Field Service Manager

2 weeks ago


Owings Mills, United States Centric Business Systems - powered by UBEO Full time

Job Summary:
In conjunction with the Regional Service Manager (RSM), the Technical Service Supervisor (TSS) provides leadership and supervision to all assigned team members. Additionally, the key aspects of the position are to enforce company policy and procedure, drive accountability, and improve the service region’s efficiency and proficiency through active engagement in the day-to-day service operation.

Essential Functions:
Customer:

  • Build strong business relationships with customers
  • Monitor customer satisfaction drivers and solicit internal/external customer feedback to continuously improve the customer service experience.
  • Meet or exceed goals related to key performance indicators (KPIs)
  • Effectively handle difficult customer situations

Technical:

  • Serve as primary escalation point for the region and liaison to internal/external subject matter experts.
  • Maintain technical expertise on products supported by the business.
  • Provide technical updates to the team.
  • Address units with excessive service.
  • Respond to escalations onsite as appropriate.
  • Monitor inventory levels/usage/accuracy.
  • Respond to service calls as necessary to maintain customer satisfaction.

Employee:

  • Adhere to and enforce service policies and procedures.
  • Mentor new hires
  • Perform ride-alongs with employees to observe adherence to company policy and procedure.
  • Provide input to the RSM regarding employee development, training, performance, etc.
  • Provide OJT and assistance to technicians as needed.
  • Provide comprehensive development training for all service personnel to include all aspects of the service personnel job description.
  • With the RSM, review regional KPIs and develop action plans to address areas below goal.
  • Review and develop action plans for the bottom 30% performers.
  • Conduct annual performance evaluations
  • Communicate Employee Expectations on a regular basis and take corrective actions if warranted
  • Maintain day-to-day coverage schedules

Queue Management:

  • Monitor the region’s service call queue to ensure appropriate responses.
  • Coordinate with dispatch for appropriate call assignments.
  • Keep the RSM informed at all times of complex or escalated issues in the field.

Accountability:

  • Perform quality assurance inspections on devices within the region.
  • Review service performance results monthly and weekly with the RSM and implement action plans as appropriate.

Leadership:

  • Serve as a role model and exhibit professional appearance and behavior at all times, under the most difficult situations.
  • Demonstrate excellent verbal and written communication skills.
  • Serve as a positive influence/champion fostering a supportive culture within the team/organization.
  • Stay abreast of industry trends and innovations to implement best practices at Centric
  • Maintain a service force in which all service employees have the capacity to work and produce results by meeting or exceeding performance standards.
  • Conduct regular employee 1-1s
  • Make effective, timely decisions when addressing client needs.
  • Follow through on additional activities or responsibilities as requested by management.

Required Qualifications:

  • Associates Degree in Business Management or equivalent industry experience
  • 5+ years of industry related experience preferred
  • Has demonstrated outstanding leadership and decision making skills
  • Requires technical and quantitative skills typically gained through completion of formal training
  • Requires a valid state driver’s license and minimum level of auto insurance coverage per Centric policy for positions entailing extensive use of personal car while on company business.

Job Type: Full-time

Benefits:

  • 401(k)
  • Dental insurance
  • Health insurance
  • Paid time off
  • Vision insurance

Schedule:

  • 8 hour shift
  • Day shift
  • Monday to Friday

  • Field Service Manager

    1 month ago


    Owings Mills, United States Centric Business Systems Full time

    Job DescriptionJob DescriptionJob Summary:In conjunction with the Regional Service Manager (RSM), the Technical Service Supervisor (TSS) provides leadership and supervision to all assigned team members. Additionally, the key aspects of the position are to enforce company policy and procedure, drive accountability, and improve the service region’s...


  • Owings Mills, United States Eurosort, Inc. Full time

    **Job Title**:Field Service Technician **Reports to**:EuroSort Installation Manager **Location**: Owings Mills MD **Summary of Job Responsibilities**: The Field Service Technician will work both internally in Owings Mills, MD and at customer sites across North America focusing on the United States. This position is responsible for maintaining customer...


  • Owings Mills, United States Crescent Hotels & Resorts LLC Full time

    As a Hotel Event Services Manager, you will play a pivotal role in orchestrating flawless events and conventions, ensuring the highest level of service and guest satisfaction. From corporate conferences to social gatherings, you will oversee the planning, coordination, and execution of all aspects of the event, working closely with clients and internal teams...


  • Owings Mills, United States The Crescent Hotels Group Full time

    Description As a Hotel Convention Services Manager, you will play a pivotal role in orchestrating flawless events and conventions, ensuring the highest level of service and guest satisfaction. From corporate conferences to social gatherings, you will oversee the planning, coordination, and execution of all aspects of the event, working closely with clients...


  • Owings Mills, Maryland, United States Marriott Owings Mills Metro Centre Full time

    As a Hotel Convention Services Manager, you will play a pivotal role in orchestrating flawless events and conventions, ensuring the highest level of service and guest satisfaction. From corporate conferences to social gatherings, you will oversee the planning, coordination, and execution of all aspects of the event, working closely with clients and internal...


  • Owings Mills, United States Hillis-Carnes Full time

    Job DescriptionJob DescriptionWHO IS HILLIS-CARNES?Hillis-Carnes Engineering Associates (HCEA) is a top-tier, multi-disciplined engineering firm with 30 years of demonstrated success (and counting!) Just ask Engineering News-Record who named us to its ranking of "Top 500 Design Firms in the Nation" for our continued rapid growth and success. HCEA strongly...

