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Field Service Operations Manager
2 months ago
Position Overview
The Field Service Operations Manager is tasked with overseeing third-party service providers responsible for the installation and maintenance of commercial and industrial printing equipment, ensuring optimal customer satisfaction and operational efficiency.
Key Responsibilities
In alignment with Epson's policies and procedures, the primary responsibilities include:
- Engaging with customers and third-party service vendors to provide daily updates on repair statuses until issues are resolved.
- Monitoring service events and vendor activities to ensure adherence to established protocols.
- Coordinating all service dispatches, tracking their progress, and generating reports on field service activities to enhance customer service levels.
- Ensuring that all dispatches are assigned to qualified technicians, balancing workload effectively.
- Collaborating with various teams to ensure timely execution of installation processes, meeting both sales targets and customer expectations.
- Maintaining accurate service data for reporting and dashboard purposes.
- Working closely with the Contact Center and APS to address escalated customer inquiries and issues.
- Facilitating sales escalation meetings and managing follow-up processes related to third-party service vendor activities.
- Addressing escalated product concerns with relevant management and departments.
- Managing relationships with authorized third-party service providers from contract initiation through performance evaluation and potential termination.
- Negotiating with vendors to reduce costs while enhancing service quality and customer satisfaction.
- Collaborating with vendors on program and repair challenges, implementing new processes as necessary.
- Conducting payment reviews and managing the approval process for service-related expenses.
- Negotiating training requirements and associated costs with third-party vendors.
- Analyzing key performance indicators (KPIs) and generating reports to identify trends in productivity and service activities, making recommendations for improvements.
- Addressing discrepancies related to third-party consigned parts returns and billing.
- Working with vendors to enhance KPI performance, focusing on increasing first-time fix rates and minimizing repeat and escalated calls.
- Preparing ad-hoc reports and analyses as requested by senior management.
- Co-leading system enhancements related to service dispatches and reporting of field service activities.
Product Knowledge
Maintaining expert knowledge of product specifications, operations, and target markets is essential. Proficiency in Epson's CRM and dispatch systems is required.
Relationship Management
This role involves hiring, motivating, and developing team members, providing coaching and mentoring, and advising management on personnel and operational issues.
Department Management
Operating within budgetary constraints, participating in the development of annual budget forecasts, and contributing to tactical and operational planning are key aspects of this position.
Qualifications
Candidates should possess at least 8 years of experience in a similar role, particularly within the printing industry, with a focus on managing field service teams. Extensive experience with commercial printing technologies, including managed print services and large format printing, is essential. Strong leadership, communication, and organizational skills are required, along with a bachelor's degree or equivalent experience. The ability to travel up to 25% is also necessary.
Compensation
The starting annual base pay for this role ranges from USD $117,758 to $161,917, depending on various factors including experience and market conditions.
Epson America, Inc. is an Equal Opportunity/Affirmative Action Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, age, national origin, disability, and protected veteran status.
