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Field Service Operations Manager

2 months ago

Cincinnati, Ohio, United States Signode Full time

Remote opportunity available. Candidates must reside in the Cincinnati OH area.

About Signode:

Signode is a prominent manufacturer in the industrial packaging sector, generating over $2 billion in revenue and operating more than 80 manufacturing facilities worldwide. With a workforce exceeding 9,000 employees, we specialize in a diverse range of transit packaging consumables, tools, software, and equipment designed to enhance end-of-line packaging operations and safeguard products during transit.

Our product offerings include strap, stretch, and protective packaging, along with the tools and equipment necessary for applying these materials. As a leader in the industry, we are committed to innovation in materials, processes, and automation technology, continuously evolving to meet customer needs.

Headquartered in Tampa, Florida, we proudly operate as the Transit Packaging Division of Crown Holdings, Inc., and are eager to showcase our extensive portfolio of products and services.

Position Overview:

The Field Service Operations Manager will oversee and coordinate the activities of field service personnel to ensure optimal performance of Signode power equipment while identifying potential business growth opportunities.

Key Responsibilities:

  • Lead a team of 10-13 field service professionals, managing support for over 1,000 customer accounts and 5,000 machines.
  • Ensure timely completion of service calls by overseeing personnel activities.
  • Review work orders, warranty claims, and installation reports for accuracy in documentation and follow-up actions.
  • Approve timecards, expense reports, and maintenance agreements.
  • Analyze agreement reports to monitor profit and loss within the team’s responsibilities.
  • Drive growth and profitability through the sale of maintenance agreements and billable services.
  • Provide expert supervision for field service technicians on specialized equipment.
  • Facilitate training and development to enhance technical skills within the team.
  • Build strong relationships with internal and external stakeholders to effectively address customer needs.
  • Collaborate with Sales, Product, Marketing Managers, and Engineering to enhance organizational performance.
  • Equip the team with necessary resources and training for safe and effective job performance.
  • Address escalated customer issues and educate clients on the value of services provided.
  • Compile and share essential KPIs and quality reports on a regular basis.
  • Work with inventory management to maintain appropriate service van inventory levels.
  • Prepare detailed technical reports for the Training and Engineering Departments regarding equipment issues and improvement suggestions.
  • In specific regions, maintain high standards of customer service for parts ordering and inventory management.

Territory Overview:

The role primarily focuses on equipment related to the Metals industry, necessitating a strong understanding of this sector. Key industries supported include demanding Metals customers, Paper, Corrugated, Brick, Beverage, and Steel.

Qualifications:

Education: High School Diploma or GED required; a college degree or technical school education is preferred.

Experience:

  • Minimum of 2 years in a leadership role, with at least 5 years in a service capacity.
  • Experience in preventative maintenance (mechanical, PLC).
  • Proven track record in managing remote teams and establishing performance metrics.
  • Strong customer service skills.
  • Proficiency in Microsoft Office applications (Word, Excel, Outlook).
  • Desirable: Completion of professional courses in business, engineering, or mechanical fields.

Success Drivers: The following competencies are essential for success in this role:

  • Customer Focus
  • Stress Management
  • Problem Solving
  • Results Orientation
  • Organization and Planning
  • Empowerment
  • Talent Selection