Usherwood Office Technology · 1 month ago
Field Service Manager
Rochester, NY, US
Full-time
Onsite
Senior Level
$65K/yr - $85K/yr
5+ years expUsherwood Office Technology is a family-owned business known for delivering innovative office technology solutions. The Field Service Manager will lead a team of Service Technicians responsible for installing, maintaining, and repairing office technology equipment, ensuring high levels of service quality and customer satisfaction.
Information Technology
Responsibilities
Lead, mentor, and manage a team of field service technicians
Monitor technician performance metrics (first-time fix rate, response time, callback rate, productivity, etc.) and deliver best-in-class customer satisfaction
Hire, onboard, and develop new technicians
Conduct regular performance reviews, coaching sessions, and ride-alongs
Manage parts inventory, vehicle fleet, and technician tools
Act as the escalation point for complex technical or customer issues
Collaborate with sales, administration, and warehouse teams to ensure seamless operations
Ensure compliance with safety standards, manufacturer certifications, and company policies
Qualification
Required
5+ years of experience in field service, preferably in a leadership role, within the office technology, copier/printer, or imaging industry
Proven track record of managing a team of field technicians
Strong technical knowledge of copiers, printers, MFPs, and connectivity (Canon HP, Xerox, etc. a plus)
Excellent customer service and conflict-resolution skills
Strong organizational, analytical, and problem-solving abilities
Proficient in Microsoft Office Suite; experience with CRM and ERP systems a plus
Valid driver's license and clean driving record
Ability to pass background check and drug screening
Preferred
Manufacturer certifications (Canon, Xerox, HP, etc.)
Experience with managed print services (MPS) and IT integration
Benefits
Company vehicle / cell phone and equipment
Full benefits package (health, dental, vision, 401(k) with match)
Generous Paid time off (20 days PTO to start) + holidays
Ongoing training and manufacturer certification support
Opportunity for advancement into regional or director-level roles
Company
Usherwood Office Technology
Usherwood Office Technology is an information technology company specializing in printers and copiers.
51-200 employees
Funding
Current Stage
Growth StageLeadership Team
Andrew Flamik
Chief Financial Officer
Recent News
Central New York Business Journal
2025-06-19
Central New York Business Journal
2024-11-11
Business Journals
2022-12-09
Company data provided by crunchbase