Field Service Supervisor - Aurora, IL

Mitutoyo America•Aurora, IL

12d•$90,000 - $99,000•Onsite

About The Position

Position Summary Perform functions to manage Field Service Technicians within assigned zone. Provide technical assistance/coaching/support via phone or on site to customers and field service engineers for CMMs, Quick Vision, Linear scales, and/or other precision measuring instrument hardware. Reasonable Accommodations Statement To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. Reasonable Accommodations may be made to enable qualified individuals with disabilities to perform the essential job functions. What You'll Do: 1. Provide telephone support to assigned field service technicians, customers and distributors regarding installation, operation, repair, and calibration of CMMs, QV, Form products, linear scales, and/or other precision measuring instruments. 2. Provide telephone and on-site support to field service technicians, distributors, and end users regarding technical questions and related problems. Act as expert advisor to help solve extremely difficult or complex problems until resolution. 3. Direct and schedule assigned staff based on workloads by coordinating with schedulers on high priority customer issues in relationship to repairs. 4. Recommends additional technical and non-technical training to assigned staff as required. 5. Evaluate the technical proficiency and field performance of assigned staff through customer satisfaction levels with on-site follow-up visits, employee accompaniment and observation. 6. Assist in the selling and servicing of service agreements to generate service revenue. 7. Analyze and forecast repair cost and monitor associated expenses. Coach technical staff to improve proficiency and control repair costs. 8. Coordinate with Sales, Order Processing and Distribution Departments for timing and execution of future deliveries. 9. Interface between Technical Support Department to find solutions to hardware and software problems. 10. Document new or modified technical support information and distribute to field service technicians. 11. Train field service technicians and distributors as required. 12. Perform service at customer sites as required. 13. Provide support for field service quality system, including documentation and implementation of all systems, internal and external audits, and maintenance of the system. 14. Maintain gage calibration system.

Requirements

Communication, Oral and Written
Customer Focused/Interpersonal
Job Knowledge
Coaching and Development
Team Builder
Education equivalent to four years’ college degree; additional specialized training.
Five years’ experience.

Responsibilities

Provide telephone support to assigned field service technicians, customers and distributors regarding installation, operation, repair, and calibration of CMMs, QV, Form products, linear scales, and/or other precision measuring instruments.
Provide telephone and on-site support to field service technicians, distributors, and end users regarding technical questions and related problems.
Direct and schedule assigned staff based on workloads by coordinating with schedulers on high priority customer issues in relationship to repairs.
Recommends additional technical and non-technical training to assigned staff as required.
Evaluate the technical proficiency and field performance of assigned staff through customer satisfaction levels with on-site follow-up visits, employee accompaniment and observation.
Assist in the selling and servicing of service agreements to generate service revenue.
Analyze and forecast repair cost and monitor associated expenses.
Coordinate with Sales, Order Processing and Distribution Departments for timing and execution of future deliveries.
Interface between Technical Support Department to find solutions to hardware and software problems.
Document new or modified technical support information and distribute to field service technicians.
Train field service technicians and distributors as required.
Perform service at customer sites as required.
Provide support for field service quality system, including documentation and implementation of all systems, internal and external audits, and maintenance of the system.
Maintain gage calibration system.