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Field Service Operations Manager

2 months ago

Chicago, Illinois, United States Luminator Technology Group Full time
About the Role

Luminator Technology Group is a global leader in technology solutions that increase intelligence, safety, and efficiency for public transit operations. As a Field Service Site Lead, you will play a pivotal part in ensuring the seamless operation of our field service activities, contributing to the success of our organization.

Key Responsibilities
  • Site Leadership: Lead and manage the field service team at the designated site, including technicians and support staff. Foster a positive and collaborative work environment, promoting teamwork and a customer-centric culture.
  • Field Service Operations: Coordinate and schedule field service visits to meet customer requirements and service level agreements. Oversee the resolution of complex technical issues, ensuring timely and effective problem-solving.
  • Technician Scheduling: Optimize technician routes and allocate resources efficiently. Communicate work schedules and assignments to field technicians.
  • Customer Relationship Management: Build and maintain strong relationships with key customers at the site. Serve as the primary point of contact for escalated customer issues and concerns.
  • Quality Assurance: Implement and enforce quality assurance procedures to maintain consistent and high-quality service delivery. Conduct regular inspections and audits of field service work to ensure compliance with company standards.
  • Inventory Management: Manage and oversee the inventory of spare parts and equipment required for field service operations. Coordinate replenishment and procurement of necessary supplies to ensure uninterrupted service.
  • Reporting and Documentation: Maintain accurate records of field service activities, including service reports, customer feedback, and equipment status. Generate regular reports on service performance and key performance indicators (KPIs) for site management.
Requirements
  • HS diploma or equivalent required. Associate's or Bachelor's degree preferred.
  • 3+ years of prior field service experience in supporting technical or engineering services required, or Military experience in electronics programs may be considered equivalent to this typical qualification.
  • Knowledge of principles and processes for providing customer and personal services.
  • Knowledge of business and management principles involved in strategic planning, resource allocation, human resources modeling, leadership technique, production methods, and coordination of people and resources.
  • Knowledge of machines and tools, including their designs, uses, repair, and maintenance.
  • Ability to exercise discretion and independent judgment while overseeing the field service work and their successful completion of work orders as they relate to troubleshooting down or underperforming systems.
  • Ability to adjust to changing priorities, and at times work under pressure.
  • Ability to accurately read, interpret, and apply management and corporate direction using general concepts and methodologies.
  • Demonstrated knowledge of service contracts.
  • Demonstrated ability to show and or train a co-worker on a technical problem or issue.
  • Clean DMV record and valid Driver License.
  • OSHA training preferred.
  • Exceptional organization and time management skills.
  • Proficiency with Microsoft Office applications preferred.
  • Proficiency with service management software and tools.