National Field Service Manager

🔥 0 minutes ago

🇺🇸 United States – Remote

⏰ Full Time

🟡 Mid-level

🟠 Senior

👔 Manager

👻 Ghost score 10%

What it means: the chance that no one is really hiring for this job.How to read it: 60% or higher means we think this is a ghost. Lower scores are less of a worry.How we score it: age, reposts, open roles vs team size, how fast jobs close, and whether pay is listed.Fine print: an estimate from public data, not a judgment of the company. Real jobs can score high, so treat it as a hint, not a fact.

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Stanley Black & Decker, Inc.

WebsiteLinkedInAll Job Openings

10,000+ employees

Founded 1843

🚘 Automotive

🏗️ Construction

📦 Logistics

💰 Post-IPO Debt on 2023-03

Automotive • Construction • Logistics

Stanley Black & Decker, Inc. is a leading global provider of tools, outdoor products, and industrial solutions. Known for its iconic brands such as DEWALT, CRAFTSMAN, and Stanley, the company offers a wide range of tools and solutions for various industries, including engineered fastening and manufacturing technologies. Headquartered in New Britain, Connecticut, Stanley Black & Decker is committed to innovation, sustainability, and empowering people through its community initiatives. The company plays a significant role in the skilled trades sector, focusing on upskilling and inclusive culture, aiming for a positive impact on both the planet and its people.

📋 Description

• Lead the National Field Service Coordinator team with direction, coaching, and accountability • Deliver after-sales service support and drive service business growth across strategic U.S. markets • Develop and execute short- and long-term service support and growth strategies • Partner with Sales and Field End User Specialists on demonstrations, product knowledge events, and safety training • Manage and grow end-user accounts through strategic planning and solution-based support • Visit buying offices and job sites to drive product placement, product seeding, and end-user conversion • Identify sales opportunities and deliver value-added solutions while ensuring profitable return on investment • Support service repair marketing programs and promotional initiatives • Prospect for new customers and expand the account base • Track and report KPIs including response time, first-call resolution, NPS/CSAT, and service revenue growth • Manage escalated customer issues and warranty disputes • Lead Authorized Service initiatives within the Product Services Division • Collaborate with product, brand, marketing, finance, and field service teams on Authorized Service programs • Create and launch programs that drive sales and repair activity through the Authorized Service Center network • Establish performance standards and scorecards for Authorized Service Centers • Develop training curricula and certification programs for Authorized Service Center technicians • Conduct business reviews with Authorized Service Center partners • Manage financial performance, budgets, sales, SGM, and operating margin for Field Service and Authorized Service functions • Use analytics tools and CRM/ERP platforms such as Salesforce and SAP to monitor performance and service metrics • Implement process improvements to reduce cost-to-serve and improve turnaround times • Maintain service center and partner information, including the DEWALT Service Locator • Audit Authorized Service Center compliance with warranty policies, repair standards, and contractual obligations • Manage onboarding and offboarding of Authorized Service Center partners • Coordinate with supply chain and parts distribution teams • Analyze and report business performance data for strategic planning and decision-making • Prepare and present monthly and quarterly business reviews to senior leadership • Collaborate with IT and digital teams to improve service systems and customer-facing platforms • Lead, coach, train, and develop Field Service and Authorized Service teams • Conduct performance reviews, set goals and development plans, and recognize high performance • Promote customer-centricity, continuous improvement, and data-driven decision-making

🎯 Requirements

• Bachelor’s degree preferred in Business, Operations Management, Engineering, or a related field • Minimum of 5+ years of experience in sales and customer service • Experience with power tools and the construction industry • Willingness to travel up to 60% within the assigned sales territory, with occasional travel outside the territory, including trips of up to two weeks at a time • Experience with point-of-sale systems and purchase order entry • Proficiency in CRM tools such as Salesforce • Proficiency in ERP systems such as SAP • Proficiency in Microsoft Office Suite, including Excel, PowerPoint, and Word • Strong analytical skills and ability to interpret service, sales, and financial data • Excellent verbal and written communication skills • Ability to present to senior leadership and external partners • Ability to manage multiple priorities and lead cross-functional initiatives • Experience managing or developing a geographically dispersed team preferred • Based in the USA

🏖️ Benefits

• Medical insurance • Dental insurance • Life insurance • Vision insurance • Disability benefits • 401(k) • Employee Stock Purchase Plan • Paid time off, including paid vacation, holidays, and personal days • Tuition reimbursement • Wellness program • Retirement benefits • Discounts on Stanley Black & Decker tools • Discounts through partner programs and vendors • Career growth opportunities across multiple career paths • Digital learning portal • Lean Academy and online university learning resources • Certificates and specializations from renowned colleges and universities • Volunteerism and giving-back opportunities • Sustainable business practices • Eligible for annual merit increases • Eligible for sales incentive plan or commission

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