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Field Service Operations Manager

2 months ago

Crystal Lake, Illinois, United States Concept Machine Full time
Job Overview

POSITION: SERVICE MANAGER

REPORTS TO: GENERAL MANAGER

EMPLOYMENT TYPE: FULL-TIME EXEMPT

LOCATION: CRYSTAL LAKE, ILLINOIS

WORK ENVIRONMENT: IN OFFICE ONLY

POSITION SUMMARY

Concept Machine is seeking a dedicated Service Manager to lead our Field Service Department. This role is crucial for overseeing a team of calibration technicians and ensuring the effective resolution of complex equipment issues.

KEY RESPONSIBILITIES
  • Manage and mentor a team of Field Service Technicians across designated territories.
  • Collaborate with the Service Dispatch team to optimize field personnel deployment.
  • Oversee recruitment, training, and development initiatives for new hires and existing staff.
  • Conduct performance evaluations and provide coaching to enhance team effectiveness.
  • Establish daily service priorities in conjunction with the Dispatch team.
  • Drive customer satisfaction by leading service teams to meet and exceed expectations.
  • Coordinate with the Technical Manager to ensure technician vehicles are adequately equipped for efficient service delivery.
  • Review and approve expense reports submitted by team members.
  • Build strong relationships with Territory Sales Managers and other regional service personnel to align on customer service goals.
  • Engage with affiliated companies to ensure consistent adherence to customer service standards.
CORE COMPETENCIES
  • Exceptional organizational skills with a keen attention to detail.
  • Strong sense of urgency and commitment to achieving results.
  • Ability to maintain confidentiality and handle sensitive information.
  • Proficient in balancing multiple projects while adhering to deadlines.
  • Excellent verbal and written communication skills.
  • Self-motivated, adaptable, and eager to learn.
  • Proactive in identifying opportunities for improvement and proposing solutions.
EXPERIENCE AND EDUCATION

Applicants should possess a High School Diploma or GED with a minimum of 10 years of relevant experience, including supervisory roles, or 5 years of experience complemented by a bachelor’s degree. A master’s degree is preferred.

Additional qualifications include:

  • 10-15 years of leadership experience in managing field service teams.
  • 5-7 years of direct people management experience.
  • Proficiency in Microsoft Office and familiarity with Salesforce in the Field Service context.
  • Valid driver's license and willingness to travel as necessary.