Field Service Manager I

Gregory Poole Equipment Company•Raleigh, NC

About The Position

The Field Service Manager I provides major support to the service department by promoting customer satisfaction, maintaining direct customer contact, quoting major jobs, supervising field service technicians, and handling administrative and operational responsibilities. The role coordinates customer service requests, schedules and prioritizes repair work, communicates service updates, resolves complaints, and serves as a liaison among service, shop, parts, transportation, and specialization departments and branches. The position also manages work orders, purchase orders, correspondence, quotes, records, and reports, and administers credit and cash-on-delivery collections according to company policy. It supervises and dispatches field service personnel, conducts performance reviews for direct reports, and ensures safety guidelines and policies are followed. Bilingual English/Spanish skills are preferred.

Requirements

Associate’s degree and five years of service industry experience, including three years of supervisory or lead experience; an equivalent combination of education and experience may be considered.
Good customer relations skills.
Basic PC experience, including keyboarding and word-processing software.

Nice To Haves

Bilingual English/Spanish skills.
Basic mechanical and product knowledge.
Experience with Microsoft word-processing software.

Responsibilities

Accept and coordinate customer inquiries and requests for machine repair or service received by phone, walk-in, or mail.
Establish job priorities and schedule daily assignments for field technicians.
Manage or resolve customer machine-service complaints and problems to achieve customer satisfaction.
Provide customer service, pricing quotes, and information about service completion and delivery schedules.
Monitor machine repair schedules daily and promptly contact customers about updates, changes, or additional repair needs.
Coordinate repair priorities and daily job assignments.
Liaise with the Service Manager, other departments, and branches, including the shop, parts department, machine transportation, and Specialization shop.
Open, maintain, and close work orders, including looking up customer accounts, job and component codes, and warranty status, and entering information into the mainframe.
Administer credit and COD collection according to company policy.
Issue, extend, and enter purchase orders.
Prepare correspondence, quotes, records, and reports, and periodically prepare reports and memos.
Supervise and dispatch Field Service personnel to ensure accuracy, quality, and profitability.
Prepare and conduct performance reviews for direct reports.
Ensure safety guidelines and policies are followed.