Service Manager

3 weeks ago

Minneapolis, United States Concept Machine Full time
SERVICE MANAGER

Reports to: Ted Gaul

Location: CMT- MN Office

FLSA Status: Exempt

POSITION SUMMARY

Performs a variety of complex support activities within the Field Service Department. Provides oversight and management level support to field service technicians. Assesses and responds to complex situations where standard procedures have failed to isolate or fix equipment issues. Is strategically and tactically responsible for closure of all customers escalated problems and issues within their region. Report's reliability and quality problems to appropriate groups within the company. Uses prior experience to resolve non-standard problems. Ensures all training certifications and requirements are maintained in an up-to-date fashion. May train lower-level field service staff. Responsible for overseeing and organizing work performed by direct reports in each area or region.

CORE RESPONSIBILITIES

  • Manages a team of Field Service Technicians within assigned territory.
  • Managers Service Dispatch team to ensure effective utilization of field personnel.
  • Hires, manages and trains through orientation, onboarding, scheduled field visits, in-house training classes, and the development of training material.
  • Owns all performance management, development, and coaching for all team members.
  • Recommends and executes hiring, compensation, and other decisions related to conditions of employment in conjunction with Human Resources.
  • Establishes daily service priorities for service teams within assigned territory.
  • Leads service team to achieve excellent customer satisfaction.
  • Coordinates with Parts team to ensure Technician vehicles are properly stocked to achieve highest possible first-time solution rate.
  • Reviews and approves expense reports of direct reports.
  • Establishes close working relationships with Territory Sales Managers, other Regional Service Managers, and other key departmental staff to ensure customer expectations and company service goals are met.
  • Established close working relationships with Distribution partners, including Machine Tool OEMs, to ensure shared adherence to customer expectations.
CORE COMPETENCIES
  • Demonstrates the highest level of detail orientation, organizational skills, and the ability to multi-task efficiently.
  • Demonstrates a sense of urgency to attain and exceed desired results.
  • Demonstrates a sense of confidentiality.
  • Ability to leverage a variety of resources and work through others.
  • Ability to balance simultaneous projects while meeting assigned project timelines.
  • Advanced oral and written communication skills with the ability to write and edit business correspondence.
  • Willingness to learn and perform any/all work duties
  • Forward-looking thinker, who actively seeks opportunities and proposes solutions.
  • Other core competencies will be defined by your direct supervisor/manager
CORE EXPERIENCE AND EDUCATION
  • High School Diploma or GED and 10+ years of relevant experience, including supervision OR 5 years of relevant experience with a bachelor's degree.
    • Preferred a master's degree.
  • 10-15+ years' experience in leadership and leading field service technicians.
    • Preferred 5-7 years of experience with people leadership.
  • Exceptional leadership, interpersonal communication, and relationship-building skills,
  • Ability to handle and prioritize multiple tasks, work under pressure, and meet all deadlines,
  • Exhibit a high level of professional conduct, integrity, and accountability,
  • Must have the ability to make recommendations to effectively resolve problems or issues, by using wise judgment that is consistent and partner with upper management and HR.
  • Proficient in Microsoft Office
  • Knowledgeable in Salesforce within the Field Service area.
  • Valid Drives license.
  • Ability to travel as needed for the role, estimated at 10-15%

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