Head of Field Service - Bending

TRUMPF•Farmington, CT

About The Position

As a family-run, high-tech company with nearly 19,000 employees at 71 locations worldwide, we are looking for forward thinkers with unconventional ideas and drive to join our team. Our company culture, which values collaboration and mutual trust, creates the ideal framework for boldly trying new things and questioning the status quo. Our technologies inspire people to develop and produce things that are currently unimaginable. Whether lasers, machine tools, EUV or electronics - TRUMPF is building technological worlds for future generations. Are you ready for new challenges? Responsibility for Field Service Team within the technology and its customers. Ensure employee satisfaction, training levels, safety and productivity standards within the technology. Ensure implementation and adherence of team to company guidelines on procedures in the field, mission and expense reporting, following of health and safety regulations, Complaint Management Duties & Responsibilities Ensure that team follows TRUMPF standards, methods, tools and platforms Responsibility for capacity planning and fulfillment of skills matrix for technology: Implement qualification/training plan and capacity requirements (short-, mid- and long-term), plan trainings for employees Define targets for the group esp. with respect to process performance Manage team, responsible for all personnel related tasks like performance reviews, time and attendance, PTO, expense reporting Review KPIs with Technology manager and develop respective measurements for individual techs. Evaluate employee performance and provide employees with feedback. Support employees in their professional and personal development Control and train the implementation of standards and procedures e. g. spare parts and tooling returns, mission reports, expenses Work closely with Technology Service Manager Complaint management in the technology POC for sales and customer inquiries Manage escalated open issues and escalations, consult the customer concerning improvements and find solutions with management 30% travel time with FSEs / customer visits

Requirements

Minimum three years of customer service management.
Great interpersonal and communication skills.
Analytical and problem-solving skills are required.
Experience establishing credibility; developing and maintaining relationships with internal and external customers.
Bachelor's degree in a technical field, or the suitable combination of education and work experience.

Responsibilities

Ensure employee satisfaction, training levels, safety and productivity standards within the technology.
Ensure implementation and adherence of team to company guidelines on procedures in the field, mission and expense reporting, following of health and safety regulations, Complaint Management Duties & Responsibilities
Ensure that team follows TRUMPF standards, methods, tools and platforms
Responsibility for capacity planning and fulfillment of skills matrix for technology: Implement qualification/training plan and capacity requirements (short-, mid- and long-term), plan trainings for employees
Define targets for the group esp. with respect to process performance
Manage team, responsible for all personnel related tasks like performance reviews, time and attendance, PTO, expense reporting
Review KPIs with Technology manager and develop respective measurements for individual techs.
Evaluate employee performance and provide employees with feedback.
Support employees in their professional and personal development
Control and train the implementation of standards and procedures e. g. spare parts and tooling returns, mission reports, expenses
Work closely with Technology Service Manager
Complaint management in the technology
POC for sales and customer inquiries
Manage escalated open issues and escalations, consult the customer concerning improvements and find solutions with management