Manager, Field Services

WillScot

6d•Onsite

About The Position

The Field Service Manager (FSM) manages all delivery, field repair and service, installations and returns for all locations within a Market or Markets. The Field Service Manager is responsible for driving Market delivery and installation margins by maximizing internal resources, identifying any constraints, and achieving key performance metrics such as customer satisfaction, on-time delivery, service, fleet readiness and returns. Success will be accomplished through value driven execution that fully complies with WillScot (WS) policies and all relevant laws and regulations. The Field Service Manager will maintain excellent service standards, respond efficiently to customer inquiries, and strive for high customer satisfaction.

Requirements

High school diploma, GED, or 3 years of applicable experience
7 years’ work experience
OR 2 years of experience with WillScot
3 years’ experience managing 10 or more employees across more than one location
OR 2 years of experience with WillScot
Experience managing a unit or departmental P+L
OR 2 years of experience with WillScot
MS Office/Excel/Word/Outlook experience
Experience working directly with customers by phone and email
Strong customer service orientation, active listening, excellent oral/written communication
Ability follow direction and meet deadlines in a fast-paced environment
Experience applying creativity to problem-solving
Build sustainable relationships and trust with vendors through open, proactive communication
Ability to effectively manage multiple, changing priorities in a fast-paced environment

Nice To Haves

Bachelor’s degree preferred
3 years logistic experience
Scheduling, route planning and optimization
Familiarity with CRM system or other contact management platform
Salesforce experience
Familiarity with DOT compliance and vehicle telematics
Hours of Service regulations, Electronic Logging Devices, permitting, etc.
Experience working with outside vendors, including pricing and schedule negotiations

Responsibilities

Conducts business in compliance with all Environmental Health & Safety Policies.
Conducts periodic safety meetings and maintains safety documents and logs.
Manage employee health and safety through Safety Save, training, observations, and regularly scheduled assessments.
Ensures operating standards are trained, communicated, and maintained.
Provides direct and indirect managerial oversight to branch operational employees to include, as applicable: Dispatchers / Transportation Coordinators, Productions Supervisors, Drivers, Field Service Techs, Set Up Crews, Branch Coordinator
This role will manage tasks, daily assignments and other daily duties for temporary workers and contractors as appropriate.
Manages delivery & installation profit margin
Responsible for reporting and documentation related to Market delivery and installation
This position may require field visits, ride-alongs and customer inspections
Works to schedule deliveries/pick-ups outside of current dispatch schedule as appropriate.
Manages, schedules and assigns in-house or vendor drivers in direct support of 100% on-time pick-up and delivery targets
Reviews next day/week/month deliveries and pick-ups and develops a dispatch plan
Coordinates fleet readiness with branch partners to meet customer demand within assigned Market(s).
Reviews and receives purchase orders for all transport vendors; arrange for permits, and set up pilot cars and escorts where required for delivery, return, and relocation of unit
Coordinate employees, or vendors and contractors for timely completion of complex installation and removal
Ensure drivers document damages at retrieval and return
Monitors and documents DVIR and preventative maintenance files
Assists Drivers in change of schedule or route issues, when necessary
Define and maintain office/administrative procedures. Act as local coordinator and/or point of contact for branch activities such as time keeping/payroll, accounts payable/receivable, purchase orders, filing, and reception duties
May manage one or more Branch Administrative employees
Utilize the Net Promoter Score (NPS) feedback to communicate timely and identify process improvement opportunities.
Review Drivecam coaching opportunities and take action as necessary
Conducts performance discussions and training
This role owns all DOT compliance within its assigned territory whether directly or through one or more dispatchers
Other duties as assigned