EMR, a leader in commercial kitchen repair, has an opening at our Baltimore commercial service division for a Field Manager. This is primarily an office-based leadership role focused on supporting and developing Field Service Supervisors, who in turn lead and develop our field technicians. This position serves as the primary resource for leadership, coaching, operational guidance, and technical support for Field Service Supervisors, ensuring they have the tools, direction, and accountability necessary to successfully manage their teams. The Field Manager is responsible for cultivating quality workmanship, reinforcing company culture and values, promoting our commitment to creating an unmatched service experience (CAUSE), and driving continuous improvement in service quality, customer satisfaction, and branch performance.

The Field Manager provides leadership and operational oversight for field operations by working closely with Field Service Supervisors, Trainers, technicians, and Operations leadership. While primarily office-based, this role provides field support as needed for coaching, customer escalations, quality assurance, and complex technical issues. The role focuses on developing Field Service Supervisors through coaching, performance management, and leadership support while ensuring consistent technician development, service quality, operational efficiency, and billable performance across the branch. EMR is a drug-free workplace; a clean driving record is required.

Responsibilities

• Lead, mentor, coach, and develop Field Service Supervisors, providing the leadership and accountability necessary for them to effectively manage their technician teams.
• Partner with Field Service Supervisors to identify technician development needs, improve field performance, and ensure consistent service standards throughout the organization.
• Provide operational and technical support for complex repairs, escalated service issues, and challenging field situations.
• Monitor field performance through quality metrics, callbacks, comebacks, and technician performance data, implementing corrective actions and continuous improvement initiatives.
• Support the recruitment, onboarding, and professional development of Field Service Supervisors and technicians in partnership with Operations leadership.
• Build and maintain strong customer relationships through field visits, issue resolution, and proactive communication while promoting an unmatched service experience (CAUSE).
• Collaborate with Operations to improve technician productivity, service quality, billable performance, and overall branch performance.
• Perform other duties and special projects as assigned in support of field operations.

Qualifications

• Excellent communication, organizational, administrative, and computer skills.
• Demonstrated ability to lead, coach, mentor, and develop employees in a field service environment.
• Strong mechanical and technical aptitude with related industry experience.
• Ability to prioritize responsibilities, manage multiple tasks, and work effectively in a fast-paced environment.
• Must meet all Grade 3 Technician requirements.
• Current working knowledge of specialized tools used within the trade.
• Broad technical knowledge of the equipment serviced by the company.
• Commitment to maintaining current technical training and industry knowledge to provide advanced support across all equipment types.
• Ability to work collaboratively with technicians, supervisors, operations, and customers to achieve organizational goals.

Position Benefits:

• Excellent salary & benefits - paid vacation, 401K (discretionary company match).
• Luminare Insurance (Cigna network)—4 P.P.O. plans offered. 

 PPO H.S.A Catastrophic plan (higher deductible, lower premium)

PPO H.S.A plan (high deductible, low premium)

 Mid. PPO plan (lower deductible, mid range premium)

 High PPO plan (higher premium, co-pay only/no deductible)

• 4 coverage levels for insurance: Employee, Employee + Spouse, Employee + Children, and Family coverage. 
• Prescription plan included in the medical insurance.
• Two Dental Plans. 
• Two Vision Plans. 
• Identity theft protection & legal advice through ID Shield.
• Short Term & Long Term Disability Insurance –EMR pays 100%.
• Term Life Insurance –$15k Company paid, with the option to buy additional coverage.
• All Insurance coverage begins the first of the month after hire date.
• 401K—immediate auto enroll at 5% in addition to discretionary company match. 
• 100% Tuition Reimbursement- eligibility begins after 1 year of employment & classes must be at least 50% job related material.
• Opportunity for additional income: Profit sharing bonus.
• Ongoing training provided.
• Company vehicle, laptop and cell phone provided for business use.

 

Paid Leave:

• 22 days PTO accrual per year – 1st year is prorated.
• 3 days paid Jury Duty.
• 3 days Funeral leave. 
• 8 holidays & 2 floating holidays per year. 
• Paid Wellness day (paid day off to attend annual wellness physical)

EMR is an equal opportunity employer and does not discriminate in its selection and employment practices on the basis of race, color, religion, sex, national origin, political affiliation, sexual orientation, gender identity or expression, pregnancy, marital status, disability status, genetic information, age, protected veteran status, membership in an employee organization, or other non-merit factors.