Field Service Manager

Candidates must be great at leading people. This is a leadership role requiring them to inspire the team and get them to buy into all company goals and standards while feeling appreciated, worthy, and that their contributions matter.

Role Overview:

• Lead and inspire a team of Field Service Supervisors to deliver exceptional customer support.
• Develop and implement scalable processes to enhance the efficiency and effectiveness of the aftermarket team.
• Monitor and improve key performance indicators (KPIs) to ensure high-quality service.
• Coordinate scheduling and training to ensure the right technicians are assigned to tasks and are well-prepared.
• Oversee administrative tasks, ensuring thorough documentation and timely submission of reports and expenses.
• Conduct regular warranty reviews and maintain communication with factories to resolve issues and implement preventative measures.
• Ensure compliance with all processes and encourage adherence among team members.
• Develop and utilize CRM and Desk systems to track and monitor support issues.

Qualifications:

• Proficiency in ERP and CRM systems.
• Strong communication and problem-solving skills.
• Ability to build and maintain strong relationships with customers and internal teams.
• Knowledge of Lean principles.
• Proficiency in Microsoft Office tools.
• Strong presentation skills and ability to respond to questions effectively.
• Team-building and interpersonal skills.

Requirements:

• Associate degree in engineering or a related technical field.
• 4-5 years of experience in field service management or a related area.
• Strong communication and collaboration skills.
• Analytical and problem-solving abilities.
• Experience in the capital equipment industry is a plus.
• Willingness to travel as needed (less than 15%).