Role Overview

The Field Manager at Bluetape USA serves as the critical bridge between technical operations and customer satisfaction. This role combines technical expertise, customer service excellence, and team leadership to ensure projects are completed according to standards while maintaining strong client relationships. Field Managers represent the management team on-site, oversee technical staff, handle challenging customer situations, and ensure quality control across all projects.

Starting Salary between $80,000 and $100,000 depending on experience!

Key Responsibilities

Technical Operations

Conduct all on-site evaluations for new projects and existing work
Create accurate pricing for non-pricebook items and change orders
Provide technical guidance and support to field technicians
Serve as emergency technical support when operating at capacity
Assist with assigned work as a secondary worker when primary responsibilities allow

Team Management

Evaluate and train new field technicians
Conduct monthly or quarterly check-ins with technicians to review performance
Resolve disputes between technicians professionally and fairly
Report significant employee disputes to senior management
Maintain a collaborative team environment

Customer Relations

Meet with and address concerns of dissatisfied homeowners
Represent Bluetape's management team professionally on-site
Practice proper site protocol including announcing presence and appropriate workspace setup
Apply conflict resolution techniques for difficult customer situations
Clearly communicate scope of work boundaries and additional pricing when necessary

Quality Assurance

Ensure proper workspace setup and cleanup protocols are followed
Document project progress with before and after photos
Verify all work meets Bluetape's standards before completion
Train and reinforce quality standards with field technicians

Performance Metrics

Technical Excellence

Accuracy of non-pricebook item and change order pricing (target: >95% accuracy)
Response time to technicians' technical questions (target: <2 hours)
Quality of completed projects (target: <5% callback rate)
Thoroughness of on-site evaluations (target: <3% missed items)

Team Development

New technician onboarding effectiveness (measured by time to proficiency)
Completion rate of scheduled technician performance reviews (target: 100%)
Team member retention rate (target: >85% annual retention)
Team satisfaction scores from internal surveys (target: >4/5 rating)

Customer Satisfaction

Resolution rate of customer complaints (target: >90% first-visit resolution)
Customer satisfaction scores post-resolution (target: >4/5 rating)
Percentage of repeat customers following issue resolution (target: >75%)
Quality of communication as measured by customer feedback

Operational Efficiency

Timeliness of pricing and estimate delivery (target: 24-48 hour turnaround)
Efficient use of available time between primary responsibilities
Effective distribution of emergency support duties
Documentation quality and completeness (photos, reports, etc.)

Requirements

Minimum 15 years of hands-on Leadership and Management
Ownership of standard hand and power tools
Appropriate work vehicle. Truck or Van
Willingness to complete a pre-employment background check
Estimating knowledge
Positive attitude

Nice to have:

Experience with difficult customers
Employee Testamonial
Osha 10 or 30
Lead paint cert.

Benefits

Paid time off
Sales Bonuses
401K Plan
Health care
Dental
Travel reimbursement
Growth Opportunities

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