Field Service Manager

Stowers Machinery Corporation•Knoxville, TN

About The Position

The Field Service Manager is responsible for managing work performed in the service area and achieving operational goals. The role includes providing job quotes, reviewing work orders for customer billing, communicating with customers, and ensuring field safety practices and compliance with operating policies. The position is accountable for the satisfaction of internal and external customers while supporting corporate goals. The incumbent is expected to demonstrate alignment with the company's mission and core business values, collaborate with internal and external resources, and participate in ongoing self-development. The role also includes leadership responsibilities such as interviewing, hiring, training, assigning and directing work, coaching and developing employees, appraising performance, and addressing complaints and problems.

Requirements

Knowledge of and experience in field service management.
Excellent communication and interpersonal skills to establish working relationships across multiple departments and organizational levels.
Excellent verbal, written, communication, and presentation skills.
Exceptional organizational, self-management, time-management, and multitasking skills.
Ability to work on multiple projects and deal effectively with employees and management.
Ability to think logically while interpreting and analyzing problems.
Ability to identify complex problems, review related information, develop and evaluate options, and implement solutions.
Ability to work independently and as part of a diversified team.
High school diploma or GED required.
At least 5 years of experience in heavy equipment service, with at least 2 years in a supervisory or managerial role.

Nice To Haves

At least 5 years of heavy equipment repair experience in shop and field.
Experience managing remote or mobile service teams.
Strong understanding of warranty processes and service contracts.

Responsibilities

Establish, agree upon, and communicate job expectations, including accurate price quotes and time estimates, to internal and external customers.
Establish, model, and reinforce safety practices that support employee and customer safety.
Model collaborative problem solving and influencing skills to align service activities with the service department and company's business plans.
Provide the Service Manager with accurate and timely status reports on all open work orders.
Review the monthly service operations branch statement to assess progress toward department business goals.
Participate in the selection, development, and evaluation of service department personnel.
Coordinate the company safety program within areas of responsibility in accordance with corporate policies and guidelines.
Complete other key projects as assigned by management.
Work safely and comply with applicable safety policies and company policies, procedures, and standards.
Perform other duties as assigned.
Interview, hire, and train employees; plan, assign, and direct work; coach and develop employees; appraise performance; reward and discipline employees; and address complaints and resolve problems.