Field Services Manager

Dover Corporation•Ball Ground, GA

19d

About The Position

The Field Services Manager is accountable for planning, directing, leading, and overseeing the performance of the Field Service Organization. The role coordinates with the Senior Field Service Manager to implement company policies, procedures, and business strategy; directs corrective actions; and reviews processes to identify improvements. The manager leads a field service team of five or more associates responsible for installation and servicing of Acme Cryogenics products in a designated operating area. The position develops, delivers, and evaluates training for internal staff, customers, and potential customers, and helps maintain current product documentation supporting installation and servicing. The product range includes installation, preventive maintenance, upgrades, and refurbishment. The manager works with regional services counterparts to promote consistent technical-service materials and delivery, and provides technical-services consultation or guidance to internal, external, and potential customers. The role manages the Field Service Hub’s base costs, prepares and monitors area budgets, sets and communicates training objectives, and provides feedback to regional leadership on Field Service goals and progress. It also works with Plant Operations on product warranty activities, emphasizing customer satisfaction, and supports other segments or divisions as needed. Direct customer interaction may require evening or weekend work. The position is eligible for a discretionary performance-based bonus.

Requirements

Bachelor’s degree in a related field preferred, or 7–10 years of applicable and similar experience.
Field-work experience and substantial customer contact are considered valuable and critical to success.
Technical working knowledge of Acme Cryogenics products.
Internal and external training skills.
Highly developed organizational skills and the ability to prioritize, plan, and execute.
Exceptional interpersonal and communication skills.

Nice To Haves

Project or product management experience.
TIG welding experience.

Responsibilities

Provide quality service to internal and external customers while demonstrating Acme Cryogenics values.
Ensure timely and consistent delivery of, and reporting on, Acme Cryogenics services owed to customers.
Develop and deliver programs for Acme Cryogenics staff, customers, and potential customers.
Develop and deliver in-service training for staff and measure program effectiveness.
Prepare area budgets and training objectives, communicate them, and manage toward achievement.
Participate in regional service training and meetings to support consistent materials and service delivery.
Implement the strategic direction and business plans for the Field Service Organization.
Manage Field Service Hub base costs.
Follow the Senior Field Service Manager’s direction to improve the business and achieve defined goals.
Interface with Plant Operations personnel to support product warranty activities and customer satisfaction.
Support other segments and divisions as required.
Coordinate with other Field Service Managers to use the field service team efficiently.
Manage a field service team of five or more associates responsible for product installations and services in a designated area.
Prepare and monitor annual area budgets.
Provide regional leadership with input and feedback on Field Service goals and progress.
Coordinate the development of training materials for customers, potential customers, and internal staff.
Help develop, compile, and maintain product documentation for installation and servicing.
Work with regional Services counterparts to maintain consistent development and delivery of technical-service products, presentations, and training.
Provide technical-services consultation or guidance to current, internal, external, or potential customers.