Field Service Operations

Position SummaryThe Field Service Operations role runs the administrative side of SEECO's field installation department, making sure technicians are scheduled, contracts are in order and every completed job is invoiced accurately and on time. This role is primarily office-based, with occasional hands-on installations to cover capacity gaps and support complex jobs; the rest of the time it keeps the technicians supplied, scheduled and accountable, and keeps the company paid for their work.The position reports to the Head of Sales and is the main point of contact between field technicians, the sales or project team, customers, and accounting.Key ResponsibilitiesTechnician ManagementSupervise field installation technicians’ day to day, including job assignments, workload balance, and performanceOnboard new technicians and track licenses, certifications, safety training, and required paperworkRun regular check-ins and performance reviews, and handle coaching, discipline, and escalationsApprove timesheets, overtime and expense reports, and submit them to payrollPromote safety compliance across the boardScheduling and DispatchOwn the installation calendar: book jobs, assign techs and resolve conflictsBalance technician availability, travel time, job complexity, and customer windowsReschedule around cancellations, delays, weather, and emergencies, and keep all parties informedConfirm materials, permits and site access before each job is dispatchedReview the upcoming two to four weeks regularly to flag capacity gaps and overbookingContracts and DocumentationPrepare, review and track installation contracts, work orders, change orders and service agreementsConfirm the scope, pricing and terms handed over by sales match what the field will performMaintain organized records of signed contracts, permits, warranties, inspections, and completion signoffsMonitor contract milestones, renewal dates, and subcontractor agreementsFlag scope changes and potential disputes to leadership earlyBilling and InvoicingInvoice completed work promptly and accurately, including progress and milestone billingReconcile completed jobs against contracts, change orders and materials used before invoicingFollow up on overdue invoices and work with accounting on collectionsTrack job costing (labor, materials, travel) and report on margin by jobResolve billing questions and disputes with customersCustomer and Cross-Team CommunicationCall on-site contacts before and during jobs to confirm access, arrival windows, and readiness, and to update them on delaysServe as the escalation point for customers on scheduling, service quality, and billing issuesKeep sales, purchasing, accounting and the field aligned on job status and handoffsOversee follow-up after installation, including satisfaction checks and warranty requestsReporting and Process ImprovementReport on installs completed, schedule adherence, backlog, technician utilization, revenue billed and outstanding receivablesIdentify bottlenecks in scheduling, paperwork, or billing, and put better procedures in placeMaintain department SOPs, checklists, and templatesManage department software and keep the data in it accurateHands-On InstallationPerform installations as needed to cover capacity gaps, absences and peak demand, up to roughly 15% of working timeTake on complex, urgent or customer-sensitive jobs where hands-on judgment adds valueWork alongside technicians to train new hires and spot-check quality on siteMeet the same safety, quality and documentation standards as the technicians, and log time on site so it is billed correctlyQualificationsRequired4+ years of experience in operations, dispatch, project coordination or administration within a field service, construction, installation or similar trade environment2+ years of experience supervising or leading technicians or other hourly field staffHands-on installation experience, with the skills and any licenses or certifications needed to perform installations safely and independentlyHands-on experience with contracts, work orders and change ordersExperience managing customer billing and invoicing, including progress billingValid driver's license and a clean driving recordPreferredAssociate or bachelor’s degree in business administration, operations management or a related field, or equivalent experienceOSHA 10/30 or equivalent safety trainingWorking ConditionsThis is a fully on-site, in-office role at our plant in Monroe, with no remote or hybrid option. Occasional hands-on installation work takes place at job sites and customer locations.Standard hours of 7 a.m. to 4 p.m., [Monday to Friday], with some flexibility needed during peak seasons and for urgent field issuesAvailability for occasional after-hours emergency callsExtended periods at a computer and on the phoneHands-on installation work, estimated at 15% of time, which may involve lifting up to [50] lbs, working in bucket trucks, climbing ladders, working at heights or in confined spaces, and wearing protective equipment