Supervisor, Field Service

JBT Marel•Madera, CA

3d•Remote

About The Position

At JBT Marel, what we do matters, we know that the contribution of our employees leads to the success of our business. Vision - United to Transform the Future of Food Our values show who we are at our best as we Create with Collaboration- Serve with Integrity - Grow with Excellence - Advance with Innovation. JBT Marel is seeking a skilled Field Service Supervisor to join our team. This role is responsible for assisting the Sr. Service Manager in the supervision of the Field Service Team for the Madera, FTNON, and FPT product lines for JBT Marel. You will be used to go to customers' sites, at times, and help lead larger projects if necessary, complete project bid walks, site assessments and reviews for the quoting process. You will take an active role for scheduling, billing, quoting and NTO projections. You will also back up the Field Service Manager while they are out of office. Help manage Safety KPI's as well as the Technician Skills Matrix and perform all duties as listed in the job description.

Requirements

Skilled Field Service Supervisor
Assisting the Sr. Service Manager in the supervision of the Field Service Team for the Madera, FTNON, and FPT product lines for JBT Marel.
Going to customers' sites, at times, and help lead larger projects if necessary.
Completing project bid walks, site assessments and reviews for the quoting process.
Taking an active role for scheduling, billing, quoting and NTO projections.
Backing up the Field Service Manager while they are out of office.
Helping manage Safety KPI's as well as the Technician Skills Matrix.
Performing all duties as listed in the job description.
Technical expertise and/or obtaining engineering and/or further sales support.
Assisting with logistics including travel and obtaining additional parts, tools, equipment, etc.
Responsible for all FSE scheduling activities associated with servicing the needs of the customers and installed base in NA.
Directing service personnel attendance for normal calls for service, breakdowns, service contracts, shop assistance, leased equipment calls/support, rebuilds/overhauls, inspections/audits, installation projects, and training.
Ensuring best match of individual capabilities to call/project requirements.
Supervising our Field Service Engineers on control of hours and expenses.
Supervising team administrative personnel and their duties.
Assisting with the competence management process by maintaining records relating to FSE skill assessments, training activities, recording problems and corrective actions planned.
Contributing to improvements in internal processes, standards and designs to ensure the efficient development of systems and products to meet our customers and our business expectations.
Participating in all continuous improvement initiatives in areas of responsibility.
Participating in and/or scheduling and holding regular conference call(s) with Operations to follow up on activities, initiatives and projects to improve the support of the management, engineering, back-office staff, Helpdesk, etc.
Serving as on call coordinator of technical service support between the customer and the service technician and ensuring all requests are followed up in a timely manner.
Assisting with all customer satisfaction initiatives and feedback, and helping develop strategies, actions and/or activities to improve.
Leading by example, identifying/recognizing and taking corrective actions to ensure safe work behaviors, conditions and/or practices are occurring on a daily basis amongst the team.
Adhering, and making sure team adheres to JBT Marel operating policies and code of ethics. This includes compliance with JBT Marel's off-site safety policy, and all other safety policies and procedures as trained on.
Actively progressing industry and JBT Marel product offering knowledge base, and associated skills.
Attending appropriate training or industry events to stay informed of and make good use of new technology, products and personal development opportunities.
Reviewing and approving FSE service reports, timecards and expenses reports.
Performing/managing other administrative tasks as required by the position (i.e.: collect PO's, open/close projects, billing, collections, absorption reporting, etc.)
Meeting with potential customers as needed to determine needs along with recommending solutions.
Being recognized as a technical leader and offering significant contributions to a variety of problems and/or projects.
Helping manage customer complaints and warranty requests.
Helping develop processes to ensure follow-up happens on a timely basis.
Aligning with the Service Manager and Regional Sales Manager(s) to assist in the development and profitable growth of the Madera/FTNON/FPT business in NA.
Managing, planning and scheduling customer courtesy calls (sales assist) to promote JBT Marel equipment, parts, and services.
Ensuring signed sales contracts and/or service provider contracts are in place for applicable service projects.
Actively participating in customer visits and ensuring customer base is touched multiple times per year.
Understanding and documenting installed base, and other potential customer opportunities.
Helping develop plans to win more business from existing and potential future installed base.
Preparing written information, documentation or reports as needed. Service call reports will be required for every customer visit.
Keenly focusing on improving the customers' experience in doing business with JBT Marel, and expecting the same from colleagues.
Participating in onsite customers' events and visits.
Ensuring that service trip costs and schedules are met.
Indirectly responsible for assisting with managing the AM inbound and sales forecast for the regional product line.
Indirectly responsible for day-to-day coordination, coaching/developing/training and providing technical directions to FSE's.
Indirectly responsible for managing department budget, employee timecards and expenses.
Other duties as assigned by your manager.

