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.