Field Service Operations Manager

1 week ago

Hillsboro, United States HIS Innovations Group Full time
Job Title: Field Service Manager

Department: Outside Sales

Reports to: Strategic Account Manager

Location: Onsite, Hillsboro, OR

Job Summary:

The Field Service Manager - Oregon region is responsible for overseeing and managing the organization's field service operations for the Oregon region. This role plays a crucial part in ensuring efficient and effective service delivery, customer satisfaction, and adherence to company standards and procedures.

Location: HIS Innovations Group is headquartered in Hillsboro, OR. This job is mostly on-site at headquarters or at customer sites in the Portland Metro Area. Up to 25% travel may be required.

Job Responsibilities:

  • Team Management:
    • Lead, mentor, and motivate a team of field service technicians and engineers.
    • Provide guidance and support to the field service team in resolving technical issues and addressing customer needs effectively.
    • Foster a positive and collaborative work environment that encourages teamwork and innovation.
  • Planning:
    • Identify opportunities for process improvements, cost optimization, and resource allocation to enhance field service efficiency.
    • Collaborate with other departments, such as Sales, Engineering, and Operations, to ensure seamless service delivery.
  • Service Delivery:
    • Oversee the deployment of field service technicians and engineers to customer sites for product installations, maintenance, and support.
    • Ensure that service tasks are completed promptly and meet or exceed customers' expectations and contractual obligations.
    • Implement measures to enhance service quality and customer satisfaction.
  • Resource Management:
    • Optimize the allocation of resources, including manpower, equipment, and tools, to meet service demands.
    • Work with internal teams to source and maintain necessary spare parts and equipment inventory.
    • Ensure compliance with health and safety regulations during field service activities.
  • Technical Expertise:
    • Maintain a strong technical understanding of the company's products and their applications to provide expert guidance to the field service team and customers.
    • Collaborate with the engineering and product development teams to address and resolve technical issues and product enhancements.
  • Customer Relationship Management:
    • Work closely with customers to understand their needs and concerns, addressing any escalations promptly.
    • Establish and maintain strong relationships with key customers (tech companies) to understand their specific needs and address any concerns promptly.
  • Reporting and Documentation:
    • Prepare and present regular reports on field service performance and accomplishments to senior management.
    • Maintain accurate documentation of service activities, including service reports, maintenance records, training records, and customer interactions.

Education and Experience Requirements:

  • Bachelor's degree in Engineering, Business Administration, or a related field (or equivalent work experience).
  • Proven experience in managing field service operations, preferably for multiple customers.
  • Strong leadership and team management skills with the ability to motivate and inspire a diverse workforce.
  • Excellent communication and interpersonal abilities to interact with customers, team members, and stakeholders.
  • Analytical mindset with the ability to use data to make informed decisions and drive continuous improvement.
  • In-depth knowledge of field service management principles, best practices, and industry standards.
  • Familiarity with relevant technologies and tools used in field service management.
  • Willingness to travel to various locations for overseeing field operations and building relationships. Up to 25% travel may be required.

Benefits:

As an employee of HIS Innovations Group, you will enjoy a variety of benefits, including Health Care, Dental, Vision, & Life Insurance, Short- and Long-term Disability, Health Savings Account or Flexible Spending Account, 401(k) with company match, Paid Time Off (PTO), Employee Assistance Program (EAP), and a casual work environment.

HIS Innovations Group is an equal opportunity employer committed to diversity and inclusion in the workplace.

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