Field Service Manager

Caterpillar•Sewickley, PA

9d•Onsite

About The Position

The Field Service Manager provides operational management, support, and leadership to field representatives to ensure customer satisfaction, resolve field issues, and meet compliance obligations. The position is based at Caterpillar’s Pittsburgh District Office and requires working onsite five days a week. Partial relocation is available. The manager plans and organizes assignments; dispatches Field Service Representatives for customer requests, scheduled maintenance, commissioning, and other customer activities; and hires, assigns, reviews, manages the performance of, and ensures training for subordinate staff. The role also includes timely review and approval of field employee work orders, supporting sales growth through customer activity advice and call targets, assisting with resolution of field turbomachinery issues, and ensuring equipment and materials are picked up, delivered, or installed in accordance with company guidelines, customer expectations, and government regulations. The role calls for knowledge and demonstrated capability in organizational practices, conflict management, resource management, customer service management, delegation, producing results, staffing and hiring, and oil and gas safety. A degree or equivalent experience is desired. Visa sponsorship is not available. Employment offers are conditioned on successful completion of a drug screen.

Requirements

A degree or equivalent experience is desired.
Extensive experience in conflict management, including mediating and resolving conflicts among individuals, groups, and departments.
Extensive experience in resource management, including identifying, mobilizing, and adjusting resources to meet organizational objectives.
Extensive experience in customer service management, including maintaining service focus, reviewing requests, resolving service gaps, and verifying client satisfaction.
Working knowledge of delegation, including assigning tasks, communicating success expectations, monitoring progress, and providing feedback and support.
Working knowledge of producing results, including measuring performance against goals, seeking support when needed, and adapting to changing assignments and priorities.
Extensive experience in staffing, hiring, and selection, including assessing staffing needs, interviewing candidates, and recommending qualified candidates.
Extensive experience in oil and gas safety, including communicating safety rules, conducting inspections, assessing hazards, initiating corrective action, and ensuring compliance with applicable requirements.
Knowledge of the organization’s vision, structure, culture, operating principles, values, and code of ethics.

Responsibilities

Plan and organize assignments.
Dispatch Field Service Representatives to respond promptly to customer requests, scheduled maintenance, commissioning, and other customer-related activities.
Hire subordinate staff, assign tasks, review work, manage performance, and ensure training in accordance with organizational policies, procedures, and performance management processes.
Review and approve field employee work orders promptly to support timely customer invoicing.
Promote sales growth by advising on customer activities and achieving specific customer call targets.
Assist in resolving turbomachinery issues detected in the field to ensure customer satisfaction.
Ensure equipment and materials are picked up, delivered, and installed in accordance with company guidelines and policies, customer expectations, and government regulations.
Promote workplace safety, communicate safety requirements, conduct safety inspections, identify hazards or violations, initiate corrective action, and ensure employees and contractors comply with relevant safety policies and regulations.
Manage resources to meet business objectives, including assessing needs, adjusting resource requirements, and maximizing resource utilization.
Manage customer service by reviewing open service requests, addressing gaps between customer expectations and actual service levels, negotiating deliverables and service expectations, and verifying customer satisfaction.
Resolve conflicts among individuals, groups, and departments, and determine when third-party involvement is appropriate.
Participate in recruiting and staffing efforts, including assessing departmental staffing needs, interviewing candidates, and recommending qualified candidates.