Field Service Staff Manager

Innio•Dallas, TX

2d•Hybrid

About The Position

Purpose: Lead and manage Field Service Technicians and Work Preparators within the assigned service region, ensuring operational excellence, safety, and customer satisfaction. Key Responsibilities: Direct management regarding to quality of work; profitability; target agreements; employee development; EHS and customer satisfaction. Responsibility for classification according to the qualifications of the service technicians in the service region. Responsibility for the quality of work execution of commissioning; repairs, overhauls and warranty procedures across all product lines in the service region, in close cooperation with the WP. Collaboration in the strategic planning of the service region. Ensuring compliance with the work safety guidelines of all subordinate employees and contractors or external companies employed in the service region. Supporting the Service Sales Managers by developing and introducing standardized processes. Collecting and forwarding feedback from service technicians and customers to Service Center Managers and Service Area Managers in order to improve the reputation on the market. Working closely with the Service Area Managers to ensure that customer requirements are met by providing a high quality, timely service (e.g. on-site spare parts delivery, new business opportunities). Cost optimization of service calls and fulfilment of service contract requirements. Escalation of complex technical issues to the Help Desk. Implementation of and compliance with all safety-relevant requirements (EHS, EHS audits, escalation of EHS relevant topics to responsible parties). Increase customer satisfaction by ensuring fast response times and provision of the necessary service know-how. Management of the subordinate employees according to target agreements and employee development.

Requirements

High school diploma or GED.
Completed technical or electrical/electronic vocational training.
Several years of experience in the electrical and/or mechanical field.
Proven experience leading a team of technicians.
Business fluency in English.
Strong technical background.
Confident user of Oracle and Microsoft applications.
Willingness to travel up to 30% for customer and employee audits.
Residency in the DFW/Abilene area or willingness to relocate.

Nice To Haves

Experience in plant engineering or the energy/power generation sector.
Experience in service management, especially with reciprocating engines.
Knowledge of Jenbacher gas engine series.
Knowledge of business administration.
Experience with coaching and onboarding new employees.

Responsibilities

Direct management regarding to quality of work; profitability; target agreements; employee development; EHS and customer satisfaction.
Responsibility for classification according to the qualifications of the service technicians in the service region.
Responsibility for the quality of work execution of commissioning; repairs, overhauls and warranty procedures across all product lines in the service region, in close cooperation with the WP.
Collaboration in the strategic planning of the service region.
Ensuring compliance with the work safety guidelines of all subordinate employees and contractors or external companies employed in the service region.
Supporting the Service Sales Managers by developing and introducing standardized processes.
Collecting and forwarding feedback from service technicians and customers to Service Center Managers and Service Area Managers in order to improve the reputation on the market.
Working closely with the Service Area Managers to ensure that customer requirements are met by providing a high quality, timely service (e.g. on-site spare parts delivery, new business opportunities).
Cost optimization of service calls and fulfilment of service contract requirements.
Escalation of complex technical issues to the Help Desk.
Implementation of and compliance with all safety-relevant requirements (EHS, EHS audits, escalation of EHS relevant topics to responsible parties).
Increase customer satisfaction by ensuring fast response times and provision of the necessary service know-how.
Management of the subordinate employees according to target agreements and employee development.