Technical Operations Manager

Our Company

Lancer Worldwide, a Hoshizaki Company, is an award-winning global leader in beverage dispensing. Through innovation and a commitment to dedication in action, we create products that benefit our customers worldwide, and give them a distinct advantage in the marketplace. We offer our teammates the opportunity to grow personally and professionally, to contribute to the success of a dynamic organization, and to serve others in a manner that exceeds their expectations. We welcome talented, passionate, and highly motivated individuals to join our team.

Summary/Objective

The Field Service Manager oversees a team of service technicians and contractors in their daily tasks, manages scheduling and dispatching, and ensures the highest quality of customer service. The role also facilitates training sessions with customers and service agents, providing support and assistance when working on or installing Lancer equipment.

Key Performance Indicators

• Ensure customer inquiries and service-related issues are addressed promptly and resolved effectively
• Develop and facilitate customer and service agent training programs to improve product knowledge, installation, troubleshooting, and service capabilities
• Provide effective field support for customer projects, installations, troubleshooting, and service activities
• Collaborate with the Product Line Management team to provide field input and support the development and improvement of new products
• Develop and manage the annual Technical Operations budget while maintaining appropriate cost controls

Essential Functions

• Oversee and coordinate service team activities and field technicians
• Develop and implement service policies and procedures
• Ensure compliance with safety and quality standards
• Manage dispatching and scheduling of service orders
• Train and mentor new staff members
• Monitor team performance and provide coaching as necessary
• Handle customer complaints and ensure issues are resolved in a timely and professional manner
• Communicate with clients regarding services, contracts, and equipment warranties
• Maintain and manage inventory of service parts and tools
• Prepare and present reports on team performance, service orders, and customer satisfaction
• Continually evaluate and improve field service processes to increase efficiency and customer satisfaction
• Collaborate with sales and support teams to understand customer requirements and provide sales support

Knowledge, Skills & Abilities

• Rich understanding of the industry, competition, products, and services
• Ability to influence and improve existing customer relationships and develop new relationships across the industry
• Forward thinking leadership skills to propel the business
• Ability to influence, develop, and manage cross functional teams and positively drive culture and teamwork, while creating global synergy with the Lancer business
• Strong business acumen and ability to manage P&L
• Results oriented, innovative, and entrepreneurial approach
• Excellent planning, organizing, communication and negotiation skills

Education & Experience

• Proven experience as a Field Service Manager or similar managerial role
• Knowledge of field service operations and customer service principles
• Strong leadership and team management abilities
• Excellent organizational and problem-solving skills
• Ability to handle stressful situations and remain calm under pressure
• Strong written and verbal communication skills
• Proficiency in relevant software applications
• Bachelor's degree in Business Management, Engineering or related field is desirable
• Proficient in Microsoft Office Suite and other relevant software

Additional Information

Lancer Worldwide does not provide employment-based visa sponsorship for this position. Candidates must be legally authorized to work in the United States and must not require employer sponsorship to obtain or maintain work authorization for this position.

Applicants who require reasonable accommodation during the application or interview process should contact Lancer Worldwide directly.

Notice To Third Party Agencies

Please note that LANCER does not accept unsolicited resumes from recruiters or employment agencies. In the absence of a signed Recruitment Fee Agreement, LANCER will not consider or agree to payment of any referral compensation or recruiter fee. In the event a recruiter or agency submits a resume or candidate without a previously signed agreement, LANCER explicitly reserves the right to pursue and hire those candidate(s) without any financial obligation to the recruiter or agency. Any unsolicited resumes, including those submitted to hiring managers, are deemed to be the property of LANCER.

EEO Statement

Lancer provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation and training.