What are the responsibilities and job description for the Field Services Support Manager position at PayRange?
Overview
Do you carry change in your pocket? If not, you’re among the millions of people who have become “cashless” – yet millions of unattended retail machines in this $45 billion industry are still largely dependent on cash and coin. This is 2025 and the machines have been stuck in the 1990s – until now.
PayRange is powering mobile commerce on traditionally “dumb” machines such as vending, laundry, amusement, car washes, and more. The company developed a low-cost, clever solution that has more than 100 patents! The patented approach leverages the user’s smartphone and network connectivity eliminating the need to connect the machine to a network enabling rapid upgrades of existing machines.
PayRange is reinventing how people pay “things” and bringing these legacy machines rapidly into the digital age with not only cashless payment, but also remote visibility for the machine owner fueling analytics and business improvements like never before.
The company has product market fit, market validation, a loyal, innovative team, and a proven – and profitable – business model. The company serves both small business and enterprise customers. The company recently completed a sizeable investment round and is now staffing up to manage explosive growth. If you ever wondered what it would have been to join Square, PayPal, or Toast when they were just 30 employees, then the time to join PayRange is now!
We’re seeking a Field Services Support Manager, managing our Field Services Support team, monitoring and providing support to Field Services Team. The ideal candidate will be a self-starter, self-driven, comfortable working in small teams, be able to work with high-level direction.
Responsibilities:
- Lead, mentor and manage the field services support team to ensure high performance and meeting of business goals and targets
- Daily monitoring of deployment metrics/KPI’s, ensuring timely completion of installations, customer data and database setup quality checks
- Daily monitoring and review of completed device and customer data profiles
- Develop and implement field services support policies, procedures and best practices
- Develop and implement strategies to optimize field services support workflows and improve team productivity
- Monitor, track and respond to field service team support requests and related escalated issues, working the rest of the business teams to ensure timely resolution
- Be a PayRange product expert and provide training to internal teams and customers
- Identify areas for improvement and work with the rest of the teams across the business to implement necessary changes to ensure improvement in processes and/or team members
- Provide after-hour support and assist with emergencies/escalated support issues, etc.
- Manage, coach and mentor your team of field service support agents
- Prepare weekly and monthly reports on team performance, support trends etc.
- Continuously strive to exceed customer expectations by delivering exceptional service
- Other related tasks as required
Qualifications & Requirements:
- 3 years of experience in a customer services manager role
- Highly analytical and organized
- Strong communication, problem-solving, and customer service skills
- Must be able to read, write, and speak English comfortably
- Ability to work independently and as part of a team
- Must have the ability to lead, coach and develop a high-performing support team.
- Ability to proactively identify risks and dependencies and put in place plans to mitigate them
