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Field Service Operations Manager

2 months ago

Houston, Texas, United States Petroleum Analyzer Company, LP Full time
Job Summary

We are seeking a highly skilled and experienced Field Service Operations Manager to join our team at Petroleum Analyzer Company, LP. As a key member of our service delivery team, you will be responsible for managing all aspects of field and technical service operations, including service sales, team assignments, project management, and personnel development.

Key Responsibilities
  • Manage the Americas Chemical Analysis (CA) Field Service team to provide effective after-sales service support to customers.
  • Manage the CA Field Service P&L and work with the supervisor to grow Field Service business year-over-year.
  • Monitor and report on the CA field service revenue for the team, and work within the assigned department budget.
  • Identify potential revenue streams and work with the Director of Service to execute strategies designed to increase service revenue and margins.
  • Motivate the team to upsell/cross-sell PAC aftermarket parts and services to grow service revenue.
  • Achieve customer service objectives and NPS Scores (Net Promoter Score) by contributing customer service information and recommendations to the strategic plans.
  • Make recommendations for updates to existing departmental processes and procedures as needed to maximize team performance.
  • Coach field service team members to learn the competitive situation and installed base at customer locations.
  • Maintain a strong working relationship with other departments and keep the necessary parties advised of any service issues that may impact specific departments within the company.
  • Maintain a strong focus on customer relationships, ensuring a high level of customer satisfaction.
  • Travel to meet with customers to discuss service and options and observe on-site service performance of field service personnel.
  • Utilize our ERP to monitor, report on, and manage customer expectations.
  • Manage customer complaints. Lead service team initiatives around investigating and solving customer problems, which may be complex and/or long-standing problems that have been communicated via customer service staff members.
  • Ensure service schedules are in place and customer deliverables are met within the specified time frames for the team.
  • Maintain a program to manage product warranty work. Ensure issues are resolved promptly.
  • Hire staff/technicians for the team, provide employee development, evaluate employee performance, recommend departmental changes, etc.
  • Manage employee development initiatives for the team. Utilize a service skills matrix to measure skill sets and ensure employees receive ongoing product and service training across product lines, thus improving departmental efficiency and effectiveness.
  • Provide product and service training to customers and distributors' service personnel on an as-needed basis.
  • Analyze statistics and/or other data to determine the level of customer service provided and satisfaction achieved for the assigned service team. This includes analysis of service calls, service operational efficiency, customer service data, etc.
  • Report service-related metrics to management on a periodic basis.
  • Maintain industry and product knowledge by reading relevant publications, attending meetings, and completing industry training courses.
Additional Responsibilities
  • Attend company meetings as required.
  • Work on special projects and/or teams as assigned.
  • Follow all company and customer safety policies and procedures.
  • Respond to change productively and handle other duties as required.
  • Domestic travel approximately 25% will be required. Some international travel is possible. Should have a passport.
People Development and Leadership
  • Responsible for supervision of an assigned Service team, which may include one or more of the following: field service technicians and leads, helpdesk technicians, and in-house repair technicians.
  • Carries out supervisory responsibilities in accordance with the organization's policies and applicable laws, including Health and Safety, Investors in People, Sarbanes Oxley, Quality Standards, Environmental Policy, Ethics Policy.
  • Responsibilities include interviewing, hiring, and training employees; employee development; planning, assigning, and directing work; apprising performance; rewarding and disciplining employees; addressing complaints and resolving problems.
  • Develops team skills through effective management coaching.