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Service Manager
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Service Manager
Job Title
Service Manager
Job ID
27777203
Location
Parsons, KS, 67357
Other Location
Description
BUILT TO CONNECT
At Astec, we believe in the power of connection and the importance of building long-lasting relationships with our employees, customers and the communities we call home. With a team more than 4,000 strong, our employees are our #1 advantage. We invest in skills training and provide opportunities for career development to help you grow along with the business. We offer programs that support physical safety, as well as benefits and resources to enhance total health and wellbeing, so you can be your best at work and at home.
Our equipment is used to build the roads and infrastructure that connects us to each other and to the goods and services we use. We are an industry leader known for delivering innovative solutions that create value for our customers. As our industry evolves, we are using new technology and data like never before.
We're looking for creative problem solvers to build the future with us. Connect with us today and build your career at Astec.
LOCATION: Chattanooga
ABOUT THE POSITION
The Field Service Manager is responsible for providing superior service to both internal and external customers of Astec. The Manager oversees the Field Service Technicians, ensuring that all Astec equipment operates efficiently, installations are correct, and equipment is used effectively.
Deliverables & Responsibilities
Evaluate the performance of the Service Department against planned objectives and based on reports from customers, the sales department, and competitors.
Communicate patterns of production quality, setup problems, product failures, and recurring issues to engineering, field service, other product support, and company executives.
Maintain a safe and productive work environment.
Ensure the highest level of customer experience and satisfaction through effective communication both prior and post service work.
Continually evaluate processes to ensure work orders are closed promptly.
Keep field personnel well-informed of company policies, procedures, and updates.
Direct the Service Department in line with Astec policies, goals, and objectives.
Collaborate as a cross-functional team player with other departments.
Set performance goals and deadlines in alignment with the company''s plans and vision.
Organize workflow and ensure that employees understand their duties or delegated tasks.
Monitor employee productivity and provide constructive feedback and coaching.
Represent the department at management-level staff meetings.
Participate in and assist with facilitating annual Astec Service School sessions, including Field Service Technician participation.
Act as a liaison between Field Service Technicians and other departments to report field failures and/or unusual findings, determining methods to rectify deficiencies.
Assist customers with equipment needs via email, phone, or other communication methods.
Ensure timely and appropriate responses to all customer inquiries.
Recommend stocking levels of commonly used parts to the Purchasing Department to adequately support Field Service Technicians.
Develop and maintain document retention systems for easy reference of service-related documents.
Update job knowledge by participating in educational opportunities.
Focus on continuous improvement and documentation of processes and procedures.
Promote and educate others on Astec''s core values.
Follow company policies, standards, and procedures at all times.
To be successful in this role, your experience and competencies are:
Associate's or Bachelor's degree in management or a relevant field of study, or equivalent training and work experience, or a combination of education and experience deemed sufficient by management.
Mechanically inclined, with skills to address hydraulic, electrical, and diesel engine systems and troubleshoot issues.
Preferably with mechanical engineering courses or experience.
Minimum of five (5) years of parts or service experience.
Minimum of three (3) years of team management experience, including remote individuals and groups.
Effective communication skills with customers of varying education levels.
Strong problem-solving and team-building capabilities.
Flexible attitude to accommodate variable time schedules and workloads.
Proficiency in Microsoft Office Suite.
Supervisor and Leadership Expectations
Responsible for Field Service Technicians and Technical Services Representatives.
Our Culture and Values
Employees that become part of Astec embody the values below throughout their work.
Continuous devotion to meeting the needs of our customers
Honesty and integrity in all aspects of business
Respect for all individuals
Preserving entrepreneurial spirit and innovation
Safety, quality and productivity as means to ensure success
Travel Requirements: 20% of travel, regional, international
NOTE: This position responsible for certain internal control responsibilities. These internal control responsibilities are verbally communicated to the incumbent and periodic feedback is provided as it relates to the performance of these internal control responsibilities.
WORK ENVIRONMENT
Manufacturing Environment
Shop manufacturing environment exposures include exposure to moving mechanical parts, machinery, tools and equipment, vibration, fumes or airborne particles, motorized vehicles, welding and machining operations, outside weather conditions and exposure to the risk of electric shock. The employee may occasionally be exposed to varying levels of dirt, dust, toxic or caustic chemicals, very warm and/or very chilly temperatures. The noise level in the shop can be very loud at times consistent with an industrial assembly facility and may require hearing protection. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
EQUAL OPPORTUNITY EMPLOYER
As an Equal Opportunity Employer, Astec does not discriminate on the basis of race, creed, color, religion, gender (sex), sexual orientation, gender identity, marital status, national origin, ancestry, age, disability, citizenship status, a person's veteran status or any other characteristic protected by law or executive order.
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