Field Service Analytics Manager- Dashboards & Insights

PURPOSE OF POSITION:

The purpose of the Field Service Analytics Manager- Dashboards & Insights is to develop, lead, and support analytics, reporting, and dashboard capabilities for the Field Service organization. This role is responsible for unlocking insights that support strategic decision making, performance management, operational visibility, and continuous improvement across Field Service. This position will help establish and lead a team of analysts supporting Field Service operations. The Manager will be responsible for developing dashboards, defining key performance indicators, analyzing operational and customer data, and partnering with Field Service leadership, IT Business Intelligence, Data Science, Infrastructure, and other business partners to ensure the right analytical structure, tools, and reporting processes are in place.

SUPERVISORY RESPONSIBILITIES:

• This position directly supervises Field Service Analysts and/or other analytics support roles as assigned. The Manager is responsible for leading, coaching, and developing analysts by setting clear expectations, providing guidance, reviewing work, and supporting professional growth. This role also establishes analytics best practices, reporting standards, and consistent processes for dashboard development, data analysis, and insight delivery. The position requires regular collaboration with Field Service leadership, IT Business Intelligence, Data Science, Infrastructure, Operations, Finance, and other internal business stakeholders.

ESSENTIAL FUNCTIONS:

• Lead the development and execution of Field Service analytics, reporting, dashboard, and KPI strategies.

• Establish, track, and maintain key Field Service performance metrics to provide visibility into operational performance, trends, risks, and improvement opportunities.

• Build, maintain, and improve dashboards and reporting tools to support Field Service leadership, operational teams, and business stakeholders.

• Partner closely with IT Business Intelligence, Data Science, Infrastructure, and other analytics teams to ensure data sources, reporting structures, and analytical tools are accurate, reliable, and aligned with business needs.

• Analyze large datasets related to Field Service performance, customer behavior, marketplace dynamics, technician readiness, productivity, operational efficiency, and other business priorities.

• Translate business questions and operational needs into analytical frameworks, dashboards, reports, and actionable recommendations.

• Communicate insights, trends, risks, and recommendations clearly to leadership and stakeholders in a way that supports decision-making and business action.

• Develop and document reporting methodologies, KPI definitions, dashboard logic, assumptions, and analytical processes to ensure consistency and transparency.

• Leverage Tableau, Snowflake, SQL, AI tools, automation, and other modern analytics workflows to improve reporting efficiency, insight generation, and decision support.

• Use exploratory data analysis and, when appropriate, more advanced statistical methods to identify trends, gaps, correlations, and performance improvement opportunities.

• Foster a culture of curiosity, accountability, accuracy, and proactive communication within the analytics team.

• Support performance management initiatives by providing data visibility and analysis tied to business goals, service delivery, readiness, productivity, and operational outcomes.

• Collaborate with business leaders to identify reporting gaps, improve data quality, and develop scalable analytics solutions.

• Mentor analysts in technical skills, business acumen, stakeholder communication, and data driven problem solving.

• Perform other duties as assigned by management.

COMPETENCIES:

• Analytical Thinking: Ability to interpret complex datasets, identify trends, evaluate business performance, and develop meaningful insights that support operational decision-making.

• Business Acumen: Understands Field Service operations, customer needs, performance drivers, and organizational priorities, and applies that understanding to reporting and analytics work.

• Data Visualization: Ability to design clear, accurate, and actionable dashboards and reports using visualization tools such as Tableau.

• Technical Aptitude: Demonstrates proficiency with analytics tools, large datasets, SQL queries, data structures, reporting platforms, AI tools, and modern analytics workflows.

• Leadership and Team Development: Provides direction, coaching, feedback, and support to analysts while building team capability, accountability, and consistency.

• Problem-Solving: Uses sound judgment, critical thinking, and data-driven analysis to identify root causes, evaluate options, and recommend practical solutions.

• Communication: Communicates complex data, findings, and recommendations clearly and professionally to technical and non-technical audiences.

• Collaboration: Works effectively with Field Service leadership, IT, Data Science, Infrastructure, Finance, Operations, and other stakeholders to deliver useful and reliable analytics solutions.

• Attention to Detail: Ensures accuracy, consistency, and quality in reporting, dashboard development, data interpretation, and documentation.

• Continuous Improvement: Identifies opportunities to improve reporting processes, automate manual work, enhance dashboard functionality, and increase business visibility.

EDUCATION AND EXPERIENCE:

• Bachelor’s degree in Analytics, Data Science, Business Analytics, Information Systems, Statistics, Engineering, Business, or a related field required.

• Master’s degree in Analytics, Data Science, Business, or a related field preferred.

• Six or more years of relevant analytical experience working with large datasets and delivering business insights required.

• Prior experience leading, mentoring, or developing analysts in a team environment required.

• Experience building dashboards and reports using Tableau or similar visualization tools required.

• Proficiency in writing complex SQL queries required.

• Experience with Snowflake or similar cloud-based data platforms preferred.

• Hands-on experience incorporating AI tools, generative AI, automation, or advanced analytics workflows into day-to-day analytical work preferred.

• Demonstrated ability to influence stakeholders through data-driven insights, clear communication, and actionable recommendations required.

• Strong business acumen, critical thinking, problem-solving skills, and ability to manage multiple priorities required.

• Experience supporting Field Service, Operations, Customer Service, Manufacturing, Engineering, or other operational business functions preferred.

PHYSICAL/MENTAL/ENVIRONMENTAL:

Physical Demands: Activities: Lifting: Sitting – 80% Walking/Standing – 20% Must be able to bend, lift, and carry equipment and materials up to 15lbs. Vision: Travel: Mental Demands: Environment: Long periods of close work on a computer screen, including reviewing data, dashboards, reports, spreadsheets, and system outputs. Occasional travel (up to 10%) may be required to IEM regional field offices to support business meetings, Field Service operations, stakeholder engagement, or project needs. Interpret, analyze, research, and manage multiple tasks simultaneously. Must be able to evaluate complex data, resolve problems, meet deadlines, communicate findings, and support decision-making in a fast-paced business environment. Climate-controlled office space. May occasionally visit non climate-controlled production, warehouse, or field service environments as business needs require.