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Field Service Manager

2 months ago

Phoenix, Arizona, United States CSC Serviceworks Full time

Job Summary:

CSC ServiceWorks is seeking a highly skilled and experienced Field Service Manager to join our team. As a Field Service Manager, you will be responsible for managing the daily work activities of a team, including Field Service Technicians and Collectors, in the troubleshooting, repair, collection, and maintenance of Company-owned, rented, and/or leased equipment.

Key Responsibilities:

  • Service and Collections:
    • Monitor weekly and daily collection routes to ensure adequate coverage
    • Manage weekly and daily service routes to cover case load, meet SLAs, and retain high value customers
    • Review, analyze, and create reports to monitor performance
    • Ensure staff completes safety trainings, and complies safety standards, regulations, and policies
    • Perform ad-hoc collections work in the field (as needed basis)
  • Customer Support:
    • Strengthen and maintain client relationships using multiple channels
    • Represent the CSC brand by regularly visiting property managers to understand and solve their needs
    • Provide customer service support, respond to inquiries, complaints, and requests as appropriate
    • Monitor low net locations to assist in efforts to improve revenue
  • Inventory Management:
    • Manages and secures company assets including parts, inventory, vehicles, and machines at locations
    • Oversee fleet maintenance to ensure ready supply of vehicles available for service
    • Monitor vandalized locations and high-volume service call locations and work to improve performance
    • Submit all billable service work and warranty/guarantees for parts on a timely basis
    • Prepare billing to customers for parts as applicable
    • Reconcile invoices for parts
  • Systems:
    • Uses and understands systems, tools, and applications to manage work effectively
    • Comfortable learning new technologies to drive efficiencies and accountability
  • Key Management Responsibilities:
    • Recruit, hire, and onboard new team members while managing a team
    • Delegate duties and assign/schedule work to meet deadlines
    • Achieve annual financial objectives and monitors department level budgets
    • Support employee development and provide training as needed
    • Establish team and individual employee goals
    • Manage employee performance to meet daily / weekly / monthly SLAs
    • Authority to terminate or make a termination recommendation
    • Implement, communicate, and maintain Company practices, policies, and procedures with team
    • Train associates and onboard new hires
    • Other duties assigned

Requirements:

  • Ability to pass pre-employment screening
  • Valid Driver's license
  • High School Diploma or equivalent; or 5-7 years related experience and/or training; or equivalent combination of education and experience
  • Associate's Degree preferred
  • General knowledge of heating and cooling equipment, water heaters, pumps and boilers, building maintenance electrical, plumbing etc.

Preferred Qualifications:

  • Ability to communicate with clients, de-escalate issues, and find solutions
  • Ability to read, analyze, interpret, and understand general business periodicals, professional journals, technical procedures, financial reports, legal documents, or governmental regulations
  • Ability to write reports, business correspondence, and procedure manuals
  • Ability to effectively present information to management and groups of employees
  • Ability to work with a variety of mathematical concepts
  • Ability to define problems, collect data, establish facts, and draw valid conclusions
  • Ability to interpret a variety of instructions
  • Strong Microsoft Office skills

CSC ServiceWorks is an equal opportunity employer.