Field Service Manager

Pay : $70,000 – $90,000 per year, plus quarterly bonus

Raymond Storage Concepts is a leading provider of customized material handling solutions, dedicated to warehouse and fleet optimization. We provide a wide range of innovative solutions that drive effectiveness for our customers through the optimization of people, processes and facilities. We are an authorized sales and service center for the Raymond Corporation, a member of the Toyota Industries family of companies, and leading global provider of best-in-class material handling products and intralogistics solutions. Headquartered in Cincinnati, we service our clients throughout Ohio, Kentucky, Southeast Indiana and West Virginia through a network of regional locations, including Columbus and Louisville.

Position Overview

With the guidance of the Regional Operations Manager, the Field Service Manager provides leadership for the field service team, and ensures optimal customer experience and business execution. This role works with the Regional Operations Manager to achieve business objectives for the branch (as measured by Key Performance Indicators) by improving the skills, professionalism, and efficiencies within our service operation. Ensures the ongoing and profitable retention of existing customers from an aftermarket perspective, and that their needs are taken care of in an efficient, effective and supportive manner.

Key Responsibilities

• Promotes cooperation between Sales reps, sales support personnel, Operations, and management, so that performance objectives are met, and customer experience is optimized.
• Provides direct supervision of field service technician teams and serves as a leadership presence in the branch.
• Identifies deficiencies in skills among team members and works to improve individuals' capabilities through coaching, development, and training.
• Works with Human Resources and Organizational Development teams to recruit, hire, develop, and retain associates, utilizing company guidelines and support resources.
• Supports and drives the consistent implementation of company continuous improvement initiatives.
• Positively impacts the performance of individual team members by implementing and managing field support tools, including training programs, productivity initiatives, and customer communication tools.
• Leads forecasting and pipeline efforts among the team, ensuring that accurate forecasts are completed on a timely basis.
• Provides a management-level point of contact for key customers. Builds and maintains strong customer relationships.
• Builds peer support and strong internal-company relationships with other key management personnel.
• Ensures that the field service team performs with a positive attitude and maximizes efficiency and quality of service in order to exceed customer expectations.
• Drives team to consistently meet KPI's relating to efficiency, productivity, and customer satisfaction.
• Sets a consistent expectation for the field service team of a safety mindset and firm adherence to all safety policies, procedures and training.
• Develop proficiency with all operating systems and resources to access necessary information to manage business efficiently and profitably.
• Works closely with Field Service Team Leaders to provide necessary guidance in the leadership of their groups and achievement of individual and group performance goals.
• Ensures that work orders are closed in a timely manner and that customer invoicing is performed with the least amount of delay after the work is performed.
• Works closely with the Service Coordination group, ensuring that service technicians are utilized to maximize their effectiveness and efficiency, customers receive the best possible response time to breakdowns, Service Maintenance is completed on time, and that paperwork and invoicing is completed in an accurate and timely manner.
• Provides timely and thorough resolution of customer service issues and escalates to the Regional Operations Manager as necessary for repeat or complex matters.
• Addresses performance and disciplinary issues with support from Human Resources.
• Works to implement short- and long-term strategic plans, objectives, and goals for the branch.
• Handles customer service requests and inquiries in a prompt and professional manner.
• Completes annual performance reviews and provides ongoing coaching and feedback for all members of field service staff.
• Ensures knowledge and skill level of service technicians is adequate to perform their jobs safely and effectively and arranges for additional training as necessary.
• Works closely with the parts department to ensure the service and parts areas are providing effective mutual support.
• Completes monthly and ongoing reporting requirements in a timely and accurate manner.
• Actively participate in improvement and training initiatives such as lean management projects and leadership development training.
• Additional duties as necessary and / or assigned.

Qualifications

Benefits

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