Support Manager

Description

Position Summary: Lead and manage field support operations and dispatch oversight without performing customer on-site visits. Own SLA performance, ticket lifecycle in Salesforce Service Cloud, technician coaching, vendor coordination, and customer-facing escalation communications handled remotely.

Key Responsibilities:

• Oversee daily field operations: dispatch coordination, schedule management, monitor technician performance and on-site activity remotely.
• Manage ticket lifecycle in Salesforce: ensure triage, accurate assignment, status updates, resolution documentation, and timely closures.
• Own SLA compliance and escalation processes; configure and enforce Milestones/Entitlements and automated alerts.
• Interface with customers and stakeholders remotely for escalations, status updates, and major incidents via phone/email/video.
• Develop, document, and enforce SOPs, checklists, and field tooling best practices for technicians.
• Coach, train, and evaluate field technicians; conduct performance reviews and drive first-time-fix improvements.
• Oversee parts inventory and vendor relationships; coordinate “waiting on parts” workflows and vendor SLAs.
• Produce and present operational reports and dashboards (SLA compliance, MTTR, FTF rate, utilization, CSAT).
• Lead post-incident reviews for P1/P2 incidents and implement corrective actions and knowledge-base updates.
• Maintain safety, privacy, and compliance standards; ensure technicians follow on-site safety protocols.

Requirements

Required Qualifications:

• 4+ years managing field service or technical support teams with dispatch/field technicians.
• Hands-on experience using Salesforce Service Cloud (ticketing, flows, entitlements/milestones, reports/dashboards).
• Strong understanding of SLA design/enforcement and escalation matrices.
• Excellent remote customer-facing communication skills; experience managing escalations virtually.
• Proven coaching and people-management skills.
• Comfortable working remotely and coordinating field activities without on-site customer visits.

Preferred Qualifications:

• Experience with mobile field tools (Salesforce Mobile, Field Service Lightning).
• Technical background in relevant equipment or systems serviced by your organization.
• Experience with inventory/parts management and vendor coordination.
• Certifications: ITIL Foundation or equivalent service management certification.

Core Skills:

• Remote leadership and team development
• Salesforce Service Cloud configuration & reporting
• SLA management and escalation handling
• Remote customer communication and stakeholder management
• Analytical reporting and continuous improvement
• Process documentation and knowledge management

Working Conditions:

• No travel to customer sites. Occasional after-hours or on-call incident handling may be required.

To Apply: Submit resume and brief cover letter highlighting field service management experience and Salesforce Service Cloud expertise.