National Field Service & Authorized Network Manager

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 Operations & Performance

• •Develop strong operational knowledge across all aspects of service support and operations, including retail operations, back-end repair processes, inventory management, warranty administration, and profit and loss performance.
• •Manage the financial performance of both the Field Service and Authorized Service functions, including sales, SGM, operating margin, and annual budgets for travel, training, and program spend
• •Leverage data analytics tools and CRM platforms (e.g., Salesforce, SAP) to monitor team performance, pipeline activity, and service center metrics.
• •Identify and implement process improvements that reduce cost-to-serve, improve turnaround times, and increase overall service efficiency
• •Maintain accurate service center and partner information, including the online DeWALT Service Locator.
• •Audit Authorized Service Center compliance with SBD warranty policies, repair standards, and contractual obligations on a regular basis.
• •Manage the onboarding and offboarding of Authorized Service Center partners, including contract execution, system setup, and training completion.
• •Coordinate with supply chain and parts distribution teams to ensure Authorized Service Centers have timely access to repair parts and accessories.

Data Analysis, Communication, and Cross-Functional Collaboration

• •Compile, analyze, and report on Authorized Service business performance data to support strategic planning and decision-making.
• •Partner with the PSD Marketing team to develop marketing and promotional materials.
• •Build strong relationships with Service Operations Managers and other service leaders to support and achieve Authorized Service objectives.
• •Work closely with marketing, operations, and customer service leaders to resolve issues, streamline processes, and improve the customer experience.
• •Prepare and present monthly and quarterly business reviews to senior leadership, summarizing field service and authorized service performance, trends, and strategic recommendations.
• •Collaborate with IT and digital teams to improve service-related systems, tools, and customer-facing platforms such as the DEWALT Service Locator.

Leadership and Team Development

• •Lead, coach, train, and develop both the Field Service and Authorized Service teams.
• •Foster collaboration across teams and provide leadership that promotes service excellence, accountability, and continuous improvement.
• •Conduct regular performance reviews, set clear goals and development plans, and recognize high performance within the team.
• •Promote a culture of customer-centricity, continuous improvement, and data-driven decision-making across the field service organization.
• •Recruit

The Person:

You love to learn and grow and be acknowledged for your valuable contributions. You’re not intimidated by innovation. Wouldn’t it be great if you could do your job and do a world of good? In fact, you embrace it. You also have:

Bachelor’s degree preferred. degree in Business, Operations Management, Engineering, or a related field is a plus.

• •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 (e.g., Salesforce), ERP systems (e.g., SAP), and Microsoft Office Suite (Excel, PowerPoint, Word).
• •Strong analytical skills with the ability to interpret service, sales, and financial data to drive decisions.
• •Excellent verbal and written communication skills, with the ability to present to senior leadership and external partners.
• •Ability to manage multiple priorities, lead cross-functional initiatives, and deliver results in a fast-paced environment.
• •Experience managing or deve