Field Service Manager

ETC is a global leader in the visual environment technology industry and has an opening for a Field Service Manager.
Job ID/Number:
Posted Date:
Job Location:
Middleton, WI
Position Type:
Lighting Design & Technology









Field Service Manager
Middleton, Wisconsin



ETC is a global leader in the visual environment technology industry and has an opening for a Field Service Manager. If you want to work in a refreshing work environment, like to have fun and make money with great benefits, and be part of a great team with the best coworkers – then ETC is the right place for you!  

Representative Responsibilities:

  • Provides technical and phone support for field technicians
  • Manages External Service Providers
  • Establishes and audits pay rates
  • Monitors, evaluates and tracks performance
  • Resolves disputes and tracks resolution in database
  • Provides interface between field technicians and project management
  • Distributes internal documentation and procedures to service centers
  • Establishes and reviews training methods for technicians
  • Provides support for internal and external customers
  • Answers and establishes service policies and procedures
  • Oversees the startup of ETC systems
  • Interfaces with electrical contractor, consultant, owner, factories, and other technicians
  • Deals with any onsite issues involving product issues, site issues, etc.
  • Prepares and presents workshop
  • Develops training schedule for new employees
  • Develops evaluation techniques for External Service Providers
  • Develops training plan for Canadian technicians
  • Develops training plan for Latin American technicians
  • Supports ETC offices in London and Asia as needed
  • Creates the Field Service departmental budget
  • Assist Field Service Coordinator with allocating resources, including ASC payments
  • Approve Field Service Invoices and expenses
  • Provide and maintain budget figures for Field Service
  • Assists with the creation of the capital budget
  • Assists with the creation of the budget number for service revenue
  • Coordinates on-site field service
  • Trains internal and external technicians
  • Supports international technical support
  • Manages department budget


Supervisory Responsibilities:

  • Coordinates and collaborates with other departments of the company in establishing and carrying out responsibilities
  • Develop and maintain positive communication between department and other departments.
  • Performs the hiring, orientation, training, performance management, career development, and overall employee development of department personnel. 
  • Formulates, implements & reviews ISO procedures related to the department
  • Instructs employees about procedures and work instructions
  • Informs employees as to company/departmental plans and progress
  • Maintains reporting on all department activities
  • Continue to monitor efficiency in the department and make improvements where appropriate
  • Publish backstage newsletter
  • Performs other similar related duties as requested or assigned

Minimum Qualifications:

  • Bachelor’s degree in a theatrical / technical discipline or equivalent work experience of 6-8 years
  • 3 – 5 years previous job-related experience (when in addition to Bachelor’s degree)
  • 1 – 3 years supervisory experience
  • Familiarity with electronics, engineering, building trades and sales techniques
  • Field service management and service industry practices
  • National electric code
  • Product and application knowledge
  • Familiarity with statistical analysis
  • Ability to work weekend and evenings as required