Field Service Manager

2 weeks ago

Oakland Park, United States Vaco Full time
Vaco is hiring a Field Service Manager located in Oakland Park, FL.
PURPOSE
This position requires day to day direct ownership in planning, leading, and coordinating all product field service activities and resources. These activities include interfacing with sales and customer base to schedule/coordinate service and training trips, ordering parts, managing returns, providing customer status updates and performing analytics of monthly service reports.

DELIVERABLES & RESPONSIBILITIES
  • Schedules all field service trips.
  • Build, lead, train and enable a high performing Field Services team.
  • Ensures Sales Force cases are entered timely and accurately.
  • Coordinate/arranges with properties service visits and technical support training.
  • Provide timely updates to sales reps and internal company personnel on service status.
  • Provide regular forecasting of service and repair parts to production.
  • Provide properties with timely feedback on service status and issue resolution
  • Use Sales Force to retrieve customer base information, inventory availability, case status, work orders and changes as required.
  • Perform analytics on field and Sales Force data to identify trends, potential product issues and work with Quality to initiate CARs as required.
  • Responsible for the shipment of all repair parts to customers and or Field service technician.
  • Accurately document and update customers with service status and calls.
  • Transfers and update service call information to and from clients and technicians.
  • Oversees all RMA requests, providing customers repair lead times.
  • Coordinate travel for the technical support team.
  • Assist service technician with service tickets.
  • Assist with the closure of service jobs as needed.
  • Runs monthly service reports.
  • Establish and manage external service dealers, schedule, updates, training, etc. to support key regions.
  • Assist with the coordination of BETA tests.
  • Maintains Prototype inventory
  • Perform other duties as may be required
QUALIFICATIONS (Education, Experience & Skills)
  • College degree or equivalent combination of education and experience.
  • 5 years' experience in a service role within a manufacturing company.
  • Previous experience managing technical service resources.
  • Demonstrated experience with electro-mechanical products.
  • Demonstrated project management experience.
  • Knowledge of the transportation industry and service properties.
  • Strong computer skills.
  • Ability to read drawings, plans and schematics.
  • Strong communications skill.
  • Computer skills, e-mail and general business software (e.g Word, Excel, Outlook, etc.)

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