JOB SUMMARY

Monday-Friday, 8am-5pm

The Field Service Engineering Manager is responsible for overseeing the delivery of field service operations, including technical support, maintenance, and repair services, to ensure customer satisfaction and operational efficiency. This role involves managing field service teams, coordinating service activities, and optimizing resources to meet service level agreements, safety standards, and business objectives.

ESSENTIAL DUTIES AND RESPONSIBILITIES

•               Lead and manage a team of field service technicians, providing direction, guidance, and support to ensure high levels of performance, productivity, and customer satisfaction.

•               Set performance expectations, establish goals, and conduct performance evaluations for team members, providing coaching, training, and development opportunities as needed.

•               Plan and coordinate field service operations, including scheduling service calls, dispatching technicians, and allocating resources to meet customer needs and service requirements.

•               Develop service schedules, routes, and assignments, optimizing travel time, technician availability, and service coverage to maximize efficiency and minimize response times.

•               Serve as the primary point of contact for customers, managing service inquiries, resolving issues, and ensuring timely and effective communication throughout the service delivery process.

•               Build and maintain strong relationships with customers, identifying opportunities for service improvement, upselling additional services, and addressing customer feedback and concerns.

•               Monitor and track key performance indicators (KPIs) for field service operations, such as response time, resolution time, first-time fix rate, and customer satisfaction scores, and take corrective actions as needed to meet targets.

•               Prepare regular service reports, dashboards, and performance metrics, providing insights and recommendations for improving service quality, efficiency, and effectiveness.

•               Optimize resource allocation, including staffing levels, technician skills, and equipment inventory, to meet service demand, minimize downtime, and ensure timely completion of service activities.

•               Manage service contracts, warranties, and agreements, coordinating with sales, operations, and finance teams to ensure alignment with customer expectations and contractual obligations.

QUALIFICATIONS

•               Strong leadership and management skills, with the ability to motivate and inspire a team, foster a collaborative work environment, and drive performance and results.

•               Excellent communication and interpersonal skills, with the ability to interact effectively with customers, team members, and stakeholders, and communicate technical information clearly and concisely.

•               Proven ability to manage multiple priorities, handle high-pressure situations, and make timely decisions to meet customer needs and service commitments.

•               Analytical and problem-solving abilities, with the capability to analyze data, identify trends, and implement strategies to improve service delivery and customer satisfaction.

•               Knowledge of field service management principles, processes, and best practices, as well as familiarity with relevant regulations, safety standards, and industry guidelines.

KNOWLEDGE & SKILLS REQUIRED

•               Proficiency in using field service management software tools for scheduling, dispatching, and tracking service activities, as well as Microsoft Office suite for reporting and analysis.

•               Understanding of mechanical, electrical, and hydraulic systems, components, and troubleshooting techniques, as well as familiarity with equipment-specific technologies and configurations.

•               Knowledge of safety protocols, regulations, and best practices for working in industrial environments, including hazard identification, risk assessment, and personal protective equipment (PPE) usage.

EDUCATION & EXPERIENCE

Bachelor's degree in Engineering, Business Administration, or a related field. Equivalent combination of education and experience may be considered.

Experience in field service operations, equipment maintenance, or a related technical field, with experience in a supervisory or management role.

CERTIFICATES, LICENSES, REGISTRATIONS

Relevant certifications or licenses may be advantageous, such as Certified Field Service Manager (CFSM), Certified Service Manager (CSM), or manufacturer-specific certifications for equipment or machinery.

PHYSICAL DEMANDS

•               Occasional reaching/working overhead, stooping, kneeling, crouching or crawling

•               Frequent walking

•               Continuous standing and repetitive hand motion

•               Lifting requirements include occasional lifting up to 50 pounds, frequent lifting of up to 50 pounds and continuous lifting of up to 15 pounds