Manager, Field Service

Stolle Machinery Company • Sidney, OH

5d

About The Position

This position is responsible for ensuring that field service is provided as needed on all
Stolle product lines to international and domestic customers.Ensure the efficient and effective
distribution of work and cost effective assistance through all field service technicians and direct
reports through team work provide service, audit, warranty and production expertise as required and as
assigned. Respond as a subject matter expert on all service related issues and as the ultimate decision
maker for scheduling and service assignments. As the first point of contact for customers, utilize all
available resources to resolve customer concerns and exceed customer expectations.

Requirements

• High School Diploma or GED
• 12-15 years of hands-on domestic and/or international field service.
• 5 years in a managerial/supervisory role w/ 5+ direct reports.
• ERP system,Microsoft experience w/ emphasis in Excel.
• Excellent customer service skills
• Ability to make decisions with limited information, multi-task, prioritize and weigh domestic/international assignment options quickly.

Responsibilities

• Personnel Administration: Ensure equal distribution of work load as appropriate, responsible for the effectiveness, efficiency and morale of field service personnel.Ensure all personnel are trained for success and the opportunity for never-ending improvement.
• Daily Operations: Utilizing IFS enter data, maintain and update reports as required.Monitor metrics (ie customer calls, customer complaints and service write-ups) used to determine individual personnel performance, departmental efficiency/effectiveness and machinery operation exceptions. Act with authority to approve service quotes. Respond as a resource to the VP Ops and Stolle leadership as requested.
• Service: Troubleshoot & “Quarterback” all incoming service calls, address all customer concerns, needs and complaints. Seize the opportunity to turn an issue into a service call. Capitalize on the individual strengths of service team members.

What This Job Offers

• Job Type: Full-time
• Career Level: Manager
• Education Level: High school or GED
• Number of Employees: 501-1,000 employees