Field Service Manager, General Industries
About The Position
SUMMARY OF ROLE The Field Service Manager provides Field Service Technicians and Engineers with training opportunities, manages schedules, follows up on open service & support cases, and directly fulfills commissioning, field service and preventative maintenance obligations. The Field Service Manager will be responsible for overseeing the post-installation responsibilities and service work for the Low & Medium Voltage Power Systems installed base, as it relates to performance and system uptime with the support of associated Service and Nidec Conversion Engineering departments. The Field Service Manager is responsible for providing, directly and through the Field Service Technicians/Engineers, comprehensive technical support to our clients and ensuring that our products and systems are running reliably. This role requires excellent communication and problem-solving skills, as well as a deep understanding of low and medium voltage drive systems.
Requirements
- 10+ years of experience
- Associates Degree required, Bachelor’s degree preferred
- Strong analytical and problem-solving skills
- Excellent communication and customer service skills
- Ability to work independently and travel as needed
Responsibilities
- Install, configure, commission and troubleshoot our products and systems on-site or remotely
- Perform regular preventive and corrective maintenance and upgrades on our products and systems
- Respond to customer inquiries and provide technical support via phone, email, or in-person
- Manage a team of Service Technicians/Engineers, set schedules and priorities to serve customers within the Americas
- Be ready to travel in respective region with minimal notice; Travel loading 50%-70%
- Collaborate with Sales and Engineering teams to identify and resolve customer issues
- Maintain high levels of communication and feedback within the service organization; prepare/review daily updates of work completed, problems identified, and future timelines
- Exercise discretion and independent judgment while overseeing the field service team’s work
- Evaluate the work of Service Technicians/Engineers to provide both periodic performance reviews
- Provide necessary “On-boarding” and coordinate the training plans for the Field Service Technicians/Engineers
- Work with other departments to ensure effective processes are in place
- Responsible for the day to day operation. Including acting on actual events, arranging resources and monitoring the progress of work-in-process
- Responsible, together with Service Director, for the creation, delivery and productivity of the field service team.
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What This Job Offers
Job Type
Full-time
Career Level
Manager
Education Level
Associate degree
Number of Employees
5,001-10,000 employees
