Service Manager

Summary: The field service manager plays a crucial role in ensuring that customers receive reliable and high-quality support for their equipment, while also managing and developing a skilled field service team. Maintains customer satisfaction by managing service staff and by providing timely and relevant information to resolve customer issues.

Essential Duties and Responsibilities:

Team Management

• Supervision: Overseeing a team of field service technicians, assign tasks, and ensure personnel are properly trained and equipped.
• Scheduling: Coordinating the schedules of field service technicians to ensure efficient use of resources and timely service to customers.

Customer Support and Service Delivery

• Customer Interaction: Acts as the primary point of contact for customers requiring field service. Manages communication and ensures customer needs are met.
• Service Coordination: Plans and coordinates field service activities including installations, maintenance, repairs, and upgrades of equipment at customer sites.
• Issue Resolution: Troubleshoots and resolves complex technical issues that arise in the field. This involves remote support as well as working with technicians or engineering resources

Performance Monitoring and Reporting

• Metrics Tracking: Monitoring key performance indicators (KPIs) such as response times, service completion rates, and customer satisfaction.
• Reporting: Preparing and presenting reports on field service activities, team performance, and customer feedback to senior management.

Quality Assurance

• Standards Enforcement: Ensuring that field service operations adhere to company standards, industry regulations, and safety protocols.
• Continuous Improvement: Gathering feedback from the field service team and customers to identify areas for improvement in service delivery.

Training and Development

• Skill Development: Identifying training needs and providing ongoing training and development opportunities for field service technicians to enhance their skills.
• Knowledge Sharing: Promoting best practices and sharing technical knowledge across the team to ensure consistent service quality.

Resource Management

• Budget Management: Monitoring and controlling the budget for field service operations. Understanding costs and warranty procedures to ensure proper billings for maintenance, service, and installations while maintaining quality.
• Manages department utilization and expenses

Collaboration with Other Departments

• Engineering Liaison: Works closely with the engineering team to understand technical issues, provide field insight, and contribute to product improvements.
• Sales and Support: Coordinates with sales and customer support to address customer needs, ensure smooth service delivery, and support sales efforts with technical expertise.

Customer Relationship Management

• Relationship Building: Building and maintaining strong relationships with key customers, understanding their needs, and ensuring high levels of satisfaction.
• Service Contracts: Managing service contracts, including renewals, and ensuring compliance with the terms of agreements.

Safety and Compliance

• Safety Protocols: Ensuring that all field service activities comply with safety regulations and company policies to protect both technicians and customers.
• Compliance Management: Keep up to date with relevant laws and regulations and ensure the field service team operates within these guidelines.

Utilize the CRM tool to manage customer relationships

• Ensure that the service team records service, diagnostic, and customer information through the through D365 for each customer visit they make.
• Analyze CRM data to understand best practices and determine the best way to address customer issues

Leads the continuous improvement effort

• Documents processes and procedures, eliminates non-value-added activities, and participates in cross functional teams
• Drives continuous improvement

Maintains professional and technical knowledge

• Establishes personal networks, participates in professional societies, attends professional workshops and reviews publications

Constant (over 66%)

Supervisory Responsibilities

(Supervises work of others, including planning, assigning, scheduling and reviewing work, and ensuring quality standards.  Is responsible for hiring, terminating, training and developing, reviewing performance and administering correction action for staff.  Plans organizational structure and job content.)

Independence of Action

(Decisions have significant, broad implications for the management and operations of a division.  Job contributes to decisions on the overall strategy and direction of the company.)

Decision Making

(Decisions have significant, broad implications for the management and operations of a division.  Job contributes to decisions on the overall strategy and direction of the company.)

Problem Solving

(Problems are highly varied, complex and often non-recurring; require novel and creative approaches to resolution. New concepts and approaches may have to be developed.)

Frequent (33%-66%)

None

Occasional (10%-33%)

None

Seldom (1-10%)

None

Non-Essential Duties and Responsibilities:

None

Qualifications:

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions.

Knowledge, skills and/or abilities:

 Software

• ERP system (M3/Infor Smart Office preferred)
• D365 CRM
• Microsoft Office (Word, Excel, PPT, Outlook)
• RS Linx,
• RS Logix 500 and 5000
• Factory talk view
• TeamViewer
• AutoCAD viewer

Skills

• Electrical, Mechanical, and Hydraulic Troubleshooting
• Programming experience preferred
• Project/Process Management
• Written and Oral Communication
• Interpersonal Communication  
• Problem- Solving
• Management and Leadership

Abilities

• Strong technical aptitude
• The ability to deal with abstract and concrete variables with high attention to detail.
• Ability to provide a respectful work environment for others
• Ability to work well with others in a team atmosphere.

Education and/or Experience:

• High school or GED required
• Vocational or technical training required
• A college degree is preferred
• 5 years of supervisory experience plus 8+ years industry experience

Physical Demands (The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions):

Constant (over 66%)

Sitting, Hearing, Listening

Frequent (33%-66%)

Talking, Standing, Walking

Occasional (10%-33%)

*Lifting up to 30 pounds

Seldom (1-10%)

Bending, stooping, Climbing stairs, Kneeling, Squatting, Crouching, Crawling, Balancing

Reaching Overhead, Pulling, Pushing

*Lifting from 30 up to 50 pounds*Carrying up to 30 pounds

Specific vision abilities required for this job include close vision, depth perception, and the ability to adjust focus

Work Environment (The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions):

Office Environment: Employees are protected from weather conditions or contaminants, but not necessarily occasional temperature changes.

Travel: May include up to 25% travel to customer sites for personal follow-up visits

Extreme Cold: Temperatures typically below 32o for more than an hour.

Extreme heat: Temperatures above 100o for more than an hour.

Noise: There is sufficient noise to cause you to shout to be heard above the noise level. Hearing protection in plants is recommended

Vibration: Exposure to oscillating movements of extremities or whole body.

Hazards: Includes a variety of physical conditions, such as proximity to moving mechanical parts, moving vehicles, electrical current, working on ladders and high places, or exposure to chemicals.

Oils: There is air or skin exposure to oils or other cutting fluids.

Atmospheric conditions: Conditions that affect the respiratory system, such as fumes, odors, dusts, mists, gases, or poor ventilation.

Required Personal Protection Equipment (PPE's):   Safety glasses, steal toe work boots, hearing protection, and high visibility clothing as required. Other PPE as required by specific operation performed.

Qualifications:

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions.

Knowledge, skills and/or abilities:

 Software

• ERP system (M3/Infor Smart Office preferred)
• D365 CRM
• Microsoft Office (Word, Excel, PPT, Outlook)
• RS Linx,
• RS Logix 500 and 5000
• Factory talk view
• TeamViewer
• AutoCAD viewer

Skills

• Electrical, Mechanical, and Hydraulic Troubleshooting
• Programming experience preferred
• Project/Process Management
• Written and Oral Communication
• Interpersonal Communication  
• Problem- Solving
• Management and Leadership

Abilities

• Strong technical aptitude
• The ability to deal with abstract and concrete variables with high attention to detail.
• Ability to provide a respectful work environment for others
• Ability to work well with others in a team atmosphere.

Education and/or Experience:

• High school or GED required
• Vocational or technical training required
• A college degree is preferred
• 5 years of supervisory experience plus 8+ years industry experience