National Field Service & Authorized Network Manager - Remote
Based in the USA, 60% National Travel.
Come build something that matters.
It takes great people to achieve greatness. People with a sense of purpose and integrity. People with a relentless pursuit of excellence. People who care about making things better For Those Who Make The World™. Sound like you? Join our top-notch team of approximately 43,500 diverse and high-performing professionals globally who are making their mark on some of the world’s most beloved brands, including DEWALT®, BLACK+DECKER®, CRAFTSMAN®, STANLEY®, CUB CADET®, and HUSTLER®.
The Job:
As the National Field Service & Authorized Service Manager, you will play a critical role within Stanley Black & Decker’s Product Services Division (PSD) by leading field service excellence, expanding authorized service capabilities, and driving profitable service growth across key strategic markets in the United States. This role combines leadership, customer engagement, business development, operational oversight, and cross-functional collaboration to strengthen after-sales support, expand market presence, and enhance the overall customer experience.
Field Service, Customer Support, and Sales Growth
Lead the National Field Service Coordinator team and provide clear direction, coaching, and accountability by delivering high-quality after-sales service support, expanding service market presence, and driving service business growth across strategic U.S. markets.
Develop and execute both short- and long-term strategies to strengthen service support and accelerate growth across all U.S. Field Service markets.
Partner with Sales and Field End User Specialists to deliver impactful end-user demonstrations, product knowledge events, and safety training.
Manage and grow end-user accounts through strategic planning and solution-based support tailored to customer business needs.
Regularly visit buying offices and job sites within assigned territories to drive product placement, product seeding, and end-user conversion.
Identify new sales opportunities and deliver value-added solutions to key decision-makers while ensuring profitable return on investment for Stanley Black & Decker.
Support service repair marketing programs by increasing awareness of new products and accessories and using promotional initiatives to convert competitive products and gain market share.
Prospect aggressively for new customers and expand the account base within targeted markets.
Track and report on key performance indicators (KPIs) including response time, first-call resolution rate, customer satisfaction scores (NPS/CSAT), and service revenue growth.
Manage escalated customer issues and warranty disputes to ensure timely resolution and a positive customer experience.
Authorized Service Strategy and Program Execution
Lead key Authorized Service initiatives as a primary point of contact within the Product Services Division (PSD)
Collaborate with product, brand, marketing, finance, and field service teams to develop and implement strategic Authorized Service programs.
Create and launch programs that drive both sales and repair activity through the Authorized Service Center network.
Execute marketing plans and promotional strategies to support new Authorized Service programs and initiatives.
Monitor market trends and recommend changes to marketing, sales, and product strategies to improve business performance and expand service reach.
Establish and maintain performance standards and scorecards for Authorized Service Centers, including repair quality, turnaround time, warranty compliance, and customer satisfaction.
Develop training curricula and certification programs to ensure Authorized Service Center technicians maintain up-to-date product knowledge and repair competency.
Conduct regular business reviews with top Authorized Service Center partners to drive accountability, identify growth opportunities, and strengthen the partnership.
Business…