Field Service Regional Manager

Utility Trailer Manufacturing Company, LLC., a family-owned 110-year-old company, is the long-term industry leader in refrigerated semi-trailers and North America’s fourth largest semi-trailer manufacturer.

The Field Service Representative is responsible for observing, documenting, analyzing, and communicating field product problems and opportunities to management in a timely manner.

This role involves handling potential warranty claims, anticipating potential design issues, and reporting defects to management using standard procedures.

The Field Service Manager can have their base either at Utility’s plants in Clearfield, UT or Atkins, VA, or at the corporate office located in City of Industry, California.

Travel to dealer locations in the representative’s assigned territory will also be required.

This is an on-site position.

Key Responsibilities :

Performs any combination of (but not limited to) the following duties according to specific department guidelines :

• Establish relationships with and act as counsel and confidant to dealer Service Managers and General Managers / owners in assigned region.
• Train Dealer Service Managers in assigned region on warranty policies and procedures.
• Resolve claims submitted by the region.
• Find and resolve unresolved service-related disputes with dealers and customers.
• Ensure that dealers are compliant with warranty policy and proper service technique(s) in accordance with Company serviceability standards.
• Recommend appropriate corporate approved response and then manage projects through to completion, optimizing end-user satisfaction and the Company’s reputation.
• Recommend new department processes, where appropriate.
• Create and furnish a written trip report of activities.
• Travel for special projects, as directed. (25-50%)

Required Skills / Abilities :

• High School diploma or equivalent required.
• Bachelor’s degree in a technical field preferred.
• Proficient with Microsoft Office (Dynamics 365, Excel, Word, PowerPoint) and virtual collaborative tools (Microsoft Teams, Planner, Zoom, Go to Meetings, etc.).
• Prior manufacturing experience preferred.
• Familiarity with the Company’s systems and corporate philosophy a plus.
• Excellent mechanical and diagnostic ability.
• Ability to prioritize, delegate, and make decisions.
• Excellent listening, oral and written communications skills.
• Excellent management skills.
• Demonstrated experience and skill developing, leading, and managing small teams and working groups in both physically collocated and virtual environments.
• Demonstrated project management skills.
• Attention to detail and process orientation.
• Demonstrated ability to rigorously analyze data and identify trends that enable process and product improvements.

Reasoning Ability

Ability to define problems, collect data, establish facts, prioritize, and draw valid conclusions.

Certifications, Licenses & Registrations

• Project Management Professional (PMP) certification a plus.
• Lean Six Sigma Green Belt certification highly desired.

Physical Demands

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. While performing the essential functions of this job, the employee is regularly required to talk or hear.

The employee is frequently required to sit; use hands and fingers to handle, feel or reach with hands and arms. The employee is occasionally required to stand and walk.

The employee is occasionally required to lift 10 lbs. up to 25 lbs. Specific vision abilities required for this job include close vision.

Work Environment

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job.

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. The noise level in the work environment is usually low to moderate.

The corporate work environment is an office setting. When traveling, the work environment is a factory setting.

We offer medical, dental, vision, profit sharing, life insurance, voluntary spouse life insurance, voluntary dependent life insurance, FSA, DCA, long term disability, accident insurance and more!