Field Support Manager

Job description

Compensation Details: $135,000 - $155,000 per year Job Description: Position Summary The Field Support Manager is responsible for developing and continuously improving the technical, customer-service, and sales capabilities of plumbing, HVAC, and electrical field technicians and their supervisors. The role designs and delivers training programs, conducts ride-alongs and role-play sessions, and partners with operations leaders to drive higher revenue per technician, improved quality, enhanced safety, and superior customer satisfaction. Remote Opportunity Key Responsibilities Design and deliver multi-trade training programs Build structured training curricula for service and installation technicians across plumbing, HVAC, and electrical, including technical skills, diagnostics, safety, and customer communication. Conduct classroom, shop, and field-based training on systems, diagnostics, installation best practices, and company procedures. Coordinate manufacturer certifications and continuing education for technicians. Field coaching and ride-alongs Spend significant time in the field conducting ride-alongs to observe work, reinforce standard processes, and provide real-time coaching on customer-facing behaviors. Assist with challenging service calls, mentoring technicians through diagnostic, repair vs. replace, membership, and customer communication steps. Inspect installation quality and ensure adherence to codes, safety standards, and company SOPs. Role plays and sales/revenue enablement Design and facilitate role-play sessions that simulate real homeowner interactions, including price objections, “need to think about it,” repair vs. replace, and competing quotes. Develop and maintain talk tracks, objection-handling scripts, and sales playbooks for maintenance agreements, accessories, and system upgrades tailored to home services. Train technicians to present options, explain value, and close work ethically, focusing on increasing conversion rates and average ticket while maintaining customer trust. Analyze service data to identify revenue opportunities (e.g., recurring maintenance plans, add-ons) and embed these into training content. Supervisor and frontline leader development Coach field supervisors and service managers on how to run effective one-on-ones, ride-alongs, and coaching sessions with their teams. Provide train-the-trainer sessions so supervisors can deliver refreshers and reinforcement training locally. Partner with operations and field leadership to ensure alignment between training content, operational priorities, and performance expectations. Train the Trainer Program: Establish and manage a "train the trainer" program to empower service managers and create an internal coaches network. Develop training materials and resources to support trainers and coaches in delivering consistent, high-quality training. Foster a culture of continuous learning and development across the organization. Quality, safety, and compliance Ensure training content reinforces safety procedures, regulatory compliance, and company policies for all trades. Monitor field performance for patterns of callbacks, warranty issues, and safety incidents, and address root causes with targeted training. Measurement, reporting, and continuous improvement Track training impact using key performance indicators such as first-time fix rate, callback rate, average ticket size, membership/maintenance-plan penetration, customer satisfaction (CSAT/NPS), and technician productivity. Maintain training records for all technicians, documenting completed courses, certifications, and demonstrated competencies. Continuously update training materials and methods based on new technologies, equipment, codes, and best practices in home services. Key Performance Indicators (KPIs) Increase in revenue per technician, average ticket value, and tech-generated lead volume. Improvement in conversion rates on recommended repairs, system replacements, and maintenance plans. Reduction in callback and warranty rates and improvement in first-time fix rate. Improvement in safety metrics and customer satisfaction scores. Technician progression through defined skill levels and certifications, and improved retention of high performers. Qualifications Minimum 15 years of progressive field technician and field operations leadership experience. Minimum 7 years of multi-site, multi-trade direct training, coaching, and operational support experience across plumbing, HVAC, and the electrical trades. Required experience owning and operating a mid-to-large residential home-services organization, with accountability for workforce performance, customer experience, revenue, and profitability. Demonstrated success in improving field performance metrics such as productivity, quality, sales conversion, or customer satisfaction. Strong communication and facilitation skills, comfortable leading classroom sessions, workshops, and in-field coaching. Familiarity with sales processes in home services. Relevant licenses or certifications and a valid driver’s license. Skills and Competencies Ability to translate complex technical concepts into clear, practical training for technicians at different skill levels. Strong coaching mindset, with the ability to give specific, behavior-based feedback in the field. Data literacy to interpret performance metrics and use them to prioritize training