Field Service Operations Manager

2 weeks ago

Jackson, Minnesota, United States Upland Talent Full time

Upland Talent is seeking a dedicated Field Service Supervisor to oversee a team of skilled Field Service Technicians in addressing client requirements. This pivotal role involves managing field service inquiries, initiating service requests, coordinating labor resources, and dispatching technicians effectively. Exceptional customer service, problem-solving abilities, and strong leadership skills are essential for success in this position.
Key Responsibilities:

Client Interaction:

  • Handle incoming service calls from clients
  • Obtain client approval for additional service requests
  • Collaborate on billing disputes and service call specifics
  • Manage labor for service calls
  • Initiate service requests and related segments
  • Order necessary parts for service calls
  • Dispatch Field Service Technicians efficiently
  • Approve technician hours in the system
  • Monitor service calls to ensure compliance with estimates
  • Troubleshoot parts availability challenges
  • Optimize field truck usage
Safety and Compliance:
  • Complete incident reports as required
  • Conduct regular inspections of field service vehicles for safety
  • Perform site visits to ensure adherence to safety protocols
  • Develop a safety accountability plan with team members
  • Facilitate regular safety meetings
After-Hours Support:
  • Provide after-hours assistance to clients as needed
Technical Expertise:
  • Advise on parts inventory for the branch
  • Stay informed about new equipment and industry trends
Training and Development:
  • Address technician inquiries regarding service calls
  • Conduct coaching sessions and performance discussions
  • Hold regular team meetings to discuss updates and priorities
  • Ensure completion of employee training programs
  • Plan training initiatives based on customer and shop needs
  • Foster team morale through engagement activities
Staffing Responsibilities:
  • Conduct interviews for technician positions
  • Oversee the hiring process for new technicians
  • Manage the onboarding process for new hires
Employee Management:
  • Complete annual performance evaluations for staff
  • Maintain employee records in the system
  • Stay updated on company policies and HR communications
  • Support employee career advancement
  • Address inquiries regarding company benefits
  • Collaborate with HR on employee accommodations
  • Work with Workers Compensation on restricted work situations
Qualifications:
  • Technical degree preferred; high school diploma required
  • 5+ years of experience with diesel equipment preferred
  • 3+ years in a supervisory role preferred
  • Proficient in computer applications (MS Office)
  • Strong communication and organizational skills required
  • Ability to creatively solve problems for clients
  • Commitment to exceptional customer service
  • Capability to recruit and develop a high-performing technician team
Physical Requirements:
  • Ability to lift/carry up to 10 lbs
  • Capable of standing, walking, and performing various physical tasks
This job description aims to outline the general nature and level of work involved; it is not intended to be an exhaustive list of all responsibilities and skills required for the position.

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