Field Service Manager

2 weeks ago

Chandler, United States RDO Equipment Co. Full time

This individual will efficiently manage, coordinate and schedule Field Service Technician’s time, while maintaining the invoicing of work orders in a timely manner. In conjunction with this, they will communicate with the customer in regard to quotes, job status and scheduling. They will also coordinate activities and cooperate with other departments of the dealership to best serve the needs of the customer and employees.

**Specific Duties Include**:

- Assign jobs and work areas to Field Service Technicians according to their skills and knowledge.
- Demonstrate leadership in all aspects of the field service operations.
- Coach and mentor field service employees on a regular basis with regards to efficiency, productivity and rework.
- Proactively seek customer feedback, anticipate problems and respond promptly. Respond and follow up to employee issues and concerns.
- Review all repair work orders for accuracy and completeness concerning parts, materials and labor, and approve the release of equipment for delivery to the customer.
- Work with the Service Operations Manager or supervisor in all aspects of the service department in fulfilling the responsibilities of the Service Operations Manager (may fill the Service Operations Manager's role in their absence).
- Responsible for conducting and scheduling all in-house Service Technician training.
- Assist in the appraisal of repair work coming into the service department.
- Advise Service Operations Manager of all customer complaints.
- Maintain a clean and safe working environment for all technicians.
- Meet with Service Operations Manager on a regular basis to review department performance profitability, efficiencies, and personnel matters.
- Maintain technical and product knowledge on all equipment sold within the dealership’s area of responsibility.
- Ensure that appropriate communications take place throughout the location/s by facilitating/participating in monthly open-book meetings, conducting regular team meetings, encouraging an open-door policy, and proactively seeking feedback from team members.
- Foster an engaged work environment within the location/s, encouraging accountability, open communication, teamwork, and a commitment to serving the customer.
- Lead and manage all business and/or department activities related to ensuring the customer experience is positive and that all team members are committed to creating solutions and long term relationships with customers.
- Ensure that the company/location reputation and image in the community is consistent with RDO Integrated Controls Core Values, and that business relationships with all stakeholders are not compromised.
- Manage the evaluation, allocation, and management of physical and financial resources and administer the hiring, development/training, management, evaluation, and effective assignment of people resources.
- Responsible for ensuring that sound and safe business practices and processes are implemented and continuously improved to effectively and efficiently achieve ethical business objectives.
- Follow all safety rules and regulations while performing work assignments and adhere to all policies and procedures as specified in company manuals and as directed in the employee handbook.
- Proactively seek and participate in available company-sponsored training, in an effort to develop and advance knowledge base and skill set.
- Maintain a positive and professional working relationship with peers, management, and support resources, with a constant commitment to teamwork and exemplary customer service.
- Perform all other duties as assigned by management in a professional and efficient manner.

**Job Requirements**:

- Previous supervisory/management experience preferred
- Strong customer service skills
- Strong computer skills
- Strong technical knowledge
- Excellent oral and written communication skills
- High school and/or technical school education

Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities

The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor’s legal duty to furnish information. 41 CFR 60-1.35(c)

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