Field Operations Manager

POSITION SUMMARY

Reporting to the Director of Field Operations, the Field Operations Manager (FOM) assumes a leadership role focused on fostering a collaborative and high-performing field operations team.

This role will be responsible for the development and coaching of the Field Service Supervisors (if applicable) so that they can properly carry out their duties and lead the service center operations team.

Additionally, there is a commitment to the continuous improvement of operational processes, involving regular reviews of sales invoices, service tickets, and active oversight of service calls.

The Field Operations Manager contributes to the strategic aspects of the service center, including the organization of delivery routes, parts, and product ordering.

The FOM may also directly oversee technicians and RSRs in broader geographical regions or in SCs where a Field Service Supervisor is not allocated.

REQUIREMENTS AND RESPONSIBILITIES :

• Oversees the daily operations and team leadership in the service center.
• Ensures that KPIs for the service center are consistently met. Establishes action plans for areas of opportunity and provides timely coaching to the supervisor (s) and field team members, as appropriate.
• Leads the Field Service Supervisor (if applicable) and provides timely coaching, development, and feedback.
• Sets and communicates the weekly itinerary for the service center (including work, holiday, and vacation schedules ensuring proper coverage for Customer service / satisfaction).
• Monitors daily service orders and follows up with appropriate person(s) as needed.
• Consistently reviews previous service orders with service technicians and Field Service Managers, as applicable, to maintain accountability and identify training and development opportunities.
• Performs routine vehicle checks; addresses opportunities and provides timely coaching.
• Establishes a safe working environment and culture by ensuring both service / safety meetings are conducted weekly / monthly, that monthly safety quizzes are completed timely, and that the Service Centers within their area are regularly inspected and comply with our Safety audit checklists.

Regular coaching of vehicular camera events with team members is required.

• Proactively solves problems for team members and customer accounts.
• Leads, recognizes, develops, and conducts routine performance discussions with team.
• Writes and delivers timely annual performance reviews to team members and the Field Service Supervisor (if applicable).
• Participates in periodic ride-a-longs or field follow up with technicians. Provides on the spot coaching and documents progress reports.

It is expected that this function should equate to at least 30% of the working week on average.

• Develops plan for training the team in collaboration with the DFO and Training Department.
• Oversees parts and tool inventory control. Monitors weekly parts ordering and controls excessive parts inventories.
• Manages and maintains oversight of product inventory to ensure rotation and minimize any potential date code issues.
• Audits, approves, and processes team member timesheets daily, and ensures timely submission prior to timecard cut off as set by our Payroll Dept.
• Performs, assists, and trains others on machine installs, exchanges, pulls, and shop checkout of equipment as needed.
• Installs Surveys / Install Audits performed regularly as required.
• Monitors / changes route schedules timely and communicates accordingly.
• Ensures the service center and warehouse is well maintained, clean, and a safe environment.
• Responsible for communicating with Dispatch and relaying information to ensure prompt
• Participates in meetings with sales team members and Installers (if applicable) to set equipment movement schedules.
• Performs other duties as assigned by Operations leadership.

COMPETENCIES :

To perform this job successfully, the Field Operations Manager must be self-motivated, able to problem solve, detail-oriented, and able to stay on task.

The requirements listed below are representative of the knowledge, skill, and / or ability required.

• Excellent organization and time management skills.
• Must be a self-starter and be able to accomplish a versatile and evolving workload.
• Excellent communication skills. Must be able to manage and motivate team members with authority and empathy.
• Self-motivated, with the ability to multi-task, prioritize, and adapt well to change.
• Strong mechanical aptitude and current service skills.
• Well equipped to handle customer relations, interpersonal relationships, team relations, and service.
• Excellent organizational and time management skills.
• Availability to work / be available for a wide array of scheduled tasks, including after hours and weekends as business required.

EDUCATION AND EXPERIENCE :

• At least 5+ years' experience working as a Service Technician or a similar role.
• Technical or Vocational School Background or related field a plus or otherwise promoted through ICEE.
• Commitment to continued learning and personal development.
• Must possess and maintain a valid Driver's License at all times.

TRAVEL REQUIREMENTS :

Depending on the service center / area upwards of 50% travel is required, including overnight stays as required.

LOCATION :

The FOM will operate within Minneapolis, MN, and surrounding area.

BENEFITS :

The role includes base / hourly salary, Health / Dental / Vision Insurance, life Insurance, Paid Time-off, 401(K), and Stock Purchase Plan.

EQUAL OPPORTUNITY EMPLOYER :

ICEE is an equal opportunity employer and prohibits discriminatory employment actions against, and treatment of, employees and applicants for employment based on actual or perceived Federal, State and local laws that prohibit employment discrimination on the basis of race, color, age, national origin, ethnicity, alienage, religion or creed, gender, gender identity, pregnancy, marital status, sexual orientation, citizenship, genetic disposition or characteristics, disability or veteran's status, sex offenses, prior record of arrest or conviction, genetic information or predisposing genetic characteristic, status as a victim or witness of domestic violence, sex offenses or stalking and unemployment status.