Manager, Field Service

Manager Field Service•Bolingbrook, IL

11d

About The Position

Manager, Field Service Provide a best-in-class experience for our customers by overseeing the day-to-day activities of field service technicians, coordinators, and 3 rd party service partners; including, but not limited to, ensuring inquiries are handled in a timely manner, training and developing direct reports and 3 rd party service partners, compiling reports, and identifying and implementing continuous improvement activities. As a Field Service Manager you will: The Field Service Manager provides leadership and manages the overall direction of the Field Service Technician and 3 rd party service partner teams to ensure 100% customer satisfaction. Build and scale field service processes, documentation, and best practices as the organization expands. Manage 3 rd party service network to optimize geographic coverage and service levels. Supervise direct reports and 3 rd party service and evaluate their performance against their job requirements and performance goals. Identify and participate in any necessary training and on boarding. Develop standardized training plans for employees and 3 rd party service. Maintain strong support for and interact with outside sales representatives, customers, and end users. Handle escalations, as appropriate. Analyze net promoter score (NPS) data collected from field service visits, disseminate to the appropriate parties, and follow-up with customers when required. Create scorecard for 3 rd parties to monitor performance. Review and approve field service visit records, expense reports, and 3 rd party service invoices. Identify and communicate potential design, manufacturing, and process improvements to eliminate systemic issues in the support of continuous improvement. Initiate customer improvement initiatives (CIIs), as required. Work with cross-functional teams at all levels of the G&W organization to resolve complex issues related to the design and application of G&W products. Collect VOC (voice of customer) insights and communicate field trends to internal teams for product improvement. Lead the weekly field service scheduling/progress meetings and co-lead the daily Aftermarket meetings. In conjunction with EHS, ensure all aspects of safety are followed when technicians are in the field. Conduct random site visits to audit the field service technicians to ensure compliance with established procedures and safety protocols. Ensures field service safety manual and procedures are up to date and that G&W Electric and 3 rd party techs have completed the proper training (OSHA 30, LOTO, First aid, NFPA 70E arc flash). Identify tooling and equipment requirements and initiate purchase requisitions to procure. In conjunction with the sales team Identify opportunities for maintenance programs and service agreements. Responsible for hire/fire decisions; performance appraisals; employee training and development; handles disciplinary problems. This job will be evaluated on these decisions.

Requirements

A Bachelors degree in engineering or other related discipline
Five years of experience managing direct reports and leading field service teams or equivalent
5 to 10 years of experience in the power equipment industry, ideal
Knowledge of Microsoft Office
Ability to teach others and communicate effectively with all levels of the organization
Superior coaching and communication skills
Domestic and international product support experience required
Ability to establish and maintain effective working relationships within and across departments and the company to support organization strategies
Ability to maintain professional competence, knowledge, and skill necessary for the performance of all assigned responsibilities
Strong problem-solving skills
Ability to travel as needed
Valid driver's license and passport

Nice To Haves

Familiarity with SalesForce and JDE
Experience working with customized engineered products

Responsibilities

Overseeing the day-to-day activities of field service technicians, coordinators, and 3 rd party service partners
Ensuring inquiries are handled in a timely manner
Training and developing direct reports and 3 rd party service partners
Compiling reports
Identifying and implementing continuous improvement activities
Provide leadership and manages the overall direction of the Field Service Technician and 3 rd party service partner teams to ensure 100% customer satisfaction
Build and scale field service processes, documentation, and best practices as the organization expands
Manage 3 rd party service network to optimize geographic coverage and service levels
Supervise direct reports and 3 rd party service and evaluate their performance against their job requirements and performance goals
Identify and participate in any necessary training and on boarding
Develop standardized training plans for employees and 3 rd party service
Maintain strong support for and interact with outside sales representatives, customers, and end users
Handle escalations, as appropriate
Analyze net promoter score (NPS) data collected from field service visits, disseminate to the appropriate parties, and follow-up with customers when required
Create scorecard for 3 rd parties to monitor performance
Review and approve field service visit records, expense reports, and 3 rd party service invoices
Identify and communicate potential design, manufacturing, and process improvements to eliminate systemic issues in the support of continuous improvement
Initiate customer improvement initiatives (CIIs), as required
Work with cross-functional teams at all levels of the G&W organization to resolve complex issues related to the design and application of G&W products
Collect VOC (voice of customer) insights and communicate field trends to internal teams for product improvement
Lead the weekly field service scheduling/progress meetings and co-lead the daily Aftermarket meetings
In conjunction with EHS, ensure all aspects of safety are followed when technicians are in the field
Conduct random site visits to audit the field service technicians to ensure compliance with established procedures and safety protocols
Ensures field service safety manual and procedures are up to date and that G&W Electric and 3 rd party techs have completed the proper training (OSHA 30, LOTO, First aid, NFPA 70E arc flash)
Identify tooling and equipment requirements and initiate purchase requisitions to procure
In conjunction with the sales team Identify opportunities for maintenance programs and service agreements
Responsible for hire/fire decisions; performance appraisals; employee training and development; handles disciplinary problems