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Field Service Operations Manager

2 months ago

Crystal Lake, Illinois, United States Concept Machine Full time
Job Overview

POSITION: SERVICE MANAGER

REPORTS TO: GENERAL MANAGER

LOCATION: CRYSTAL LAKE, ILLINOIS

EMPLOYMENT TYPE: FULL-TIME EXEMPT

WORK ENVIRONMENT: IN OFFICE ONLY

POSITION SUMMARY

The Service Manager plays a critical role in our multi-state capital goods sales and service organization. This position is responsible for overseeing a team of field service calibration technicians, ensuring the effective resolution of complex equipment issues that cannot be addressed through standard procedures.

KEY RESPONSIBILITIES
  • Manage and lead a team of Field Service Technicians across designated territories.
  • Collaborate with the Service Dispatch team to optimize the deployment of field personnel.
  • Recruit, onboard, and train new staff through comprehensive orientation and ongoing training initiatives.
  • Oversee performance management, development, and coaching for all team members.
  • Make recommendations regarding hiring, compensation, and employment conditions in partnership with Human Resources.
  • Set daily service priorities in collaboration with the Dispatch team to ensure efficient operations.
  • Drive the service team towards achieving high levels of customer satisfaction.
  • Coordinate with the Technical Manager to ensure that technician vehicles are equipped for optimal first-time resolution rates.
  • Review and approve expense reports submitted by direct reports.
  • Foster strong relationships with Territory Sales Managers and other key departmental personnel to meet customer expectations and service goals.
  • Engage with Concept family companies to ensure alignment with customer service standards.
CORE COMPETENCIES
  • Exceptional attention to detail and organizational skills.
  • Ability to manage multiple projects while adhering to deadlines.
  • Strong oral and written communication skills.
  • Self-motivated and adaptable to changing environments.
  • Confidentiality and integrity in all professional interactions.
  • Proactive in identifying opportunities and proposing solutions.
EXPERIENCE AND EDUCATION

Applicants should possess a High School Diploma or GED along with a minimum of 10 years of relevant experience, including supervisory roles, or 5 years of relevant experience with a bachelor's degree. A master's degree is preferred. Candidates should have 10-15 years of leadership experience in managing field service technicians, with a preference for 5-7 years in people leadership roles.

Strong interpersonal communication and relationship-building skills are essential, along with the ability to prioritize tasks and work under pressure. Proficiency in Microsoft Office and familiarity with Salesforce in the Field Service context is required. A valid driving license and the ability to travel as necessary for the role are also essential.