Field Service Manager - Kentucky Region

Prosource•Blue Ash, OH

About The Position

The Field Service Manager is responsible for overseeing and managing the field service operations related to office equipment for our Kentucky customers. This role involves coordinating and supervising a team of field service technicians, ensuring timely and efficient delivery of services, and maintaining high levels of customer satisfaction. The Field Service Manager will also collaborate with other departments to improve processes, resolve customer issues, and achieve operational goals.

Requirements

College-level course work in electronics, management, and or business.
4 + years of service technical hands-on work.
Ability to multitask with service issues.
Excellent customer relations skills background.
5+ years of prior technical management.
Behavioral Traits, Activities, and Skills Required: Approachable Assertive Communication Decision Making Initiative Organization Negotiation? Persuasion Problem Solving Teamwork Training

Responsibilities

Team Management: Recruit and supervise a team of field service technicians.
Establish and implement a training strategy that includes skill development programs to meet employee needs and development.
Assign and schedule service calls, ensuring proper coverage and efficient use of resources.
Provide guidance and support to technicians, including technical assistance and problem-solving.
Service Delivery: Ensure timely and effective service delivery.
Monitor service requests, prioritize tasks, and manage service level agreements (SLAs).
Troubleshoot complex technical issues, both remotely and on-site, and provide solutions to minimize downtime.
Customer Relationship Management: Build and maintain strong relationships with clients by understanding their needs and providing excellent customer service.
Address customer inquiries, concerns, and escalations promptly and professionally.
Implement improvement strategies based on customer feedback.
Operational Efficiency: Develop and implement standard operating procedures (SOPs) for field service operations, ensuring consistent and efficient processes.
Optimize resource allocation, inventory management, and equipment utilization to maximize productivity and profitability.
Collaborate with internal teams to streamline operations and improve service quality.
Performance Monitoring and Reporting: Track key performance indicators (KPIs) and metrics related to service delivery, technician productivity, and customer satisfaction.
Generate regular reports on operational performance, identify trends, and propose corrective actions as needed.
Conduct performance evaluations of field service technicians, provide feedback, and implement training or development plans.
General Administration (30%) Support and give direction to the service technicians and help to develop the service support team. This includes service metrics, service financials, policies, and procedures that provide a positive work environment. Take ownership and make recommendations for improving Service and customer support at ProSource. Develop good management skills.
Scheduling (30%) Manage the day-to-day scheduling of the service call load.
Customer visits, audits, and ride-alongs: (30%) Support customer and employee connectivity calls and questions. Provide oversight for any technical service and customer issues and work with the Senior Field Engineer to support technical and personnel performance issues.
Training and Development (10%) Establish and implement a training strategy for each service team member. Implement skill development programs for various employee needs in Service and future employee development.