Field Service Manager at Fraza in Rochester Hills, MI

The Field Service Manager supports and empowers our forklift service team by helping ensure quality workmanship, safe practices, accurate documentation, and efficient operations. This role acts as a resource and coach, working collaboratively with technicians and leadership to reinforce best practices and company standards.
In partnership with the Field Service Advisor (FSA), the Field Service Manager promotes continuous improvement through open communication, constructive feedback, and shared accountability. The goal is not just compliance but building a culture of service excellence where technicians feel supported, customers experience consistent uptime, and the branch operates at its highest potential.

Key Responsibilities:

Safety & Compliance

• Ensure technicians follow all company safety policies and procedures, including completion of required policy reviews and toolbox examinations.
• Verify compliance with OSHA industrial truck standards and internal safety guidelines.
• Promote a “Safety First” culture and proactively address unsafe behaviors or trends.

Field Auditing & Technician Evaluation

• Conduct scheduled field ride-along and on-site visits with technicians to evaluate:
  • Customer professionalism
  • Diagnostic process and troubleshooting accuracy
  • Repair quality and workmanship
  • Adherence to OEM repair standards and warranty guidelines
  • Service vehicle operation, maintenance, cleanliness, and inventory control
• Develop and manage a structured monthly ride-along schedule.
• Audit Preventive Maintenance (PM) inspections and work orders for technical accuracy, completeness, and timeliness.
• Ensure work orders are not delayed to month-end and that technicians actively drive 2nd segment sales opportunities appropriately.

Customer & Performance Management

• Share responsibility with the FSA for addressing customer and service-related complaints.
• Maintain direct contact and follow-up with key focus customers.
• Monitor and analyze performance metrics including:
  • TRIR (Total Recordable Incident Rate)
  • DART (Days Away, Restricted, or Transferred)
  • NPS (Net Promoter Score)
  • Technician Efficiency %
  • PM Completion %
  • 2nd Segment Sales %
• Partner with FSA to identify root causes of missed objectives and implement corrective countermeasures.

Coaching & Development

• Share responsibility with FSA for mentoring, coaching, and developing technicians.
• Identify performance gaps and implement improvement plans.
• Participate in technician interviews and hiring decisions.
• Assist in conducting employee performance reviews.

Reporting & Process Improvement

• Prepare detailed audit reports and present findings to the Field Service Advisor and branch leadership.
• Support implementation of corrective actions and continuous improvement initiatives.
• Ensure documentation accuracy and ERP system compliance.

Service Support (Last Resort)

• Perform service calls only as an absolute last resort and only with approval from the Branch Operations Manager or higher.

Core Competencies

• Safety-driven mindset; makes safety personal and non-negotiable.
• Customer-focused (internal and external).
• Strong coaching and mentoring ability.
• High integrity, accountability, and proactive ownership.
• Continuous improvement mindset.
• Goal-oriented and performance-driven.
• Strong written and verbal communication skills.
• Strong organizational and time management skills.
• High attention to detail and documentation accuracy.
• Data-driven decision-making.
• Technical expertise in forklift systems and diagnostics.

Required Qualifications

• 5+ years of experience in material handling or forklift service operations.
• Strong knowledge of electric and internal combustion forklift systems.
• Working knowledge of OSHA regulations and industrial truck safety standards.
• Experience using service ERP systems and managing work order processes.
• Strong analytical, organizational, and communication skills.
• Broad understanding of material handling equipment preferred.
• ONLY for OTR Position: Master Heavy Certified