interventions. High credibility with technicians and supervisors, supported by real-world field experience. Comfort using modern training tools and role-play platforms for simulated homeowner interactions. Working Conditions and Travel Primarily field-based role with frequent travel between branches, customer sites, and training facilities. Regular time spent in mechanical rooms, crawlspaces, attics, and other typical job sites for plumbing, HVAC, and electrical work. Occasional evening or weekend training sessions to accommodate technician schedules. Why should you join our team? We live our values - W.E.L.I.G.H.T (Winning, Excellence, Love, Integrity, Gratitude, Humility, and Teamwork). Gratitude. Humility. Love. You don’t often see values like these in most corporate statements, but Ace Hardware Home Services, Inc. is different. These things are important to us. They represent our commitment to the company, our employees, and to the Ace brand. In addition to providing our employees a great culture, we offer competitive benefits* that address life’s necessities and perks, many of which expand and improve year after year, including: Incentive/Commission/Bonus opportunities (Based on role / grade level) 401(k) retirement savings plan with matching company contributions, eligible on your first day! Comprehensive health coverage (medical, dental, vision, company paid short-term disability, and long-term disability) and life insurance benefits for you and your dependents. Warehouse Merchandise Discount! Paid time off & paid holidays (depending on role and month of hire) Career Growth & opportunities within several channels (Plumbing, Heating, Cooling, Electrical, Handyman, Customer Service and others). Your career at Ace is more than just a job. It’s a chance to be part of something meaningful. We help locally-owned businesses thrive and make an impact in their communities. You are joining a team that’s committed to your success and invested in your future. We provide the tools, hands-on training, formal education, and coaching to help you become a trusted expert in your craft, grow your career, and make a meaningful impact serving co-workers, customers, and your community. Robust Employee Assistance Program, which will provide professional assistance for personal, legal, financial, work, childcare and elder care support. * Benefits are provided in compliance with applicable laws, plans and policies. Want to be notified when new jobs are posted? Follow the link below to create an account and set up custom job alerts: Create Job Alert About Ace Hardware Home Services, Inc. Ace Hardware has been serving neighbors throughout America for over 100 years. Ace launched Ace Hardware Home Services Inc. and is now Bringing Helpful to Your Home℠. Ace Hardware Home Services offers a wide range of residential maintenance and home repair services including plumbing, heating, cooling, electrical, handyman and painting with the signature Ace Helpful service our customers know. Helpful is what we do – and Ace is on a Mission to be the best, most trusted provider of home preservation services. Equal Opportunity Employer Ace Hardware Home Services, Inc. is committed to a policy of promoting equal employment opportunities. The company recognizes the importance of diversity and leveraging the skills and talents of all people to the mutual advantage of each individual and the organization. The company is committed to the prevention of employment discrimination related to race, religion, color, sex (including sexual harassment), gender identity, national origin, age, marital status, disability and military or veteran status, sexual orientation or any other action covered by federal or applicable state/local laws. Disclaimers The pay range for this position starts as listed in the job posting but could be higher based on education and experience. Please note, compensation decisions are dependent on the facts and circumstances of each opening. We take into consideration the minimum requirements outlined in the job description, such as an individual’s education, training and experience, the position’s work location, required travel (if any), and external market conditions when determining the final salary for potential new hires. Be aware that salary estimates published via alternate online job boards may not be a true representation of the actual pay range offered for this position. Please refer to the Ace Hardware Home Services position description for the accurate starting pay range information and feel free to discuss this with a Talent Acquisition professional if you are chosen to move forward with an interview. This written “Position Description” is not intended to cover all aspects of the position listed. It is meant to cover the basic/general essential job functions of a particular position. Ace Hardware Home Services reserves the right to change job duties, including essential job functions, according to business necessity. It is unlawful in Massachusetts to require or administer a lie detector test as a condition of employment or continued employment. An employer who violates this law shall be subject to criminal penalties and civil liability. Notice to Philadelphia, PA candidates: When reviewing a post-offer background check, we will conduct an individualized assessment based on the applicant or employee’s specific record and the duties and requirements of the specific job.