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Field Service Operations Manager

2 months ago

Geneva, Ohio, United States HDT Global Full time


This role encompasses not only the execution of field service support functions but also the oversight of logistical technical assistance for HDT clientele regarding deployed systems.

It involves the analysis, organization, planning, and administration of various aspects of daily task assignments, as well as technical and engineering support for Field Service Representatives (FSRs) engaged in maintenance and repair activities across multiple programs.

Management of daily workloads and task assignments is a critical component of this position, which may necessitate considerable travel, including international trips, often on short notice.

Key Responsibilities:


• Spearheads initiatives to guarantee that HDT Field Service Technicians receive the necessary training and certification to perform a diverse range of services and repairs on both commercial and military equipment produced by HDT.

• Analyzes, organizes, plans, and administers various aspects of daily field service operations, including scheduling, coordination, and management of assigned tasks.

• Responsible for provisioning essential or replacement tools, specialized testing equipment, and parts to facilitate maintenance and repair activities across multiple products and service agreements.

• Capable of analyzing service contracts, technical documentation, customer usage data, maintenance policies, operational characteristics, and related reports.

• Understands assigned projects to define the scope of work, resource requirements, necessary tools, and spare parts provisioning, or maintenance and repair needs.

• Ensures that field failure and analysis reports are accurate and submitted promptly to support trend analysis, quality assurance initiatives, and engineering support efforts.

• Identifies, prioritizes, and evaluates key milestones in field service activities, documenting performance and anomalies in project execution.

• Provides real-time technical assistance to dispatched FSRs and addresses customer inquiries.

• Effectively manages logistics, personnel, engineering support, and equipment assets to ensure first-time repair success.

• Cultivates and enhances relationships between field service technicians and engineering departments while ensuring compliance with engineering guidelines and best practices.

• Conducts and oversees inventory management of field service tools and equipment, analyzing resource availability to meet desired delivery timelines.

• Offers leadership and mentorship to junior field technicians.

Qualifications:

• AAS in Air Conditioning & Refrigeration is preferred.

• High School diploma or equivalent is required.

• AAS/BS degree or equivalent trade certification and/or HVAC certification is preferred.

• 5-10 years of experience in HVAC, Electrical Repair, Engineering Design, and Welding.

• Proficient in SAP, EPDM, CAD, and the MS Office suite, particularly Project, Excel, Word, and PowerPoint.

• Familiarity with Solidworks, SAP, and Salesforce is desirable.

Disclaimer:

This job description is not intended to be an exhaustive list of all duties and responsibilities associated with this role.

HDT Global is an Equal Opportunity Employer, welcoming applications from protected Veterans, disabled individuals, and other individuals regardless of race, color, religion, national origin, gender, gender identity, age, or sexual orientation.