Field Service Manager

Raymond Storage Concepts, Inc. • Blue Ash, OH

90d • $70,000 - $90,000

About The Position

Raymond Storage Concepts is a leading provider of customized material handling solutions, dedicated to warehouse and fleet optimization. We provide a wide range of innovative solutions that drive effectiveness for our customers through the optimization of people, processes and facilities. We are an authorized sales and service center for the Raymond Corporation, a member of the Toyota Industries family of companies, and leading global provider of best-in-class material handling products and intralogistics solutions. Headquartered in Cincinnati, we service our clients throughout Ohio, Kentucky, Southeast Indiana and West Virginia through a network of regional locations, including Columbus and Louisville. The Field Service Manager provides leadership for the field service team, ensuring optimal customer experience and business execution. This role works with the Regional Operations Manager to achieve business objectives for the branch by improving the skills, professionalism, and efficiencies within our service operation.

Requirements

• Four-year college degree or equivalent experience.
• Minimum 3 years operations/service management experience.
• Experience in material handling industry and/or field service preferred.
• Technical/mechanical aptitude and basic knowledge of industrial equipment.
• Customer sales and interface experience.
• Strong attention to detail and ability to manage changing priorities.
• Strong verbal and written communication skills.
• Strong organizational and time management skills.
• Positive attitude and strong work ethic.
• Strong leadership skills and business acumen.
• Proficiency in Microsoft Office products (Word, Excel, PowerPoint, Outlook).

Responsibilities

• Promotes cooperation between Sales reps, sales support personnel, Operations, and management.
• Provides direct supervision of field service technician teams.
• Identifies deficiencies in skills among team members and works to improve individuals’ capabilities.
• Works with Human Resources and Organizational Development teams to recruit, hire, develop, and retain associates.
• Supports and drives the consistent implementation of company continuous improvement initiatives.
• Positively impacts the performance of individual team members by implementing and managing field support tools.
• Leads forecasting and pipeline efforts among the team.
• Provides a management-level point of contact for key customers.
• Builds and maintains strong customer relationships.
• Builds peer support and strong internal-company relationships with other key management personnel.
• Ensures that the field service team performs with a positive attitude and maximizes efficiency and quality of service.
• Drives team to consistently meet KPI’s relating to efficiency, productivity, and customer satisfaction.
• Sets a consistent expectation for the field service team of a safety mindset.
• Develop proficiency with all operating systems and resources to manage business efficiently.
• Works closely with Field Service Team Leaders to provide necessary guidance.
• Ensures that work orders are closed in a timely manner and that customer invoicing is performed promptly.
• Works closely with the Service Coordination group to maximize technician effectiveness.
• Provides timely and thorough resolution of customer service issues.
• Addresses performance and disciplinary issues with support from Human Resources.
• Works to implement short- and long-term strategic plans, objectives, and goals for the branch.
• Handles customer service requests and inquiries in a prompt and professional manner.
• Completes annual performance reviews and provides ongoing coaching and feedback.
• Ensures knowledge and skill level of service technicians is adequate.
• Works closely with the parts department to ensure effective mutual support.
• Completes monthly and ongoing reporting requirements in a timely and accurate manner.
• Actively participates in improvement and training initiatives.

Benefits

• Competitive benefit package including medical, dental, vision, life & disability.
• Company paid Short-term disability insurance.
• 401k retirement plan with company match.
• Employee Discount Program.
• Volunteer Time Off.
• Paid Time Off.
• Referral Bonus.
• Fun, competitive & team-oriented company culture.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: Bachelor's degree
• Number of Employees: 101-250 employees