Manager, Field Service

Revision Date:  7/31/2015
Reports To: EVP Global Solutions

JOB SUMMARY: This position is responsible for ensuring that field service is provided as needed on all
Stolle product lines to international and domestic customers.Ensure the efficient and effective
distribution of work and cost effective assistance through all field service technicians and direct
reports through team work provide service, audit, warranty and production expertise as required and as
assigned.  Respond as a subject matter expert on all service related issues and as the ultimate decision
maker for scheduling and service assignments. As the first point of contact for customers, utilize all
available resources to resolve customer concerns and exceed customer expectations.

PRINCIPLE ACCOUNTABILITIES include:
• Personnel Administration:  Ensure equal distribution of work load as appropriate, responsible
for the effectiveness, efficiency and morale of field service personnel.Ensure all personnel
are trained for success and the opportunity for never-ending improvement.
• Daily Operations:  Utilizing IFS enter data, maintain and update reports as required.Monitor
metrics (ie customer calls, customer complaints and service write-ups) used to determine individual
personnel performance, departmental efficiency/effectiveness and machinery operation exceptions. 
Act with authority to approve service quotes. Respond as a resource to the VP Ops and Stolle leadership as requested. 
• Service: Troubleshoot & "Quarterback" all incoming service calls, address all customer concerns,
needs and complaints. Seize the opportunity to turn an issue into a service call. Capitalize on
the individual strengths of service team members.

Additional responsibilities and duties may be assigned.

Minimal requirements for education, knowledge and experience:
• High School Diploma or GED
• 12-15 years of hands-on domestic and/or international field service.
• 5 years in a managerial/supervisory role w/ 5+ direct reports.
• ERP system,Microsoft experience w/ emphasis in Excel.
• Excellent customer service skills
• Ability to make decisions with limited information, multi-task, prioritize and weigh
domestic/international assignment options quickly.

This position requires the ability to perform the essential duties and responsibilities in the following environment:

• Work schedule generally consists of 40 hours per week, which may include on-call status, evenings, and/or weekends.