Regional Field Service Manager

5 hours ago

Ashland City, Tennessee, United States A. O. Smith Full time
Job Title: Regional Field Service Manager

A. O. Smith is a global leader in innovative technologies and energy-efficient solutions. We are seeking a highly skilled Regional Field Service Manager to join our team.

Job Summary:

The Regional Field Service Manager will be responsible for managing a team of field service engineers to provide localized service support to customers. This role will involve alignment with regional sales managers, customer site visits, defusing tense situations, application evaluations, contracted service provider relationships, and on-the-job training for contracted service providers.

Key Responsibilities:
  • Align with Regional Sales managers to provide localized service support
  • Direct investigation of customer complaints regarding quality, tolerances, specifications, and delivered condition of products
  • Maintain customer relationships during customer investigations
  • Recruit, train, and sustain contracted service providers for adequate service coverage in the market
  • Work closely with National Service Department to develop and maintain the service provider network
  • Access training needs, skill levels, and identify training opportunities for service providers
  • Maintain relationships with Reps and provide clear guidance on company policies, processes, and procedures
  • Negotiate validated labor claims with Reps & non-CSP's
  • Travel 80% to support and maintain assigned region. States include: NM, AZ, CA, CO, ID, UT, NV, WY, MT, WA, and OR
  • Communicate with manufacturing, quality assurance, sales, and engineering to resolve customer complaint issues
  • Record, analyze, and inform concerned associates of production quality assurance, and sales departments of status and disposition of customer complaints and claims
  • Utilize interpersonal skills to communicate professionally at all levels within the operational customer / supplier environment
Role-Specific Responsibilities:
  • Provide written technical engineering reports of projects that incorporate the complete understanding of an integrated Water Heating System
  • Provide technical and service assistance to Company customers via telephone contact
  • Perform field service on all Company products as required
  • Assist in preparation of Technical Service Bulletins to provide product-related information to the field
  • Mentor and develop new Field Service Engineers/technicians
  • Provide site inspection, start-up, and conversion coordinator backup as needed
  • Utilize statistical tools and techniques to analyze product and component field failures and warranty data to report recommendations
  • Provide VOC data and work with our product engineering department for reliability testing and new product testing
  • Participate with reliability engineering to identify test sites, assist in monitoring, and reporting test data for the projects
  • Actively participate in corrective and preventative action teams across the business. Serve as a liaison with customers to assure prompt responsive action to any quality issue as necessary
  • Develop, sustain, and continuously improve field service engineering processes to assure the quality of service to the customer
  • Assist Legal Dept and Risk management on claims and site evaluations
  • Assist other departments as needed
  • Perform any other activities as needed or as directed
Qualifications:
  • Bachelor's Degree in a related field. Will consider those with an Associate degree in a technical-related field and equivalent experience
  • 5+ years related work experience

We offer a competitive compensation package and comprehensive benefits plans, including medical and dental insurance, company-sponsored life insurance, retirement security savings plan, short- and long-term disability programs, and tuition assistance.

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