Field Service Manager

Hoshizaki America•San Antonio, TX

117d

About The Position

Lancer Worldwide, a Hoshizaki Company, is an award-winning global leader in beverage dispensing. Through innovation and a commitment to dedication in action, we create products that benefit our customers worldwide, and give them a distinct advantage in the marketplace. We offer our teammates the opportunity to grow personally and professionally, to contribute to the success of a dynamic organization, and to serve others in a manner that exceeds their expectations. We welcome talented, passionate, and highly motivated individuals to join our team. The Field Service Manager oversees a team of service technicians and contractors in their daily tasks, manages scheduling and dispatching, and ensures the highest quality of customer service. The role also facilitates training sessions with customers and service agents, providing support and assistance when working on or installing Lancer equipment.

Requirements

Proven experience as a Field Service Manager or similar managerial role
Knowledge of field service operations and customer service principles
Strong leadership and team management abilities
Excellent organizational and problem-solving skills
Ability to handle stressful situations and remain calm under pressure
Strong written and verbal communication skills
Proficiency in relevant software applications
Proficient in Microsoft Office Suite and other relevant software
Candidates must be legally authorized to work in the United States and must not require employer sponsorship to obtain or maintain work authorization for this position.

Nice To Haves

Rich understanding of the industry, competition, products, and services
Ability to influence and improve existing customer relationships and develop new relationships across the industry
Forward thinking leadership skills to propel the business
Ability to influence, develop, and manage cross functional teams and positively drive culture and teamwork, while creating global synergy with the Lancer business
Strong business acumen and ability to manage P&L
Results oriented, innovative, and entrepreneurial approach
Excellent planning, organizing, communication and negotiation skills
Bachelor’s degree in Business Management, Engineering or related field is desirable

Responsibilities

Oversee and coordinate service team activities and field technicians
Develop and implement service policies and procedures
Ensure compliance with safety and quality standards
Manage dispatching and scheduling of service orders
Train and mentor new staff members
Monitor team performance and provide coaching as necessary
Handle customer complaints and ensure issues are resolved in a timely and professional manner
Communicate with clients regarding services, contracts, and equipment warranties
Maintain and manage inventory of service parts and tools
Prepare and present reports on team performance, service orders, and customer satisfaction
Continually evaluate and improve field service processes to increase efficiency and customer satisfaction
Collaborate with sales and support teams to understand customer requirements and provide sales support
Ensure customer inquiries and service-related issues are addressed promptly and resolved effectively
Develop and facilitate customer and service agent training programs to improve product knowledge, installation, troubleshooting, and service capabilities
Provide effective field support for customer projects, installations, troubleshooting, and service activities
Collaborate with the Product Line Management team to provide field input and support the development and improvement of new products
Develop and manage the annual Technical Operations budget while maintaining appropriate cost controls