Field Service Manager

Welch Equipment Company•Denver, CO

9h•$90,000 - $100,000

About The Position

With the guidance of the Service Manager, the Field Service Manager will lead, develop and oversee the daily operations of an assigned team of field-based technicians. Key objectives are to ensure that all activities are carried out under the company’s and/or our customers’ safety policies (whichever is greater), that our maintenance & repair services are executed consistently with the highest degree of proficiency, efficiency and at a sustainable & profitable level. They will be guided by the organization’s values of maintaining a consistent positive attitude, focused on getting better together every day while applying a K365 (Kaizen) approach to their work. This position is a high visibility leader across the organization, that must embody servant leadership.

Requirements

Prior experience in leading & managing billable hours, maintenance & repair business preferred. Including financial responsibility & key performance metrics of a maintenance & repair business.
Four-year college degree or associates degree preferred.
Strong business & financial acumen
High emotional intelligence
Strong verbal and written communication skills
Strong organizational skills
High proficiency and aptitude for understanding modern systems, software, hardware, etc. valued.

Nice To Haves

Mechanical certifications from institutions like Lincoln Tech, or other technical/vocational institutions a plus
Other mechanical certifications, like ASE, electrical, hydraulic, power train, etc are a plus
Specific experience in the maintenance & repair of material handling equipment or other related equipment, i.e. diesel, heavy hydraulics, electrical systems, etc. highly valued

Responsibilities

Lead and be accountable to operate under all established environmental, health and safety policies, ensuring the safety and well-being of all employees, customers, the public and being good stewards of our environment.
Identify unsafe operations and practices; work closely with the company EHS team to ensure compliance with all environmental, health & safety policies, make recommendations related to safety practices, policy, training, etc. with the end goal of protecting all company team members, our customers, property and the public at large. Zero accidents are the mission.
Achieve or exceed established performance benchmarks for: Incident Rating Effective labor rate Technician Productivity Technician Recovery WIP Response time SM completions Vehicle cleanliness & organization Van parts & tool inventory
Help assess technician skills & abilities, training gaps, etc. And organize/coordinate company resources to improve skills & close gaps. Lead achieving OEM technician training objectives for your assigned team.
Manage and oversee hourly inventory, to include billable, expense, overtime, & system posting, payroll posting reconciliation verification.
Help develop and execute performance objectives and countermeasures to ensure consistent achievement of operational goals with a strong focus on process orientation.
Manage operating costs and constantly seek ways to improve operating methods, safe operations, procedures and results.
Develop and maintain positive and professional working relationships with departmental staff as well as with other departments; practice sound leadership methods to build good morale and teamwork.
Participate cross-functionally in strategic initiatives, planning and policy deployment. Strong relationships are needed across the organization, and specifically with our Parts, Product Support sales team & leadership, as well as our RLM (Raymond Lean Manager) leadership and team.
Manage and develop organizational talent to position organization for growth and succession planning.
Review financial data, activity reports, and other performance data to measure productivity and goal achievement and to determine areas needing cost reduction and program improvement.
Development of role-based bonus & incentive structures.
Provide a timely and thorough resolution of customer complaints and issues.
Develop positive, long-term relationships with the customer base and seek to capitalize on repeat business.
Perform workmanship audits of your assigned team’s SM’s & Repairs, coaching technicians on any gaps in expectations and organizing resources to ensure expectations will be met.
Be a first line of technician support for troubleshooting/diagnostic stalls.
Understand the importance and value of warranty to our customers and help manage and oversee through system & process controls, at the coordinator level, that we help our customers maximize their warranty coverage.
Work with Warranty, our OEM’s and other company resources to help us meet safety and product improvement campaign objectives and deadlines.
Be the first call to company Technical Service Specialist resources, when unsure with how to proceed with diagnostics & machine down resolution.
Maximizing customers machine Up-Time is our mission.
Carry yourself with a partnership mentality related to interactions with key OEM’s & vendors.
Uphold and oversee compliance of all company HR policies; including technician hiring, performance reviews, training, terminations, payroll, etc.as it pertains to your role and your assigned team of technicians.
Uphold and oversee compliance of all company accounting policies, including purchasing, expenses, travel & entertainment, etc. as it pertains to your role and your assigned team of technicians.