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Service Delivery Manager

2 months ago

Cincinnati, Ohio, United States Cleaning Technologies Group Full time
Job Title: Field Service Operations Manager

Department: Cleaning Technologies Group

Reports To: V.P. of Operations

Exemption Classification: Exempt

MINIMUM REQUIREMENTS to PERFORM DUTIES

Essential Duties and Responsibilities:

1. Field Service Management:

Manage the field service business for Cleaning Technologies Group throughout the United States and Canada.

Coordinate field service and equipment/server upgrade activities between Cleaning Technologies Group Sales, Marketing, Engineering, and Service, as well as end users.

Drive service revenue growth through hiring, training, and managing regional service technicians.

Drive aftermarket parts sales growth through field service operations.

Manage preventative and troubleshooting contracts for regions as purchase orders are secured.

Ensure timely delivery of invoices to Cleaning Technologies Group and monitor payments.

Maintain a master schedule for field service technicians in

Prepare and submit expense reports for field expenses.

Make travel arrangements and manage travel schedules efficiently.

Post-installation support.

2. Technical Expertise:

Troubleshoot and understand machine components and relevant service manuals.

Utilize diagnostic tools and service software for basic electrical/mechanical troubleshooting.

3. Data Analysis and Reporting:

Analyze service case data to identify trends, optimize resource allocation, and improve service efficiency.

Provide well-organized, intuitive, and easy-to-follow reports.

4. Customer Focus:

Build positive relationships with end-users, resolve customer issues promptly, and ensure high customer satisfaction.

QUALIFICATIONS

Technical Skills: Proficiency with diagnostic tools, service software, and basic electrical/mechanical troubleshooting.

Communication Skills: Excellent written and verbal communication skills for clear communication with technicians, customers, and internal stakeholders. Exceptional telephone communication skills.

Leadership Skills: Strong leadership skills to motivate, inspire, and coach the service team.

Problem-Solving Skills: Ability to identify and solve complex technical and logistical problems related to field service operations.

Time Management Skills: Excellent time management skills to prioritize tasks, meet deadlines, and manage a busy workload.

Supervisory Responsibilities:

Supervise all field service technicians, including both dedicated and shared resources.

Set performance goals, conduct performance reviews, and provide ongoing coaching and development for technicians.

Travel Requirements: Less than 25%

Education and/or Experience: High School Diploma required; preference for a diploma/degree in a technical field. Experience in field service management, particularly in a similar technical environment, is preferred.

Language Skills: Ability to communicate verbally and in writing in English.

Mathematical Skills: Proficiency in basic arithmetic operations such as addition, subtraction, multiplication, and division.

Reasoning Ability: Capability to identify work process problems and propose possible solutions.

Certificates/Licenses/Registrations: None required.

Physical Demands: Ability to stand for prolonged periods on concrete floors. Capacity to kneel, squat, stoop, recline, climb, crawl, and bend as needed. Ability to adjust visual focus. Capability to lift up to 30 lbs. unassisted, and over 30 lbs. with assistance from a lifting device.