Field Service ManagerYale Appliance is seeking a Field Service Manager to lead a high-performing service team and make a direct impact on Technician success and customer experience.This role requires daily travel throughout the Greater Boston area, including regular work within the city of Boston (driving, parking, and in customer's homes), and on the North Shore and Metro West.As a Field Service Manager, you'll lead a team of 8-10 skilled Appliance Service Technicians in a fast-paced, in-home service environment. This is a hands-on, field-based leadership role for someone who thrives on coaching, driving performance, and improving operational results.You will spend the majority of your time in the field supporting Technicians, improving efficiency, and ensuring a consistently excellent customer experience.Team Leadership + DevelopmentLead, coach, and develop a team of Appliance Service TechniciansConduct ride-alongs, field audits, and performance reviewsProvide ongoing feedback and coaching to improve technical and customer service skillsFoster a culture of accountability, ownership, and continuous improvementPerformance + Operations ManagementMonitor and improve team performance using key metrics such as: First-call completion, Callback rate, Labor time per job, Schedule adherenceUse dashboards and field service tools to track progress and identify opportunitiesEnsure accurate job documentation, including notes, parts used, photos, and timestampsField ExecutionSpend most of your time in the field supporting Technicians and resolving issuesMonitor routes, schedules, and job execution in real timeEnsure proper communication with customers, including call-aheads and arrival updatesReinforce daily start times and readiness expectationsCustomer Experience + EscalationsResolve escalated service issues professionally and efficientlyWork directly with customers to ensure a positive experiencePartner with internal teams (Dispatch, Parts, Warranty, and Sales) to resolve delaysHiring + TrainingSupport onboarding and training of new TechniciansIdentify skill gaps and implement development plansWhat We're Looking ForRequiredMust have 3+ years of experience supervising or managing a teamStrong mechanical and technical aptitude (appliance experience preferred)Proven ability to coach, develop, and hold employees accountableStrong communication, organization, and problem-solving skillsAbility to manage multiple priorities in a fast-paced environmentProficiency with Microsoft Office and field service softwarePreferred3-5 years of appliance repair experienceExperience working with multiple appliance brandsExperience managing performance using KPIs or metricsFamiliarity with field service platformsWork Environment + SchedulePrimarily field-based (customer homes and Technician support)1-2 days per week in the Norton officeMonday - Friday scheduleStart time: 7:30am (field readiness expectation)Occasional escalations (typically no later than 6:00pm)Compensation + Benefits$65,000 - $85,000 annual salary, DOE$3,000 sign-on bonusCompany vehicle and gas cardiPhone and laptopUniform allowanceFull benefits (see below)What Success Looks LikeTechnicians consistently meeting or exceeding performance expectationsReduced callbacks and improved first-call completionStrong documentation and process complianceHigh customer satisfaction with minimal escalationsA team that is engaged, accountable, and continuously improvingAll interested applicants must consent to the following:Valid driver's license with clean driving historyCORI (background) checkPre-employment physical (including a 75-pound lift test)Drug screeningHiring ProcessPhone interview with RecruiterOnline assessmentsManager reviewIn-person interviewRide-along ("Ride to Decide")