National Field Service Manager

Stanley Black & Decker, Inc.

. Lead the National Field Service Coordinator team with direction, coaching, and accountability .

Posted 11/9/2026full-timeRemote • United StatesMid-LevelSeniorWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates expertise in leading field service operations, driving service business growth, and managing customer relationships through strategic planning and data-driven decision-making. Proficient in utilizing CRM and ERP systems to enhance service delivery and performance metrics.

Highest-signal resume keywords

Field Service LeadershipSales Growth StrategyCRM Proficiency (Salesforce)ERP Proficiency (SAP)Customer Service Management

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Sales Strategy DevelopmentService Support ExecutionData AnalysisPerformance Metrics TrackingBudget ManagementTraining Curriculum DevelopmentWarranty Compliance AuditingPoint-of-Sale SystemsPurchase Order EntryAnalytical Skills

Soft Skills

Excellent Communication SkillsTeam LeadershipCoaching and MentoringCustomer-Centric ApproachCross-Functional Collaboration

Tools & Technologies

SalesforceSAPMicrosoft Office SuiteAnalytics ToolsCRM Platforms

Industry Keywords

Power ToolsConstruction IndustryService Center ManagementAuthorized Service ProgramsCustomer Service

Tech Stack

Tools & technologies

ERP

About the role

Key responsibilities & impact

Lead the National Field Service Coordinator team with direction, coaching, and accountability
Deliver after-sales service support and drive service business growth across strategic U.S. markets
Develop and execute short- and long-term service support and growth strategies
Partner with Sales and Field End User Specialists on demonstrations, product knowledge events, and safety training
Manage and grow end-user accounts through strategic planning and solution-based support
Visit buying offices and job sites to drive product placement, product seeding, and end-user conversion
Identify sales opportunities and deliver value-added solutions while ensuring profitable return on investment
Support service repair marketing programs and promotional initiatives
Prospect for new customers and expand the account base
Track and report KPIs including response time, first-call resolution, NPS/CSAT, and service revenue growth
Manage escalated customer issues and warranty disputes
Lead Authorized Service initiatives within the Product Services Division
Collaborate with product, brand, marketing, finance, and field service teams on Authorized Service programs
Create and launch programs that drive sales and repair activity through the Authorized Service Center network
Establish performance standards and scorecards for Authorized Service Centers
Develop training curricula and certification programs for Authorized Service Center technicians
Conduct business reviews with Authorized Service Center partners
Manage financial performance, budgets, sales, SGM, and operating margin for Field Service and Authorized Service functions
Use analytics tools and CRM/ERP platforms such as Salesforce and SAP to monitor performance and service metrics
Implement process improvements to reduce cost-to-serve and improve turnaround times
Maintain service center and partner information, including the DEWALT Service Locator
Audit Authorized Service Center compliance with warranty policies, repair standards, and contractual obligations
Manage onboarding and offboarding of Authorized Service Center partners
Coordinate with supply chain and parts distribution teams
Analyze and report business performance data for strategic planning and decision-making
Prepare and present monthly and quarterly business reviews to senior leadership
Collaborate with IT and digital teams to improve service systems and customer-facing platforms
Lead, coach, train, and develop Field Service and Authorized Service teams
Conduct performance reviews, set goals and development plans, and recognize high performance
Promote customer-centricity, continuous improvement, and data-driven decision-making

Requirements

What you’ll need

Bachelor’s degree preferred in Business, Operations Management, Engineering, or a related field
Minimum of 5+ years of experience in sales and customer service
Experience with power tools and the construction industry
Willingness to travel up to 60% within the assigned sales territory, with occasional travel outside the territory, including trips of up to two weeks at a time
Experience with point-of-sale systems and purchase order entry
Proficiency in CRM tools such as Salesforce
Proficiency in ERP systems such as SAP
Proficiency in Microsoft Office Suite, including Excel, PowerPoint, and Word
Strong analytical skills and ability to interpret service, sales, and financial data
Excellent verbal and written communication skills
Ability to present to senior leadership and external partners
Ability to manage multiple priorities and lead cross-functional initiatives
Experience managing or developing a geographically dispersed team preferred
Based in the USA

Benefits

Comp & perks

Medical insurance
Dental insurance
Life insurance
Vision insurance
Disability benefits
401(k)
Employee Stock Purchase Plan
Paid time off, including paid vacation, holidays, and personal days
Tuition reimbursement
Wellness program
Retirement benefits
Discounts on Stanley Black & Decker tools
Discounts through partner programs and vendors
Career growth opportunities across multiple career paths
Digital learning portal
Lean Academy and online university learning resources
Certificates and specializations from renowned colleges and universities
Volunteerism and giving-back opportunities
Sustainable business practices
Eligible for annual merit increases
Eligible for sales incentive plan or commission