Field Service Manager

This position requires that you must be a US Citizen for consideration and meet all Federal Contractor employee requirements. Nomad GCS does not support the H1B Visa for this position.

Position: Field Service Manager (FSM) – Columbia Falls

Division: Customer Experience

Department: Customer Experience

Status: Full-Time

Overview: Nomad Global Communications Solutions is a leading provider of communication and response products serving a wide variety of customers. Our purpose is to be the solution when every minute matters. We seek a candidate that is self-inspired to learn and demonstrates a high degree of customer service while positively contributing to our team.

The Field Service Manager (FSM) is responsible for managing the day-to-day business and operational aspects for a pre-defined territory, location, or set of customers. The Field Service Manager leads service delivery including having responsibility for a team of Field Service Technicians, that support customers who are using Nomad mobile command units, hardware, and software to support their business-critical situations. The FSM supervises and provides technical guidance to team members, including training, coaching, and mentoring to deliver the highest levels of customer service and satisfaction.

RESPONSIBILITIES

Service Delivery Management

• Working with the Service Desk team in assigning tasks and work to field service technicians.
• For project-related service delivery, working with the Service Project Manager (SPM):
• Assisting in the negotiation of design review.
• Managing field service technicians assigned to regional projects and service.
• As required, being engaged with the SPM in the review of on-site work, including installation, commissioning, and testing.
• Serving as a liaison between the customer and the appropriate cross-functional team member to resolve service issues at the Tier III level.
• Participating in meetings with customers and partners, as required, to address critical concerns about product and/or service delivery problems – when required, creates, and communicates plans to address these problems.
• Developing and delivering daily, weekly, and monthly reports as required.
• Communicating the quality issues discovered in the field to the appropriate parties.
• Working with the Service Leadership Team on implementing the necessary process improvements to drive continuous growth and positive change.

Service Business Management

• Working with the Director of Field Service and Warranty and the service leadership team to drive the achievement of defined revenue and profitability goals.
• Managing and optimizing the Field Service budget as appropriate including monitoring of on call and overtime activities, utilization of field resources to best support all required customer activities and ensuring proper adherence to stated policies and use of company resources.

Service Personnel Management

• Planning and ensuring the availability of resources needed for effective service operations.
• Evaluating the performance and compensation related to direct team members.
• Ensuring adherence to company policies and practices
• Generating the appropriate HR paperwork for the management of departmental personnel
• Modeling professional behavior for their co-workers and subordinates
• Maintaining safe and healthy work environment

Documentation

• Maintain accurate, ethical reporting of appropriate business documents, including but not limited to:
• Employee reviews and disciplinary action
• Proper and accurate financial record keeping (monthly, quarterly, and annual)
• Daily completion and maintaining of time journal/logs and customer interaction notes/logs.

Basic Knowledge Desired:

• Ability to use logic and reasoning to identify the strengths and weaknesses of alternative solutions, conclusions, or approaches to problems.
• Strong knowledge of Mechanical, Electrical and IT systems.
• Strong knowledge of IT Services and their associated products.
• Customer centric attitude, teamwork, commitment, effective communication, understands meeting customer needs, problem solver, adaptable, shows initiative, uses sound judgment, and dependable.

Travel Requirements:

• This position requires the ability to travel with short notice and to travel to customer and non-customer sites within the assigned territory, as well as travelling in support of projects outside their assigned territory. Expectation of 25% travel for work.
• Potentially required to work holidays, weekends, nights, etc.
• The flexibility to work remotely via computer or phone.
• Ability to obtain passport, international visas, and US military base access as needed.

Physical Demands:

• While performing the duties of this job, employee is regularly required to sit, stand, walk talk and listen.
• Employee is occasionally required to lift 40 pounds.
• Working Environment: Typical indoor manufacturing environment. Noise level is usually moderate. Safety glasses required when on Production floor.

Qualifications & Experience:

• Bachelor's degree in management, business or the equivalent experience required.
• 2-4+ years or more relevant experience in the installation, maintenance, and repair of electro-mechanical equipment preferred.
• Proficient in handling small parts and tools.
• Valid driver's license in good standing required, Commercial Driver's License preferred.
• Valid passport required.

Nomad GCS is an equal opportunity employer, (EOE,) and voluntarily follows affirmative action guidelines. As an equal opportunity employer, Nomad GCS does not discriminate in its employment decisions based on race, color, religion, gender, sexual orientation, gender identity, national origin, age, disability, genetic information, marital status, amnesty, or status as a covered veteran in accordance with applicable state and local laws.