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Regional Field Service Manager

4 months ago

Raleigh, United States TARGAN Inc. Full time
Job DescriptionJob DescriptionDescription:

The Regional Field Service Manager is responsible for effectively and efficiently managing a profitable service operation within an assigned geographical area reporting to the Director of Field Operations on tasks involving their assigned or unassigned regional territory. The Regional Field Service Manager must consistently deliver quality service in unison with Targan’s strategic goals and objectives. In addition, the Regional Field Service Manager will not only provide input for strategic planning, through identified trends and opportunities but will also provide the proposed corrective action plans to the Director of Field Operations for input on standards of field service operations. This position requires the ability to operate all field service functions for the assigned region to provide excellent customer service and support while maintaining OPEX and REVENUE budgets. Further, this position will play a key role in ensuring service issues are addressed in a consistent and timely manner while building their FST team to optimize customer onsite support operations.

  • Provide leadership and direction when necessary and appropriate
  • Ability to operate in an organized manner in an autonomous work environment without direct daily supervision
  • Ability to effectively communicate with internal and external stakeholders
  • Consistently meets or exceeds departmental objectives in support of business initiatives
  • Demonstrate continuous improvement principles through implementation of change
  • Participation and experience on one or more customer support projects annually
  • Demonstrated mastery of standard operating procedures for Field Operations
  • Utilizes required software and calendars kept up to date with the goal of effective time management
  • Expert in operation of Microsoft Windows and Office Suite of products
  • Have and maintain a valid driver’s license in state of residence
  • Must be fluent in English
Requirements:
  • Travel expectations of 40 - 50% both local and/or overnight travel based on customer support needs (Some international travel may be required.)
  • Support customers on a daily basis through their team M-F & Holidays (Some weekend work required).
  • Maintain Field Schedule to ensure proper hatchery and customer support.
  • Build a high-quality team of field service techs (FST's) that will promote the service image, reputation and customer satisfaction necessary to support hatcheries and customer locations. This accountability will be attained through the provision of the necessary technical/administrative training, the appropriate tools, and direction to ensure the quality of service delivered is consistent with established goals.
  • Hire & Onboard FST’s as needed to maintain regional support operations.
  • Collaborate with the Technical Training manager for skillset improvements and training enhancements.
  • Coordinate technical and soft skill training for their FST team to match the product installation base.
  • Collaborate monthly reviews with the Call Center/Technical Support team for improvement opportunities.
  • Provide coaching and mentoring to grow their direct reports technically and professionally.
  • Manage business on a regional level to ensure departmental goals, both qualitative and quantitative, are accomplished and tracked monthly.
  • Maintain and adhere to Field Service Standards of Operation business processes.
  • Maintain field inventory for their team through continual inventory reporting and cycle counting throughout the year.
  • Identify specific areas of improvement within their regions to optimize onsite service and support.
  • Maintain a high level of customer satisfaction through direct customer feedback and customer success manager.

Education

  • Bachelor's degree in business-related curriculums or related educational training from an accredited institution
  • Minimum 2-5 years of related experience in place of educational requirement

Working Conditions

Work is performed inside a flex space building consisting of offices, open desk space, a laboratory, a machine shop, and a manufacturing floor. Level of noise is usually quiet in the office environment and temperature controlled. Noise levels are elevated in the warehouse space where temperatures can vary depending on the outside elements and weather. Travel may be required, including up to 5 - 15 trips per year to visit suppliers, attend conferences, meetings (customer, investor, and business), and customer sites (hatcheries).

All the above duties and responsibilities are essential job functions for which reasonable accommodation will be made. All job requirements listed indicate the minimum level of knowledge, skills, and/or ability deemed necessary to perform the job proficiently. This job description is not to be construed as an exhaustive statement of duties and responsibilities or requirements. Employees may be required to perform other job-related duties as requested by their supervisor. This document does not create an employment contract, implied or otherwise, other than an "at will" relationship.