Field Service Manager

Dead River Company•Auburn, ME

2d•Onsite

About The Position

The Field Service Manager supervises the installation and repair of heating equipment to ensure a high level of customer satisfaction while ensuring an efficient and profitable operation.

Requirements

Prior working knowledge of the petroleum industry is required.
Leadership skills and a desire to lead
Strong communication and interpersonal skills
Focused on customer service
Technical, mechanical and analytical (troubleshooting) skills
Ability to work independently and in a dynamic environment
Dependability
Flexibility
Delegation and follow-up skills with an emphasis on quality control
Ability and interest in training others
A high school diploma is required.
The Field Service Manager must have a Master Oil Burner License and CETP propane certification.
Frequent communication with the Administrative Service Manager, service dispatchers, company sales personnel, technicians, local and state fire officials, building inspectors and customers.
Office equipment used in this position includes a calculator, networked personal computer, various printers, photocopiers, FAX machine and telephone.
The Field Service Manager uses and must be familiar with all types of heating equipment and the equipment and tools necessary for installations.

Nice To Haves

Two to four years of supervisory experience is preferred.

Responsibilities

Assumes responsibility for the overall performance and management of the service technicians. Assures that work assignments are completed correctly and efficiently.
Assures proper training and development of human resources in the service department to provide quality service to customers and retain a skilled, productive workforce.
Hires and terminates service technicians (with the District Manager). Evaluates and discusses performance with employees and maintains written performance documentation files according to Dead River policy.
Keeps abreast of technological improvements and/or changes relating to the petroleum equipment industry through training seminars and communication with manufacturers and vendors.
Inspects the work of service technicians for quality control purposes and provides guidance and advice as necessary.
Reconciles customer complaints and ensures proper resolution.
Assumes responsibility for the maintenance of service department vehicles and works closely with the Operations Manager to coordinate vehicle maintenance requirements with the company mechanic. Ensures that service technicians maintain vehicle cleanliness and inventory according to company guidelines.
Provides cost estimates for internal parts and labor on equipment installations when requested.
Performs other work-related duties as assigned.
Determines the labor hours required and prepares labor cost reports for company sales personnel as part of the installation estimates submitted to customers.
Assists the Administrative Service Manager with service department scheduling to balance emergencies, customer satisfaction and budgetary considerations.
Oversees the safe use of company service vehicles and all aspects of service technician safety including appropriate personal protective equipment, proper lifting of heavy parts and equipment, hazardous materials handling, and general safety awareness.