Field Service Team Leader

1 day ago

Milford, Delaware, United States Baltimore Aircoil Full time
Job Summary

The Field Service Team Leader is responsible for managing the day-to-day execution of service to correct customer-perceived and reported issues with equipment in the field. This role ensures that repair is completed efficiently and effectively, and that consistent summaries of the issues are generated and fed back to the organization for further corrective action and improvement.

Key Responsibilities
  • Coordinate the work of Field Service Technicians, including scheduling and supporting logistics.
  • Authorize back charges or external costs associated with field resolution, including approving invoices and credits.
  • Maintain and approve time cards, Pcards, and expense reports.
  • Ensure all required clearances and site documentation are in order for efficient service execution.
  • Implement best practices for field service processes, develop and utilize benchmark-based metrics, and maintain reporting on these measures.
  • Provide timely and meaningful field service reports, information, and advice to allow business units to anticipate and identify potential quality problems.
  • Establish objectives for the team aligned with BAC's execution strategy and evaluate team members on performance.
  • Manage team performance, including disciplinary documentation and administering annual performance reviews.
  • Collaborate in investigations to determine root causes of customer complaints and assist in developing corrective actions.
  • Demonstrate effective daily communication with the team to ensure all employees are informed and committed to the department's immediate goals and vision.
Requirements
  • Bachelor's degree in Engineering, Manufacturing, Business Administration, or equivalent level of experience.
  • Knowledge of mechanical products and 3-5 years of experience with construction and installation of mechanical equipment.
  • Three to five years of experience leading effective teams in a fast-paced, ISO-based manufacturing environment.
  • Analytical thinking and problem-solving skills.
  • Ability to influence and coach peer leaders to gain support.
  • Data presentation skills to effect action.
  • Project management skills, including setting a vision, establishing and driving timelines, and dividing responsibility to balance skills and workload.
  • Keen evaluator of talent and effective developer of high-performing team members.
  • Effective oral and written communication skills.
  • Strong Microsoft Office skills, including charting, graphing, and analysis functions in Excel.
  • Demonstrated knowledge and use of continuous improvement tools and processes, such as Lean and Six Sigma.
  • Proficiency in ERP databases, such as PeopleSoft and SAP.
Working Conditions

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. Working conditions include those of a normal construction environment, as well as standard hazards associated with installed HVAC equipment and rotating equipment.

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