Regional Field Service Manager

AGI | Global Food Infrastructure•Lenexa, KS

1d•Onsite

About The Position

Reporting to the AGI Digital Global Field Operations Leader, the Regional Field Service Manager’s primary function is the oversight & support for the Digital Dealer Channel and internal field service team across a Region within North America. Our Dealers are responsible for all aspects of service for our equipment. This includes but is not limited to installation, warranty, and service repair, uninstall, and scheduled maintenance of AGI Digital products. In addition to managing a select group of Digital Dealers, the Field Service Manager will partner with Sales Managers across North America to understand the commercial strategy and to ensure successful execution. The Regional Service Manager serves as an escalation point to address Dealer service support during installation and maintenance activities and scheduling backlog of cases by priority. They must be able to collaborate with other functions of the organization including sales, operations, engineering, customer service, and counterparts in other regions/countries.

Requirements

Associate’s degree required.
5+ years of field service management experience.
Experience managing dispersed or offsite team members.
Experience with developing and maintaining field service spare inventory programs.
Technical background and ability to understand mechanical troubleshooting, calibration, and maintenance, as well as electrical aptitude.
Outstanding customer service, effective communication skills, and the ability to train Dealer personnel on equipment use.
Must be able to work successfully independently with little to no direct supervision.
Exceptional interpersonal skills and the ability to effectively engage with every level of customer, including senior level clients (Dealer owner/managers), internal customers (AGI Digital directors, managers, sales team partners and service staff peers).
Familiarity with Microsoft Office 365.
Familiarity with field service management software.
Applicants must be currently authorized to work in the United States on a full-time basis, this position is not eligible for immigration sponsorship.

Nice To Haves

Bachelor’s degree preferred in Agriculture, Business, Marketing or Technical.

Responsibilities

Ensure that all AGI Digital products are installed properly, timely, and according to established guidelines and standards.
Assist in analyzing operational data to develop initiatives that help drive business improvements and ensure field operations meet or exceed operational and financial objectives.
Train Dealer teams on the appropriate methods and techniques for installation and troubleshooting of AGI Digital products. Developing programs that improve their technical and customer service skills.
Manage dealers and internal service providers, holding them accountable and ensuring they deliver according to established standards.
Manage field operations performance of our dealer service network by implementing a scorecard for Installation and Service work.
Observe and recertify Dealer Teams when necessary to ensure quality product installation.
Assist in development and enforce a warranty return process that is accurate and timely with the return of material to and from Dealers conducting Warranty service work. This will be coordinated with Accounting and Manufacturing to ensure traceability throughout the process.
Work directly with Product Specialists, Technical Support and CSR’s to improve customer satisfaction and facilitate timely repairs.
Implement and manage a spare parts program for our servicing dealers.
Travel up to 60% of the time (company car provided).