Responsibilities

Assisting in the further development, expansion and support of the service and installed base associated with the Madera/FTNON/FPT product lines in North America.
Serving as the initial point of contact for service technicians and customers to supply technical expertise and/or obtain engineering and/or further sales support.
Assisting with logistics including travel and obtaining additional parts, tools, equipment, etc.
Responsible for all FSE scheduling activities associated with servicing the needs of the customers and installed base in NA.
Directing service personnel attendance for normal calls for service, breakdowns, service contracts, shop assistance, leased equipment calls/support, rebuilds/overhauls, inspections/audits, installation projects, and training.
Ensuring best match of individual capabilities to call/project requirements.
Supervising Field Service Engineers on control of hours and expenses.
Supervising team administrative personnel and their duties.
Assisting with the competence management process by maintaining records relating to FSE skill assessments, training activities, recording problems and corrective actions planned.
Contributing to improvements in internal processes, standards and designs to ensure the efficient development of systems and products to meet our customers and our business expectations.
Participating in all continuous improvement initiatives in areas of responsibility.
Participating in and/or scheduling and holding regular conference call(s) with Operations to follow up on activities, initiatives and projects to improve the support of the management, engineering, back-office staff, Helpdesk, etc.
Serving as on call coordinator of technical service support between the customer and the service technician and ensuring all requests are followed up in a timely manner.
Assisting with all customer satisfaction initiatives and feedback, and helping develop strategies, actions and/or activities to improve.
Leading by example, identifying/recognizing and taking corrective actions to ensure safe work behaviors, conditions and/or practices are occurring on a daily basis amongst the team.
Adhering, and making sure team adheres to JBT Marel operating policies and code of ethics. This includes compliance with JBT Marel's off-site safety policy, and all other safety policies and procedures as trained on.
Actively progressing industry and JBT Marel product offering knowledge base, and associated skills.
Attending appropriate training or industry events to stay informed of and make good use of new technology, products and personal development opportunities.
Reviewing and approving FSE service reports, timecards and expenses reports.
Performing/managing other administrative tasks as required by the position (i.e.: collect PO's, open/close projects, billing, collections, absorption reporting, etc.)
Meeting with potential customers as needed to determine needs along with recommending solutions.
Being recognized as a technical leader and offering significant contributions to a variety of problems and/or projects.
Helping manage customer complaints and warranty requests.
Helping develop processes to ensure follow-up happens on a timely basis.
Aligning with the Service Manager and Regional Sales Manager(s) to assist in the development and profitable growth of the Madera/FTNON/FPT business in NA.
Managing, planning and scheduling customer courtesy calls (sales assist) to promote JBT Marel equipment, parts, and services.
Ensuring signed sales contracts and/or service provider contracts are in place for applicable service projects.
Actively participating in customer visits and ensuring customer base is touched multiple times per year.
Understanding and documenting installed base, and other potential customer opportunities.
Helping develop plans to win more business from existing and potential future installed base.
Preparing written information, documentation or reports as needed. Service call reports will be required for every customer visit.
Keenly focusing on improving the customers' experience in doing business with JBT Marel, and expecting the same from colleagues.
Participating in onsite customers' events and visits.
Ensuring that service trip costs and schedules are met.
Indirectly responsible for assisting with managing the AM inbound and sales forecast for the regional product line.
Indirectly responsible for day-to-day coordination, coaching/developing/training and providing technical directions to FSE's.
Indirectly responsible for managing department budget, employee timecards and expenses.
Other duties as assigned by your manager.