Field Service Manager

TGI Office Automation•New York, NY

1d•$85,000 - $95,000•Onsite

About The Position

A second-generation family-owned business for over 60 years, TGI Office Automation is a comprehensive office technology provider offering scalable solutions for many of today’s complex business issues. TGI offers unparalleled, innovative technology from a variety of industry-leading partners. TGI’s Mission Statement: Office automation empowers your business. By improving bottom-line profitability through smart, strategic solutions, we help our customers reduce costs and maintain a competitive position.

Requirements

Customer Imaging Specialist or equivalent experience
Demonstrated electro-mechanical and digital electronic expertise
Demonstrated ability to motivate and train technicians
Demonstrated basic leadership ability
Strong oral and written communication skills
Excellent customer service and interpersonal relations skills
Excellent technical knowledge of company product line
Strong Knowledge of company policies and procedures
Proficient with ERP software
Proficient in Microsoft Office suite, especially Microsoft Excel for data analysis and reporting, and Microsoft Outlook for email
Excellent organizational and multitasking skills
Team player with good interpersonal skills and positive attitude
Minimum 3-5 years of field service experience
Minimum 2 years of supervisory or management experience
Demonstrated ability to manage remote employees across multiple customer locations
Experience conducting ride-alongs, performance coaching, and field audits
Experience managing technician productivity, utilization, and customer satisfaction metrics
Proven ability to hold employees accountable for performance, attendance, and policy compliance

Responsibilities

Manages a service territory and the team of technicians assigned to it to ensure technically proficient, timely, customer-oriented service.
Professionally represents TGI Office Automation as a responsive, reliable customer-oriented company by ensuring technically proficient, cost-effective and timely service.
Provides technical, administrative and supervisory support necessary to maintain, develop and grow the field service team.
Serves as the territory liaison to technical support, training, and manufacturer’s engineering departments as well as sales management in service-related matters.
Works with the technicians in assigned territories in the daily achievement of all service KPIs and objectives and assists in their training and development.
Successfully ensures compliance with departmental directives and company policies and procedures.
Builds and maintains effective relationships with colleagues, customers, and direct reports.
Personally maintains a high level of technical, electronic, digital, and networking skills.
Continually builds upon knowledge of TGI Office Automation products and services.
Achieves territory management and technician development through field audits, open call management, and daily communication.
Conducts team technical meetings, reviews technical bulletins, and determines training needs.
Works with management to develop and implement action plans for technicians below productivity goals.
Works with technicians prior to or immediately following formal training to ensure identified skills are attained.
Conducts final evaluation of problematic equipment prior to on-site visit from technical support.
Assists branch technicians in troubleshooting problematic machines.
Works with management in scheduling training and realignment of territories.
Reviews car stock to ensure that on-hand inventories are kept to a minimum.
Conducts regular inventory assessments of technicians’ stock, per company guidelines.
Ensures compliance with branch directives and established company policies and procedures.
Informs his/her immediate supervisor of significant key operator error situations.
Always maintain professionalism in dress and demeanor.
Spends a minimum of four (4) hours per workday performing field-related duties, including visiting client sites, meeting with customers, conducting inspections, supervising field personnel, and addressing operational issues.