Field Service Team Leader

Baltimore Aircoil Company•Milford, DE

About The Position

The Field Service Team Leader manages the day-to-day execution of service to correct customer perceived and reported issues with equipment in the field delivering a best-in-class customer experience. They ensure that repair is completed efficiently and effectively, and that consistent summaries of the issues are generated and fed back in a timely manner to the organization for any further corrective action and improvement. The FSTL additionally supports resolution of other field reported issues that may not require service.

Requirements

Bachelor's Degree in Engineering or other technical degree is preferred, alternative equivalent experience is accepted
Knowledge of mechanical products and 3 - 5 years of experience with construction and installation of mechanical equipment.
Experience with commercial/industrial HVAC/R equipment is preferred.
2-4 years of experience supervising a small team of technician and mechanic level personnel in a metric driven environment
Quality orientation and high attention to detail, strong customer service focus (internal and external customers)
Very strong verbal and written communication skills with the ability to communicate technical information in layman's terms
Demonstrated strength in project management, organization and planning
Working knowledge of ERP databases such as PeopleSoft, intermediate level of skill in software applications such as Lotus Notes, Word, and Excel
Must be flexible and able to adapt quickly to change
Basic electrical knowledge of motors and controls

Nice To Haves

Experience with commercial/industrial HVAC/R equipment is preferred.

Responsibilities

Responsible for coordinating the work of Field Service Technicians including scheduling and all supporting logistics (Hotels, Cars, Flights, Equipment, etc.).
Coordinate all required orders for replacement parts associated with service claims as well as other assigned items.
Authorize any back charges or other external costs associated with field resolution, including approving invoices and credits within grant of authority
Ensure that all required clearances and site documentation is in order to efficiently execute service.
Generate department metrics and reports to drive continuous improvement in speed, accuracy, and efficiency in the execution of field service.
Consistently collect data and publish reports that are required to support root cause identification of product failures and drive continuous improvement into the products and processes.
Utilize appropriate feedback methods to communicate customer perception into the organization.
Support the technical evaluation of customer reported issues with equipment in the field.
Execute corrective action plans to resolve these issues.
Proactively communicate major issues and cost drivers into the organization, actively participate in location reviews of orders and provide input to prevent issues
Ensure proper training of Field Service Technicians to provide world class service, as well as all required safety training necessary for customer sites (Confined Space Entry, Hot Work, LOTO, etc.)
Support BAC culture of Continuous Improvement through suggestions and process improvements.
Develop Annual Objectives and conduct annual performance reviews for Field Service Staff.
Investigate and respond to personnel problems within area of responsibility.
Effectively recommend as to hiring, promotions, wage adjustments and terminations.
Ensure that tools and vehicles are in working order.
Will be required to perform other duties as requested, directed or assigned.
Maintain and approve time cards, Pcards, and expense reports per BAC Accounting Policy.