Manager Field Service

Solar Turbines•New Jersey, NJ

5d•$112,704 - $169,056•Onsite

About The Position

The Manager Field Service provides operational management, support, and leadership to field representatives to achieve customer satisfaction, resolve field issues, and meet compliance obligations. The role is based at Caterpillar’s New Jersey District Office and requires onsite work five days a week. Relocation is available. The manager plans and organizes assignments, dispatches Field Service Representatives, oversees subordinate staff, and reviews field employee work orders to support prompt customer invoicing. The position also promotes sales growth through customer activity and call targets, assists with resolving turbomachinery issues in the field, and ensures equipment and materials are handled in accordance with company guidelines, customer expectations, and government regulations. A degree or equivalent experience is desired. The position calls for knowledge and experience in organizational practices, conflict management, resource management, customer service, delegation, producing results, staffing and hiring, and oil and gas safety.

Requirements

Degree or equivalent experience desired.
Knowledge of organizational vision, structure, culture, operating principles, values, and code of ethics, and the ability to align capabilities with business goals.
Extensive experience managing conflicts, mediating among individuals or groups, and turning difficult interactions into productive ones.
Extensive experience planning, mobilizing, distributing, and adapting resources to meet business objectives.
Extensive experience maintaining customer service priorities, reviewing service requests, managing expectations, and verifying customer satisfaction.
Working knowledge of delegating tasks, communicating expected outcomes, monitoring progress, and providing feedback and support.
Working knowledge of producing results, measuring performance, adapting to changing priorities, and seeking support as needed.
Extensive experience participating in staffing and hiring, assessing staffing needs, interviewing candidates, and recommending qualified candidates.
Extensive experience with oil and gas safety procedures and regulatory requirements, including identifying hazards and ensuring employee and contractor compliance.

Responsibilities

Plan and organize assignments and dispatch Field Service Representatives to respond to customer requests, scheduled maintenance, commissioning, and other customer-related activities in a timely manner.
Hire and assign tasks to subordinate staff, review their work and performance, and ensure they receive training in accordance with organizational policies, procedures, and performance management processes.
Review and approve field employee work orders promptly to support timely customer invoicing.
Promote sales growth by advising on customer activities and achieving specific customer call targets.
Assist in resolving turbomachinery issues identified in the field to ensure customer satisfaction.
Ensure equipment and materials are picked up, delivered, and installed for customers in accordance with company guidelines and policies, customer expectations, and government regulations.
Promote workplace safety, communicate safety rules and regulations, inspect for compliance, identify hazards or violations, and initiate corrective action as appropriate.
Manage resources to meet business objectives, address changing needs, and support effective resource utilization.
Resolve conflicts and support customer service quality, including reviewing open service requests and addressing gaps between customer expectations and service levels.