Field Service Manager

Role Overview

• Manage the coordination of technical and administrative support activities including installation, repair, preventive maintenance, and engineering change upgrades to be performed at client sites
• Ensure this through adequate reporting management and system maintenance, excellent communication with external customers and internal specialists as well as a keen sense for efficient processes and a fascination for technology
• Key ownership and management of customer escalations
• Enforce and promote a positive safety culture; Manage and drive safety compliance
• Coordinate the planning, development, and implementation of repair, upgrades, and preventive maintenance procedures to maintain system operations
• Provides input for team and FSE development plans
• Build and maintain regular communication with cross functional teams to ensure customer service effectiveness
• Assists in interviewing and hiring new Field Service Technicians and supports onboarding/offboarding process as needed
• Maintain industry standard utilization percentage as measured in our existing Service System utilizing Salesforce for scheduling team
• Support activities resulting in accurate and effective PM planning
• Ensures company policies and procedures are followed by team members
• Understand the key financial drivers and subsequent impact on the business
• Demonstrates outstanding customer service through maintenance of high quality and integrity in the work environment
• Review/Approve the team’s operating expenses and identifies spending trends and methods to optimize the budget/expense

Requirements

• Experience is Salesforce.com is preferred
• Must be proficient with MS office products and possess the ability to learn related sales or service software tool
• Previous leadership experience especially within a field service team and/or remote employees
• Knowledge of mechanical, electrical, electronic, pneumatic and hydraulic systems
• Self-motivated individual that demonstrates a high level of autonomy and ability to resolve complex problems and strong decisioning making skills
• Capable of creating an environment of support and accountability
• Excellent communicator that works well with others and treats employees fairly with strong customer service orientation
• Ability to interact and communicate effectively with technicians, support staff, and valued customers
• The ability to work in a fast-paced environment and operate remotely from the main office with limited supervision

Tech Stack

• SFDC

Benefits

• EOE M/F/Disabled/VET