Manage field service activities in support of customer operations including direct customer interface, incident or issue resolution, and completion of activities to meet project requirements for assigned area. Provide leadership for staff of employees, as well as assigned strategic initiatives and customer accounts.
Essential Functions
Supervise field service technicians according to Company policies and procedures to safely and effectively achieve Company and Division objectives.
Supervise field service technicians by communicating job expectations; monitoring and appraising job performance; reviewing compensation actions; and providing coaching and training.
Approve and coordinate execution of the scheduled activities for field service technicians, including on-call scheduling.
Lead planning and execution of assigned division-level strategic initiatives.
Provide direction for Field Service delivery and manage customer experience for assigned Key Account customers.
Manage the supplier relationship and service performance of authorized service providers in the region.
Confer with other Company personnel, as appropriate, to resolve service incidents or issues in a timely manner.
Serve as field service representative for assigned area as designated, including reviewing scopes of work to provide input for sales proposals, participating in project-specific calls and meetings, and participating in meetings with customers and external partners.
Collaborate in the development of processes and procedures as it relates to field service work.
Review field service reports and prepare activity reports and analysis as required.
Assist with site needs and requirements for scheduled work as necessary.
Ensure consistent achievement of target metrics regarding field service performance.
Maintain inventoried items and fixed assets in assigned service area.
Support and assist the Field Service Manager as needed.
Further the goals and positive, professional image of the Division through effective dealings with customers and other internal departments and divisions.
QUALIFICATIONS
Associate’s Degree in Electrical Engineering Technology or equivalent field with a minimum 5 years of field service technician experience and a minimum 2 years in a supervisory/managerial capacity, or equivalent education and experience.
Ability to read and understand technical drawings and bills of material.
Advanced analytical and problem-solving skills
Advanced interpersonal, communication and presentation skills required to communicate with customers, employees, and suppliers.
Advanced computer skills, with emphasis on MS Office products and MRP/ERP systems.
Seniority level
Mid-Senior level
Employment type
Full-time
Job function
Engineering and Information Technology
Industries
Appliances, Electrical, and Electronics Manufacturing
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