Field Operations & Shop Services Manager

Founded in 1933, Acme Lock & Door has been a trusted name in the tri-state area for over 90 years, providing top-tier locksmithing services, door/frame installation, glass and storefront installation, and access control solutions for commercial, industrial and institutional clients.With a reputation built on quality craftsmanship and exceptional customer service, we are dedicated to securing our customers' spaces while delivering reliable and innovative solutions. Our team of skilled technicians are passionate about their work and take pride in maintaining the highest standards of safety and professionalism.About the Role:The Field Operations and Shop Services Manager (FOSS) is responsible for leading a team of field-based locksmith technicians as well as an on-premise team of bench locksmiths and retail/counter sales technicians.Key Responsibilities:? Scheduling of all eligible appointments across the Locksmith business unit, while working collaboratively with Project Coordinators across the other business units to ensure optimized scheduling and/or workflow.? Ensure prompt and clear internal and external communication of schedule changes etc.? Work with leadership to achieve company generated Key Performance Indicators and initiatives, including Technician Efficiency (idle time management)? Develop and implement Technician Efficiency strategies, including training, to reduce cost and improve operational efficiency? Be the point of contact for Technicians needs and questions pertaining to all aspects of Acme business? Manage and schedule flex time/after-hours assignments for Technicians? Manage performance review process for all direct reports? Ensure retail and bench locksmith services are appropriately functioning to meet customer and business needs? Support Fleet management/maintenance of company vehicles? Receive, answer and quickly prioritize incoming calls.? Support the End of Day call process? Manage vacation schedules to ensure adequate coverage/resource availability? Keep all stakeholders, both internal and external, aware of progress on Technician efficiency measures? Create a positive team environment with an open communication style? Provide regular and ongoing feedback and coaching? Gather feedback from technicians and customers to help drive operational improvements.? Promote a culture of safety by emphasizing proper tool use, job site conduct, and adherence to safety protocols.? Follow established Acme procedures while seeking to identify opportunities to improve, or create new, proceduresQualifications & Skills:? High school diploma or equivalent? Previous experience in a service industry preferred? Superior organization skills? Experience working with scheduling software, experience with Service Titan a plus? Ability to motivate, and maintain a high level of enthusiasm among the team? Ability to prioritize a large list of tasks to meet deadlines and goals of the team and customers? Positive attitude, and a strong desire to help make our customers happy? Ability to effectively communicate verbally and written with all levels of the organization? Ability to work a flexible schedule as assignedWhat We Offer:Here at Acme, we value our employees and strive to provide a comprehensive benefits package that supports their well-being and professional growth. Our offerings include:Competitive Compensation: We offer competitive salaries to ensure our team members are rewarded for their hard work and dedication.Healthcare Coverage: We provide a range of healthcare options, including medical, dental, and vision insurance, to keep you and your family healthy and covered.Retirement Planning: A 401(k) plan with competitive match to help you plan for your future and achieve long-term financial security.Paid Time Off: We believe in work-life balance. Enjoy generous paid time off and holidays to recharge.Professional DevelopmentWe encourage continuous learning and growth. Access to training programs and opportunities for career advancement are available.Employee Assistance Program (EAP)Access confidential counseling and support services for personal or professional challenges.Join us in shaping the future of security solutions. Apply now to become a vital part of our growing team!

Created: 2025-09-28