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The International Field Services Manager’s mission is to ensure we have the right programs and relationships in place to implement, run, and innovate our Partner Field Service Operations in support of Onboarding, Restaurant Success and Customer Care in our International markets. You’ll be driving scalable growth by developing relationships with partners to deliver the highest quality implementation services and world class customer experience.
Field Service Managers must be comfortable with ambiguity and work flexibly to meet aggressive growth goals. You will be part of a team that is accountable for the quality, consistency, and customer experience of field services delivered by our Partners. This role is a blend of partner management, field operations oversight, and customer experience, working cross-functionally to ensure successful installations and satisfied customers.
About this Role* (Responsibilities)
- Responsible for managing a unified program for onboarding, enabling, supporting and governing our growing field service ecosystem across international markets, including the UK, Ireland and Canada.
- Serve as a partner to our internal field service team, acting in a consultative role to identify resource needs, process gaps and enablement.
- Continuously evaluate field service processes, data, reports and related systems to analyze and identify trends and areas of opportunity that require feedback, or corrective action.
- Drive a culture of ownership and accountability within our vendor base, including support escalation routing, technician feedback loops, and consistent quality oversight.
- Support international initiatives (like pilot launches or tooling rollouts) and help translate global playbooks into locally executable field strategies.
- Set clear performance expectations for external technicians, monitor performance metrics, and provide regular feedback.
- Identify training needs and coordinate training programs to ensure technicians have the necessary skills and knowledge.
- Enforce health and safety regulations and ensure that both internal and external technicians follow safe work practices..
- Maintain accurate records and documentation of field service activities, including work orders, service reports and customer interactions.
- Prepare regular reports on team performance, service metrics, and operational efficiency.
Do you have the right ingredients*? (Requirements)
- Strong communication skills; able to leverage subject matter experts to achieve success; proven ability to lead teams through obstacles while consistently motivating to meet service goals.
- Experienced in partner management or field service management, developing and executing strategies to deliver business results.
- Proven ability to develop and manage relationships, influence strategy and execute, negotiate business terms, drive results, and demonstrate competency with business and financial analytics.
- Good experience of G-Suite and Slack.
- Prior Hospitality experience.
Our Spread* of Total Rewards
We strive to provide competitive compensation and benefits programs that help to attract, retain, and motivate the best and brightest people in our industry. Our total rewards package goes beyond great earnings potential and provides the means to a healthy lifestyle with the flexibility to meet Toasters’ changing needs. Learn more about our benefits at https://careers.toasttab.com/toast-benefits.
*Bread puns encouraged but not required
#LI-Hybrid
Diversity, Equity, and Inclusion is Baked into our Recipe for Success
At Toast, our employees are our secret ingredient—when they thrive, we thrive. The restaurant industry is one of the most diverse, and we embrace that diversity with authenticity, inclusivity, respect, and humility. By embedding these principles into our culture and design, we create equitable opportunities for all and raise the bar in delivering exceptional experiences.
We Thrive Together
We embrace a hybrid work model that fosters in-person collaboration while valuing individual needs. Our goal is to build a strong culture of connection as we work together to empower the restaurant community. To learn more about how we work globally and regionally, check out: https://careers.toasttab.com/locations-toast.
Apply today!
Toast is committed to creating an accessible and inclusive hiring process. As part of this commitment, we strive to provide reasonable accommodations for persons with disabilities to enable them to access the hiring process. If you need an accommodation to access the job application or interview process, please contact [email protected].
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