Field Service Supervisor

SPX FLOW•Rochester, NY

10h•$88,000 - $122,260

About The Position

The Field Service Supervisor is responsible for the management of the field service technicians supporting our customers in the assigned region. This position is responsible for estimating field service trip costs, organizing field service trips, supporting Field Service Technicians with technical information and documentation, and closing out field service orders. This includes the following services provided by our field service technicians: performing health evaluations, installation & startup services, product training, warranty support, periodic maintenance, and repairs of mixing equipment. This is a customer facing position and requires strong communication (verbal and written) and presentation skills along with a commitment to service excellence. Responsible for following company and customer specifications and procedures, including site safety requirements, with minimal supervision. This role must frequently interact with internal and external customers to troubleshoot and resolve product and system issues.

Requirements

Proficiency with Microsoft Office Suite, SPX Flow Express Application, & SAP Concur.
Excellent customer service skills and experience working directly with customers.
Strong analytical reasoning and problem-solving skills.
Strong organizational skills with the ability to follow processes and procedures.
Ability to work independently and as a member of a team.
Ability to lead a team to accomplish goals and objectives established by management.
Effective communication skills (verbal & written) required to effectively interact with internal and external customers.
Ability to organize and prioritize workload to maximize efficiency.
A high school diploma and 5 years of experience as a service technician or manager working with industrial equipment (highly preferred). OR, a 2-year Technical Degree and 3 years of experience as a service technician or manager working with industrial equipment.
A valid driver’s license is required.

Nice To Haves

Experience with repair and maintenance of industrial gearboxes or rotating equipment is an advantage.
Safety certification(s) is an advantage.
Managerial experience is preferred.

Responsibilities

Primary point of contact for field services in assigned region.
Estimating field service trip costs (quoting).
Organizing, coordinating, and scheduling field service trips for field service technicians in assigned region. (Communication with channel partners, sales representatives, commercial team, and customers.)
Supporting field service technicians with technical documentation and information.
Closing out field service orders when complete.
Reviewing written reports provided by field service technicians.
Approving field service technicians travel and living expenses.
Workforce time management for payroll and time off for all direct reports.
Ensuring field service technicians have the necessary tools and training to perform their duties.
Training new Field Service Technicians on basic job duties. (SAP Concur, Report Writing, SPX Flow Express Application, customer interaction/communication, etc.)
Preparing & maintaining metrics package for assigned region field services.
Identifying and offering the customer opportunities to improve equipment performance, including suggestions for replacement mixers, spare parts, and master service agreements.
Occasional travel for business meetings is required. This includes planning for travel and submitting expenses.
Hiring and onboarding of new employees including working with recruiters. Also, offboarding of employees as needed.
Maintain an unwavering commitment to safety policies and procedures.
Maintain work area in a clean, safe, and orderly manner.
Supervise all tasks in accordance with business conduct guidelines.
Other job tasks and duties as needed and assigned to support the business development and production goals of the company.