Candidates located on the East Coast are preferred.
Position Overview
The Field Service Manager is responsible for leading FIMER's warranty service operations and managing the Company's in-house Field Service Engineer (FSE) team. This role oversees warranty case execution from intake through closure, ensuring timely service delivery, cost control, quality performance, and customer satisfaction.
The Field Service Manager works closely with Service Coordinators, Technical Support, Operations, Engineering, Supply Chain, and external service providers to ensure warranty activities are executed efficiently and consistently. This position is responsible for assigning Field Service Engineers, managing warranty-related costs and parts, improving service quality metrics, and supporting continuous improvement initiatives across the service organization.
Key Responsibilities
Warranty Operations Management
- Own warranty case management from intake through closure within company ERP and service management systems
- Ensure timely execution and resolution of warranty service requests while maintaining customer satisfaction
- Establish and monitor service-level expectations for warranty response, dispatch, and closure activities
- Drive process improvements to increase efficiency, consistency, and quality within warranty operations
- Ensure accurate documentation, reporting, and closure of warranty activities
Field Service Team Leadership
- Lead, coach, develop, and manage the Company's in-house Field Service Engineer team
- Assign Field Service Engineers to warranty site visits based on geography, technical expertise, customer priority, and workload capacity
- Conduct workforce planning to optimize utilization, productivity, and service coverage
- Monitor technician performance, training needs, certifications, and development plans
- Support recruitment, onboarding, and retention of Field Service Engineers as business needs evolve
Warranty Cost and Parts Management
- Manage warranty service costs, labor expenses, travel expenses, and warranty-related expenditures
- Review and approve warranty-related costs within established authority levels
- Escalate costs exceeding approval thresholds to the Director of Service Operations
- Partner with Supply Chain, Logistics, and Service teams to manage warranty parts allocation and utilization
- Monitor warranty spend trends and identify opportunities for cost reduction and operational efficiency
Service Coordination and Resource Planning
- Provide direction and support to Service Coordinators regarding scheduling, parts coordination, service documentation, and case management activities
- Coordinate Field Service Engineer travel arrangements and service scheduling activities
- Ensure warranty work orders, service reports, and customer documentation are completed accurately and timely
- Collaborate with the Vendor Manager to allocate overflow warranty work when internal resources are at capacity
Quality and Continuous Improvement
- Monitor service quality metrics including first-time-fix rate, repeat visits, response time, closure time, and customer satisfaction
- Analyze warranty trends, recurring product issues, and service performance data
- Partner with Engineering, Quality, Technical Support teams to drive corrective actions and root-cause resolution
- Support implementation of best practices and continuous improvement initiatives across service operations
Reporting and Analytics
- Develop and maintain service performance dashboards, reports, and KPI metrics
- Track warranty costs, labor utilization, technician productivity, service throughput, and quality metrics
- Provide regular operational reporting to leadership
- Utilize data and analytics to support resource planning and business decision-making
Cross-Functional Collaboration
- Work closely with Technical Support, Engineering, Operations, Supply Chain, Logistics, Finance, and Sales teams to support customer service objectives
- Support communication and coordination between field service personnel and internal stakeholders
- Assist with escalation management for critical customer situations
- Partner with global service teams and leadership as required
Administrative and Operational Responsibilities
- Ensure compliance with company policies, safety requirements, and service procedures
- Maintain service records, warranty documentation, and audit readiness
- Support budget planning, forecasting, and expense management activities
Qualifications
Education
- Associate degree, technical certification, military training, or equivalent professional experience in Operations Management, Technical Services, or a related field preferred
- Equivalent combination of education, technical training, and directly related field service, warranty, or service operations experience will be considered
Experience
- Minimum of seven (7) years of experience in field service management, warranty operations, service delivery, or technical service leadership
- Minimum of three (3) years managing field service technicians, engineers, or service teams
- Experience managing service dispatching, workforce planning, and warranty operations
- Experience controlling service costs, warranty expenditures, and field operations budgets
- Experience with service management systems, ERP platforms, or field service software
Knowledge, Skills, and Abilities
- Strong understanding of field service operations, warranty administration, and service delivery processes
- Knowledge of utility-scale solar, commercial solar, battery energy storage systems (BESS), power electronics, or related industries preferred
- Strong leadership, coaching, and employee development skills
- Excellent organizational, planning, and problem-solving abilities
- Strong analytical skills with the ability to interpret operational and financial data
- Ability to prioritize multiple projects and respond effectively in a fast-paced environment
- Strong written, verbal, and presentation communication skills
- Proficiency with Microsoft Office applications including Excel, PowerPoint, Teams, and Outlook
Preferred Qualifications
- Experience building or scaling an internal field service organization
- Experience supporting utility-scale solar inverter, energy storage, or power conversion equipment
- Experience with Salesforce, SAP, ERP systems, or similar service management platforms
- Knowledge of warranty claims analysis, root-cause investigations, and continuous improvement methodologies
- Experience managing geographically dispersed service teams
This is a full-time, direct hire opportunity offering competitive pay and excellent benefits designed to support you both professionally and personally.
Benefits include:
- Remote work arrangement for flexibility and balance
- Immediate insurance coverage starting on your first day
- Comprehensive medical, dental, and vision insurance
- Employer-paid Life, AD&D, Short-Term, and Long-Term Disability coverage
- 401(k) plan with employer matching and a non-elective safe harbor contribution
- Employee Assistance Program (EAP)
- Paid Time Off
- 15 paid company holidays
About FIMER
FIMER is one of the world’s leading manufacturers of renewable energy solutions. Specializing in solar inverter production, FIMER offers a broad portfolio of innovative products serving utility-scale, commercial, and residential markets.
With two global production sites in Italy and India, along with regional training centers worldwide, FIMER operates at the forefront of the global energy transition—delivering reliable, high-performance solutions that support a more sustainable future.
Equal Opportunity Employer
FIMER US is an equal opportunity employer committed to fostering a diverse and inclusive workplace. All qualified applicants will receive consideration without regard to race, color, religion, gender, sexual orientation, national origin, age, disability, or any other protected characteristic.
Pay: From $85,000.00 per year
Benefits:
- 401(k)
- 401(k) matching
- Dental insurance
- Employee assistance program
- Employee discount
- Flexible schedule
- Flexible spending account
- Health insurance
- Health savings account
- Life insurance
- Paid time off
- Referral program
- Retirement plan
- Vision insurance
Application Question(s):
- How many years of experience do you have configuring or troubleshooting communication hardware or industrial networking systems?
- How many years of field service or field engineering experience do you have?
- What is your target base salary (USD)
- Will you now, or in the future, require sponsorship for employment visa status (e.g. H-1B visa status)?
- How many years of experience do you have in the solar industry?
- Do you have at least 7 years of experience in field service management, warranty operations, or service delivery leadership?
- Do you have experience supporting utility-scale solar, commercial solar, battery energy storage systems (BESS), power electronics, or similar industries?
- Do you have experience utilizing ERP, CRM, or service management systems to manage field service operations?
- How many direct reports have you managed at one time?
- Have you directly managed Field Service Engineers, Field Technicians, or Service Technicians?
- Have you been responsible for warranty case management, warranty cost control, or warranty operations?
- How many years of experience do you have managing Field Service Engineers, Technicians, or Service Teams?
- How many years of experience do you have working with solar inverter products or technologies?
Work Location: Remote
