Field Service Manager

Forklifts Group•Las Vegas, NV

1d•Onsite

About The Position

The Field Service Manager is responsible for all field service operations for the branch. The Field Service Manager at Forklifts Group leads our team of technicians, assigns/schedules/dispatches daily service, champions customer service, and is responsible for the financial results of the operation. The FSM supports both service and sales and is actively involved in maintaining positive customer communication. This role is a key leader for our operations managing all aspects of the service and parts hiring, orientation, onboarding, and performance, working with them to achieve great customer service and adherence to the organization’s mission, vision, and values. This individual is a great team player with their team and the other key departments that rely heavily on the service department.

Requirements

3+ years of experience working in the automotive or heavy equipment industry
At least five years of progressively responsible experience in management, developing teams and leading people.
Ability to learn and operate in various workflow systems, able to document and view.
Ability to work independently and to effectively prioritize demands and execute tasks.
Strong written and verbal communication skills with the ability to convey information to internal and external customers in a clear and concise manner.
Proficient in Microsoft Office and a quick learn on other relevant software.

Nice To Haves

Bachelor’s Degree preferred
Previous experience managing and dispatching technicians for service calls is preferred

Responsibilities

Manages and dispatches assigned technicians to ensure effective completion of day-to-day service.
Coordinates technician schedules to align customer account needs and technician capabilities.
Schedules monthly preventive maintenance to ensure PM completion rate goals are met.
Utilizes a proactive approach to customer service, anticipating needs and potential issues; resolves customer complaints in a timely manner.
Works with technicians to resolve problems in order to complete every job assigned.
Manages overall job progress, ensuring technicians diagnose problems within two hours of arrival at customer locations.
Escalate problems for troubleshooting when required.
Meets or exceeds standard performance for billable time (Goal of 85% or higher), warranty recovery rate (Goal - 100%), year-over-year sales growth (Goal of 7% YOY), gross profit margins (Goal of 65% or higher), and total profitability in service department (Goal of 30% or higher).
Controls operational costs by analyzing budgetary performance and implementing cost controls.
Regularly reviews and maintains appropriate technician billable rates.
Monitors technicians’ timecards, maintaining accurate records for customer invoicing.
Ensures technicians follow all work order procedures, accurate time and parts on the job, filled out PM checklists, obtain customer signatures, close out the day, and complete jobs.
Performs monthly field audits to ensure the safety of on-site technicians; utilizes these opportunities to communicate with customers about their current level of service; documents field audits using the proper forms and customer communications.
Responsible for booking service vehicle repairs and PMs and coordinating with technicians.
Leads by example in promoting a safe workplace.
Follows core safety values and ensures safety standards are adhered to, including SDS, PPE, JSAs, hot work permits, and customer safety rules.
Ensures company accident and incident reporting procedures are followed.
Owns the recruiting process for technicians by networking, actively recruiting, reviewing resumes, conducting interviews, and making hiring recommendations.
Responsible for performance management, including timely reviews, coaching, and counseling, and following proper disciplinary procedures when employee issues arise.
Establishes regular communication with account managers to resolve any ongoing issues.
Works with the technician to ensure field quotes and warranty repairs are completed timely.
Utilizes Cor360 to process and approve all vehicle maintenance and vendor invoices.
Generates revenue by regularly promoting and selling service products to customers.