Manager, Field Service

Stryker•Battlefield, MO

11d•Onsite

About The Position

Oversees the technical support of company customers by field engineers, technicians, and support specialists, who are diagnosing, troubleshooting, and repairing equipment, sophisticated computer systems, software systems/applications, or networking and wireless networking systems. Supervises engineers that respond to situations where standard procedures have failed to isolate or fix problems in non-functioning equipment systems or software. Establishes and maintains lines of communication with design engineering and software development on design, reliability and maintenance issues. Ensures that engineers are current with the latest upgrades and/or new releases. May be involved in customer installation and training programs. This position is a first line supervisor or manager with primary responsibility for providing guidance, such as delegating work assignments to direct employees. The job requires professional knowledge gained through substantial applicable work experience, to supplement formal knowledge, in order to apply principles and concepts of own discipline in resolving issues as they arrive. The job is responsible for providing training for members of the team, monitoring the quantity and quality of the work in progress, coaching employees on performance and contributing to employee pay decisions or changes. This job typically requires a degree or equivalent and a minimum of 8 or more years experience. Responsible for building and engaging a field service team to meet and exceed defined performance objectives. Manages field service schedule to support activities including repair, preventative maintenance, installation, and engineering change upgrades. Drives top line service revenue through management of parts, labor, and service contract pricing in conjunction with the sales team.

Requirements

Must have demonstrated fine motor skills.
Ability to work with large pieces of equipment.
Effective reading and writing skills.
Must be able to improvise based on environmental/infrastructure needs.
Must be able to complete detailed documentation accurately.
Must be able to identify issues outside scope of project and refer to appropriate individuals.
Must demonstrate critical thinking skills to solve customer and sales related problems.
Must be able to review printed materials.
Must be able to use sophisticated test and office computer equipment (e.g. calculator, PC, telephone, Broadcast test and measurement equipment etc.).
Must have extensive knowledge of product offerings.
Demonstrates mastery of basic level Supervisor tasks.
Effective interpersonal skills.
Effective written and oral communication skills.
Good judgment with the ability to make timely and sound decisions.
Leadership/supervisory skills.
Ability to prioritize projects.
Computer literate.
Good math and technical writing skills.
Excellent problem solving skills
Utilizes the following equipment: computer, calculator, telephone, measurement and testing equipment.
Proven ability to recruit and retain top talent.
Ability to troubleshoot remotely and effectively communicate guidance to customers and technicians.
8+ years of supervisory & relevant experience
Bachelor’s Degree required

Responsibilities

Management responsibilities includes selection of new employees, performance evaluation inputs, career development, authorizing time cards, assigning and managing overtime, and administration of corrective actions.
Creates assignments in the form of objectives with goals and the process by which to meet goals.
Provides direction to employees according to established policies and senior management guidance.
Directly manages customer and sales expectations.
Administers Company policies that directly affect subordinate employees.
Recommends and implements changes to unit or sub-unit policies
Coordinate with third party service providers when needed.
Directs Field Service Team to achieve assignments using established guidelines, procedures, and policies.
Interacts daily with Field Service Team, Tech Support Team and/or functional peer groups.
Provides immediate supervision to a unit or group of employees, allocating tasks and checking work at frequent intervals.
Manages semi-skilled and skilled employees.
Preparation/update of documentation, simplifying the service process, formal presentation of technical data to management and/or peers.
Responsible to comply with documentation procedures and standards.
Trains and develops new hire field service personnel.
Helps to train Field Service Supervisors in management policies and procedures.
Resolves problems related to their field service area as brought to them by their subordinates, peers, and manager(s)
Interacts with customers with regard to post market surveillance activities.
Develops Field Service Technicians through training, field interaction, one-on-one discussions, MARs, and appraisals.
Recruits, interviews, and selects personnel to ensure efficient operation of the field service functions with a specific area.
Manages budget as provided by senior leadership to ensure effective operating income gains.
Drives team’s efficiency gains through process improvement projects as assigned by management.
Other duties as assigned by manager.
Has the independence and authority to perform required tasks to ensure all provisions of the quality system are met