Field Service Manager

Legrand North America • Kenosha, WI

3d

About The Position

Legrand has an exciting opportunity for a Field Service Manager to join the Lighting Sector Kenall Team in Kenosha, WI. The Field Service Manager will support Kenall’s post-sales field service team, which is responsible for installation assistance, resolving customer issues and warranty claims. As the leader of the field service team, assist with determining root cause with installation, product/application issues and warranty claims. This is a dynamic and highly visible position that will be exposed to all areas of the company while working with members of quality, engineering, operations and sales to provide quick and accurate resolutions to customer problems.

Requirements

• Minimum 2 years previous field service experience in a leadership role.
• Experience with LED lighting systems and lighting industry experience.
• Excellent verbal/written communication skills.
• 4-year technical degree, preferred. Associate degree with related experience considered.
• Ability to work closely with sales, engineering, quality, operations and product management and finance on identification and prioritization of post sales activities.
• Ability to work in Microsoft Outlook, Word, Excel, PowerPoint and ERP systems.
• Strong electrical and mechanical aptitude.
• Comfortable working with AC and DC voltage when analyzing issues.
• Working knowledge of test and diagnostic equipment such as a multi-meter.
• Demonstrated ability of strong customer focus and technical skills with strong electrical and mechanical aptitude.
• Ability to work with other departments in identifying and solving problems.
• Willingness to travel as needed (up to 10-15%).

Responsibilities

• Team Leadership - Manage, train, and support a team of field service technicians. Set performance goals, conduct evaluations, and foster a culture of accountability and continuous improvement. Manage warranty claims and the company database of warranty and field related claims.
• Customer Engagement –Be the key point of contact for escalated service issues and ensure timely resolution. Negotiate labor proposals with outside contractors as needed. Be the voice of the customer when interacting with engineering and operations.
• Reporting & Analysis – Monitor KPI such as response time, service Quality and customer feedback. Lead Field service root cause analysis. Analyze field data and summarize into clear, cohesive, and informative presentations. Assure the groups compliance with delegation of authority and other Legrand HR policies. Works with the quality organization to identify and resolve field issues.

Benefits

• LNCA offers comprehensive medical, dental, and vision coverage, as well as distinctive benefits like a high employer 401K match, paid time off (PTO) and holiday pay, short-term and long-term disability benefit plans, above-benchmark paid maternity and parental leave, bonus opportunities in accordance with the Company’s incentive plans, paid time off to volunteer, and an active/growing Employee Resource Group network.

What This Job Offers

• Job Type: Full-time
• Career Level: Manager
• Education Level: Associate degree
• Number of Employees: 5,001-10,000 employees