Manager - Field Services

The Manager - Field Service is responsible for managing the field service technician staff in customer support activities involving installation, engineering, repair, and upgrading of equipment and systems. Leads the field service team and is accountable for ensuring on-time and on-budget service in compliance with quality and safety standards. Guarantees the customer is provided clear communication throughout the service lifecycle.

This role will be a hybrid position, working 3 days on site and 2 days remotely once this new hire is up to speed on products and technology.

• Develop and deploy the resourcing plan for delivering service, including capacity planning, service positions and roles, contractor strategies, hiring and training.
• Oversee implementation of the company's vision for service delivery. May be accountable for a particular region or line of business.
• Plans, directs, and coordinates activities of employee(s) to ensure goals or objectives are accomplished. Mentors, coaches, trains and develops team.
• Design and monitor service performance metrics. Sets goals and implements programs to achieve performance targets.
• Partners with HR to define the requirements for the service technician training program adhering to department objectives and goals. Oversees program deployment ensuring compliance with program documentation and process.
• Set customer expectations for the services being completed beginning at initial contact through the final billing, and for field inventory of parts and materials. Monitor performance and make recommendations for improvements.
• Develop annual budgets and quarterly updates, manage the department to budget, analyze variances, and make appropriate recommendations to compensate.
• Oversee and ensure appropriate communication with customer throughout the service lifecycle. Handle customer -level inquires, concerns, and complaints by researching, investigating, and responding to customers.
• Plan and implement improvement initiatives.
• Consult with Safety Coordinator to establish and maintain a safe work environment and culture.
• Additional duties as assigned.
• Bachelor's Degree in Management or related technical field
• Advanced degree (MBA, Master's) preferred
• 6+ years progressive field service or technical service experience; or equivalent combination of education and experience
• 3+ years in a leadership role, with experience in service management preferred.
• Periodic travel either locally, nationally, and/or internationally will be required.
• High degree of proficiency in SAP, MS Office Suite, Outlook & Internet applications.
• Strong analytical, prioritizing, interpersonal, problem-solving, presentation, budgeting, project management (from conception to completion), & planning skills.
• Strong verbal and written communication skills (including analysis, interpretation, & reasoning).
• Solid understanding and application of mathematical concepts, both technical and financial.
• Ability to develop and maintain collaborative relationships with peers and colleagues across the organization, as well as internal and external clients.
• Ability to work well autonomously and within a team in a fast-paced and deadline-oriented environment.
• Ability to work with and influence direct reports, peers, and management.
• Self-motivated with critical attention to detail, deadlines, and reporting.
• Must have current driver's license.

PHYSICAL ASPECTS/WORK ENVIRONMENT:

• Regularly required to stand; walk; sit; use hands to finger, handle, or feel; reach with hands and arms; stoop, kneel, crouch, or crawl; and talk, hear and see.
• Occasionally lift and/or move up to 50
• Specific vision abilities required by this job include close vision, distance vision, color vision, and ability to adjust focus.
• Occasionally exposed to wet and/or humid conditions, moving mechanical parts, fumes or airborne particles, extreme cold & heat, risk of electrical shock, and toxic or caustic chemicals.
• The noise level in the work environment is low to moderate.
• Reasonable accommodations may be made to enable individuals to perform the essential functions.