Field Service Manager

2 weeks ago

Albany, United States Brightpath Associates LLC Full time

Job Description

Job Purpose: The Field Service Manager will be responsible for the day-to-day management of the Field Service Technicians in the region and are tasked with ensuring that services provided to the customer meet standards for product performance and reliability.

Job Duties and Responsibilities:

  • Ensure that technicians and service partners are trained and equipped with the proper knowledge, tools, and materials to perform the specific job tasks. Job tasks include but are not limited to inspection of Slings, Manual hoists, Electric hoist, rigging equipment and hardware.
  • Ensures compliance with federal, state and local regulations and corporate policies concerning employee safety, personal protective equipment, handling of hazardous materials, operations of powered equipment, and other safety regulations.
  • Ensure all service administrative work is completed promptly including but not limited to scheduling service techs, reviewing service work orders, approval of PTO in ADP, and completion of annual Performance Reviews with direct reports.
  • Manage invoice preparation.
  • Promote continuous quality monitoring and improvement in the service group. Ensure best practices are being followed and ensure accountability when appropriate.
  • Help to grow existing customer relationships by ensuring their complete satisfaction with product performance; partner with sales as necessary when growth opportunities are presented.
  • Regularly engage in communication with stakeholders at customer sites to understand their needs; address concerns as needed to maintain their complete satisfaction and help them maximize the efficiency of their operation.
  • Work with the Regional Sales Managers to develop and manage our customers’ maintenance programs.
  • Develops training programs and coordinates with HR and Training Department to assure proper training of field service personnel.
  • Always represent in a professional manner, and in all interactions.
  • Perform all other duties as assigned.
  • Acquire in-depth knowledge of corporate software and tools used for inspections and tracking of customer’s assets.
  • Train and assist regional staff in using inspection and testing software.

Job Requirements:

  • A bachelor's degree in a relevant field such as mechanical engineering, electrical engineering, or a related technical discipline is preferred but not required.
  • A minimum of 5 years of experience in a field service role, preferably in a related industry such as manufacturing, automotive, HVAC, or telecommunications.
  • At least 2-3 years of experience in a supervisory role, overseeing a team of service technicians or field engineers.
  • Demonstrated experience in diagnosing and troubleshooting technical issues, as well as managing repair and maintenance projects in the field.
  • Proficiency in using diagnostic tools, equipment, and software systems relevant to the industry.
  • Strong understanding of mechanical and electrical systems.
  • Knowledge of safety regulations and best practices for working in the field.
  • Proven ability to lead, motivate, and mentor a team of service technicians, including hiring, training, and performance management.
  • Excellent communication and interpersonal skills, with the ability to effectively collaborate with cross-functional teams and communicate technical information to non-technical stakeholders.
  • Strong problem-solving and decision-making abilities, with the capacity to handle complex and high-pressure situations in the field.
  • Ability to handle customer complaints and resolve conflicts in a professional and timely manner.
  • Strong organizational and time management skills, with the ability to prioritize tasks, manage multiple projects simultaneously, and meet deadlines.
  • Ability to adapt to changing priorities and environments in the field, including working in various weather conditions and remote locations.
  • Must be authorized to work in the United States without sponsorship.
  • Must be able to pass a pre-employment drug test/physical and background check.

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