Field Service Manager

Easy Ice LLC•Fort Worth, TX

About The Position

As a Field Service Manager you will play a pivotal role in ensuring the seamless operation and maintenance of our products. You will oversee a team of skilled technicians, providing leadership, guidance, and support to enhance service delivery and customer satisfaction. Your responsibilities will include managing schedules optimizing resource allocation, and ensuring that all field operations align with company standards and best practices.

Requirements

High School Diploma or equivalent
EPA Certification: Universal
Customer Service experience is required, previous service experience preferred
Strong customer-facing skills as well as strong phone skills and the ability to project a pleasant tone
Team oriented
Self-starter
Troubleshooting
Detailed oriented and high level of accuracy delivered
Proficient in Microsoft applications
Ability to perform effectively in a fast pace environment
Ability to handle stress and resolve problems quickly
Strong organizational and time management skills
Ability to learn Easy Ice/Automatic Icemakers protocols and procedures
Strong command of company’s policies and procedures
Continuously evaluate and identify opportunities to drive process improvements that positively impact the customer’s experience
A desire to continually increase your knowledge of the industries we serve; and, products, services and processes our company can produce
Exhibit good decision making, analytical problem solving and excellent organizational abilities
Communicate clearly and professionally, both verbally and in writing, and possess excellent interpersonal skills

Responsibilities

Lead, Manage, Coach and Mentor the department.
Build a scalable department by implementing processes and procedures in adherence to the Easy Ice operating system.
Create and maintain preventative maintenance schedule
Displays extensive working knowledge of industry standards and practices, including product details and company services offered
Coordinate work order schedule with Technicians and customers
Responsible for ensuring technicians are following SOP
Responsible for technician’s yearly performance reviews
Monitors department issues and client complaints to define patterns and work to lessen those recurring issues
Maintain inventory and parts that the Field Technicians use
Manage equipment refurbishment ensuring work is completed to standard
Follow up with customers regarding maintenance satisfaction as well as auditing work being done to ensure all standards are being met and maintenance work is carried out effectively, correctly, and thoroughly
Responsible for ensuring all parts are returned and submitted for warranty on schedule
Offers exemplary customer service, including maintaining customer relationships and ensuring repeat customers by upselling products and services and taking care of any customer concerns or complaints quickly and professionally
Maintain and monitor metrics for Service, PM, and Refurbishment processes
Assists with or performs administrative tasks
Other duties as assigned