Field Service Manager

4 weeks ago

Houston, United States BPA Full time

seeking a strong technical leader to manage all the aspects related to field and technical service and administration for assigned team. This includes, but is not limited to, service sales, coordination of team assignments, management of team projects, and leadership/development of personnel. Other duties include working with other managers (cross‑functional, departmental and occasionally global), focusing on customer and vendor relationships.
- Manage Americas Physical Properties Field Service team to provide effective after sales service support to customers
- Monitor product issues in the field and ensure all issues are properly documented in the system for further evaluation
- Monitor customer facing KPIs are meeting or exceeding targets
- Manage Pricing, Discount and the Travel Expenses impacting the profitability of the company
- Achieve customer service objectives and NPS Scores (Net Promoter Score) by contributing customer service information and recommendations to the strategic plans
- Monitor Field Service expense through reducing service cost and improving contribution margins
- Monitor Field Service Team’s Utilization Rate and ensure team is utilized for optimum productivity
- Identify potential revenue streams and work with Service Director to execute strategies designed to increase service revenue and margins
- Motivate team to upsell/cross sell PAC aftermarket parts and services to grow service revenue
- Travel to meet with customers to discuss service and options
- Lead service team initiatives around investigating and solving complex customers’ problems
- Ensure service schedules are in place and customer deliverables are met within the specified time frames for team
- Maintain program to manage product warrantee work
- Hire staff/technicians for team, provides employee development, evaluates employee performance, recommends departmental changes, etc.
- Supports company Employee Engagement initiatives
- Analyzes statistics and/or other data to determine the level of customer service provided and satisfaction achieved for assigned service team.
- Report service-related metrics to management on a periodic basis
- Maintains industry and product knowledge by reading relevant publications, attending meetings, and completing industry training courses

QUALIFICATIONS: Education & Experience:

- Bachelor's degree in Engineering, Chemistry, or other technical degree from four-year college or university with four or more years of experience in the process automations/instrumentation/analytics industry (or similar industrial environment); or equivalent combination of education and experience.
- 7-10 years’ field service experience in the analytical industry. Includes testing, troubleshooting, calibration and installation
- Five plus years’ experience in a supervisory role

**Benefits**:

- 401(k)
- 401(k) matching
- Dental insurance
- Health insurance
- Life insurance
- Paid time off
- Vision insurance

Schedule:

- 8 hour shift
- Monday to Friday

Work setting:

- In-person

Ability to Relocate:

- Houston, TX 77001: Relocate before starting work (required)

Work Location: In person

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