  • It Sales Manager

    2 weeks ago


    Owings Mills, United States iBankonIT Full time

    Job DescriptionJob DescriptionOverview of CompanyARE YOUR TECH SKILLS AT A 10 OUT OF 10? ARE YOUR SALES SKILLS A 10 OUT OF 10? If so, we want to speak with you! We are an Owings Mills, MD-based IT Sales & Services company with a focus on the Reuse, Repurposing, and Resale of pre-owned computer equipment, and support of customers' networks and users....

  • It Sales Manager

    1 week ago


    Owings Mills, United States iBankonIT Full time

    Job DescriptionJob DescriptionOverview of CompanyARE YOUR TECH SKILLS AT A 10 OUT OF 10? ARE YOUR SALES SKILLS A 10 OUT OF 10? If so, we want to speak with you! We are an Owings Mills, MD-based IT Sales & Services company with a focus on the Reuse, Repurposing, and Resale of pre-owned computer equipment, and support of customers' networks and users....

  • It Sales Manager

    1 week ago


    Owings Mills, United States iBankonIT Full time

    Overview of CompanyARE YOUR TECH SKILLS AT A 10 OUT OF 10? ARE YOUR SALES SKILLS A 10 OUT OF 10? If so, we want to speak with you! We are an Owings Mills, MD-based IT Sales & Services company with a focus on the Reuse, Repurposing, and Resale of pre-owned computer equipment, and support of customers' networks and users. Candidates must have a background,...

  • Gameday Management

    1 month ago


    Owings Mills, United States i9 Sports Full time

    Benefits/Perks A team-based atmosphere with a focus on Fun! Build leadership skills and gain management experience Online training opportunities Company Overview Founded in Tampa, Florida, i9 Sports is the nation’s first and largest youth sports league franchise business in the United States with over 1 million registrations in more than 500...

  • Sales Manager

    2 weeks ago


    Owings Mills, United States Centric Business Systems Full time

    Purpose Responsible for managing and leading a direct sells team of 6-10 sales executives across multiple branches. This team sells business technology solutions including copiers, multifunctional printers, print and document management software solutions and Production systems and workflow solutions through their assignments, relationship building,...


  • Owings Mills, United States Core 9 Concepts Full time

    Job DescriptionJob DescriptionCore 9 Concepts is thriving as a business consulting and sales firm located in Towson, Maryland! Our forward-thinking marketing strategies and innovative sales tactics are what attract our reputable clients to us. Now that our clients are expanding, we are looking for entry level candidates to join our marketing and sales team...

  • HVAC Service Tech

    7 days ago


    Owings Mills, United States River Breeze Services LLC Full time

    Job DescriptionJob DescriptionWe are looking for an HVAC Service Tech to join our team! You will install, service, and repair heating and air conditioning systems.Responsibilities:Install new heating, ventilation, and air conditioning systemsInspect and perform equipment repairs and replacementsPerform routine preventative maintenance Respond to...


  • Owings Mills, United States T. Rowe Price Full time

    There is a place for you at T. Rowe Price to grow, contribute, learn, and make a difference. We are a premier asset manager focused on delivering global investment management excellence and retirement services that investors can rely on today and in the future. The work we do matters. We invite you to explore the opportunity to join us and grow your career...

  • Performance Manager

    4 weeks ago


    Owings Mills, United States JLL Full time

    JLL supports the Whole You, personally and professionally. Job Responsibilities Business Intelligence and Performance Translate client business objectives into an information management and business intelligence strategy for each service line which is integrated and consistent at the account management level. Contribute to data management and...


  • Owings Mills, United States Murthy Law Firm Full time

    Job DescriptionJob DescriptionCompany Description: The Murthy Law Firm has grown into a leader in the field of U.S. immigration law over the last quarter of a century. With nearly 100 full-time attorneys, paralegals, and support staff, The Murthy Law Firm consistently provides excellent service to our clients worldwide. With offices in the United States and...


  • Owings Mills, United States Murthy Law Firm Full time

    Job DescriptionJob DescriptionCompany Description: The Murthy Law Firm has grown into a leader in the field of U.S. immigration law over the last quarter of a century. With nearly 100 full-time attorneys, paralegals, and support staff, The Murthy Law Firm consistently provides excellent service to our clients worldwide. With offices in the United States and...

  • Sales Manager

    2 months ago


    Owings Mills, United States Centric Business Systems - powered by UBEO Full time

    Purpose Responsible for managing and leading a direct sells team of 6-10 sales executives across multiple branches. This team sells business technology solutions including copiers, multifunctional printers, print and document management software solutions and Production systems and workflow solutions through their assignments, relationship building,...

  • Sales Manager

    4 weeks ago


    Owings Mills, United States Centric Business Systems - powered by UBEO Full time

    Purpose Responsible for managing and leading a direct sells team of 6-10 sales executives across multiple branches. This team sells business technology solutions including copiers, multifunctional printers, print and document management software solutions and Production systems and workflow solutions through their assignments, relationship building,...

  • Sales Manager

    4 days ago


    Owings Mills, United States Centric Business Systems Full time

    Purpose Responsible for managing and leading a direct sells team of 6-10 sales executives across multiple branches. This team sells business technology solutions including copiers, multifunctional printers, print and document management software solutions and Production systems and workflow solutions through their assignments, relationship building,...