Field Service Manager

Your Mission
HOERBIGER Service Inc. is seeking a highly motivated and experienced Field Service Manager to oversee the management and execution of field service operations for our North American region. This role is pivotal in ensuring the effective delivery of high-quality field service projects, exceeding customer expectations, and maintaining strong long-term relationships with clients. The Field Service Manager will lead a team of service technicians and administration staff, being responsible to coordinate all service activities in alignment with HOERBIGER's operational standards and safety protocols. A solid understanding of financial KPIs would round up the profile of the candidate.

How you will make a difference

• Team Leadership & Supervision:
  Lead, mentor, and develop a team of field service technicians to deliver superior service while maintaining high morale and fostering a positive work environment.
• Service Operations Management:
  Oversee and manage all aspects of field service operations, including scheduling, job execution, and on-site support to ensure efficiency and customer satisfaction.
• Customer Relationship Management:
  Serve as the primary point of contact for clients, addressing any service-related issues and ensuring timely and effective resolution. Develop long-term relationships with key clients to promote loyalty and drive business growth.
• Compliance & Safety:
  Ensure adherence to HOERBIGER's health, safety, and environmental guidelines. Enforce company policies and industry regulations while conducting regular safety audits and maintaining a strong focus on quality control.
• Service Delivery Optimization:
  Continuously evaluate service processes and implement improvements to enhance operational efficiency, reduce costs, and optimize service delivery.
• Technical Support & Troubleshooting:
  Deliver expert-level troubleshooting and technical assistance in collaboration with the Engineering team for field service projects. Ensure technicians are equipped with the necessary resources and support to effectively resolve complex customer issues.
• Training & Development:
  Regularly evaluate and ensure the team is up to date on product knowledge, industry trends, and best practices by utilizing the field service capability matrix and the internal HOERBIGER training programs.
• Reporting & Documentation:
  Ensure accurate service records, reports, and logs for all field activities, including service requests, customer feedback, and operational performance. Provide regular updates to senior management regarding service performance and potential issues.
• Budget Management:
  Develop and manage the field service budget, including labor costs, parts and equipment, and other operational expenses. Monitor costs and implement cost-saving measures while maintaining service quality.

What you should be good at

• Education:
  Bachelor's degree in Engineering, Business Administration, or related field preferred, or equivalent work experience.
• Experience:
  Minimum of 5 years of experience in field service management or technical services, with a proven track record of managing teams and delivering customer-focused solutions. Experience in the industrial equipment, engineering, or mechanical service sectors is highly preferred.
• Leadership Skills:
  Strong leadership capabilities with the ability to motivate, coach, and manage a diverse team of field technicians and service professionals.
• Technical Expertise:
  In-depth understanding of field service operations, mechanical systems, troubleshooting, and repair processes.
• Customer Service Excellence:
  Demonstrated ability to build and maintain positive client relationships, with a strong focus on customer satisfaction and service excellence.
• Communication Skills:
  Excellent written and verbal communication skills, with the ability to interact effectively with both internal teams and external clients.
• Problem-Solving:
  Strong analytical and problem-solving skills to address complex service issues in the field.
• Project Management:
  Ability to manage multiple service projects simultaneously, ensuring they are completed on time and within budget.
• Travel Requirements:
  Ability to travel extensively within North America as needed.

What you can look forward to

• A dynamic, evolving work environment with significant growth opportunities.
• A competitive benefits package, including Medical, Dental, and Vision insurance.
• Comprehensive disability insurance and life insurance coverage.
• Generous paid vacation, sick days, parental leave, and 12 paid holidays annually.
• Financial wellness support through tuition reimbursement and a 401(k) retirement plan with matching contributions.
• An inclusive culture that values innovation, integrity, and continuous professional development