Field Service Manager

Job Description

Job Description

Position Summary :

The Service Manager is a critical role responsible for providing vital technical support to our dealers and direct customers.

The service manager will drive service excellence to ensure customer satisfaction, maximize customer retention and help minimize customer down time.

This role requires an experienced service leader than can think quick on their feet and provide quick responses to field problems.

Essential Duties and Responsibilities :

• Provide strategic leadership and development to the service team.
• Development of an effective Service Support channel
• Provide service and customer service support via phone, email, text, and direct field visits
• Develop Key Performance Indicators (KPI) to effectively manage department
• Diagnose technical issues and determine proper solutions and next steps
• Develop and promote customer relationships with the objective of gaining a clear understanding of the customer needs and a means to satisfy them.
• Driving continuous improvement in service, warranty, and other management processes
• Cultivation of relationships with customers & dealers throughout North, Central, & South America
• Leveraging Service Business to drive new equipment growth
• Coordinate scheduling for the field service team based on customer needs and workflow
• Identify new technologies to better provide service to our customer base

Qualifications :

• Experience leading and growing a service team
• Effectively communicate with customers and co-workers
• Experience managing warranty policy and claims
• Benchmarking experience and KPI Driven
• Ability to train customers and employees
• Capital equipment experience
• Proficient in general Windows applications

Education / Certification / Training

• Bachelor’s degree in business or service management or equivalent experience
• Technical Background preferred
• SAP Experience a plus

Physical Demands :

While performing the duties of this job, the employee is regularly required to stand, walk, stoop, bend, and use hands to finger, handle or touch;

frequently required to push and pull.

• Ability to regularly lift and / or move 25+ pounds.
• Specific vision abilities required by this job include close, peripheral, and the ability to focus.

Work Environment :

• While performing the duties of this job, the employee is in a typical office environment; occasionally exposed to noise, dust, and chemicals.
• Safety glasses / goggles must be worn at all times while in designated areas of shop.
• Proper closed toe and heel footwear is required while in the shop.

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.

The above information includes the general details necessary to describe the principal duties of the job identified and shall not be interpreted as a detailed description of all the work requirements that may be inherent in the job.

Benefits we offer :

• Comprehensive benefits (medical, vision, and dental insurance)
• Company paid Hospital Indemnity / Accident Insurance
• HSA incentives for company contributions
• FSA Plans
• Company-paid Life Insurance
• Company-paid Short term / Long term Disability
• Paternity Leave
• 401K plan with company match
• Profit sharing
• Company events
• Education Reimbursement
• Boot Reimbursement
• Uniform Program
• Employee discount program
29 days ago