B&W is currently looking for a District Service Manager. This position will provide quality service to all customers within the district in a timely manner. Is responsible for meeting the district's financial and absorption targets or goals. Position serves as primary customer contact for Field Service activities and technical support within his designated district. Serving both internal and external Customers.
- Primary customer contact for Field Service activities and technical support within his designated district. Customers are both external and internal.
- Responsible for oversight of commissioning and servicing equipment from all B&W product lines.
- Supervises the placing of equipment into operation. Sees that performance guarantees, warranties, and contractual obligations are met.
- Coordinates activities with Sales, Engineering, Project Management and Construction to ensure contract schedules are met.
- Handles technical problems and facilitates design modifications and/or upgrades which will benefit customers' operations.
- Has district management responsibility for manpower utilization, expense control, contract cost, revenue and profit generation and business development.
- Assigns and directs activities of field engineers within District, obtaining good utilization of personnel.
- Responsible for managing all FMC and Service contract costs to the best of their ability.
- Efficiently handles administrative tasks such as customer billing, account receivable collection, SE time sheet approval, expense report approval, file upkeep, contract documentation, etc.
- Has contract management oversight responsibility for all field service proposals and contracts within his District including proposal development, pricing, performance, profitability, cost collection, etc.
- Submits monthly reports and other reports as required by management.
- Has supervisory responsibilities for service engineers and support staff which includes training, career development, quality assurance for work performed and performance appraisals.
- Reviews service engineer's reports to assure technical correctness and to determine whether additional work or modifications may be required or recommended.
- Continuously coaches service engineers on improving job performance and preparing them for career advancement. Assist in recruiting and hiring new engineers and office personnel.
- Develops and maintains a dedicated and motivated workforce by means consistent with Company policy and within the salary budget guidelines.
- Fosters the attitude that our primary business is Customer Satisfaction through timely service. Assure the mission statement and underlying objectives are understood and a reality.
- Assists Sales in marketing and calling on customers and helping them to decide requirements for replacement components, new equipment, modifications, and in selecting B&W products and services to improve their operation.
- Responsible for developing new service programs and selling services, projects, and replacement parts.
- Develops personal contact with plant and mill managers and engineering personnel.
- Provides constructive feedback on technical, commercial and management issues that impact the quality of our products and services or our ability to sell same.
- Handles Customer relations including complaints
- Primary customer contact for Field Service activities and technical support within his designated district. Customers are both external and internal.
Experience: Minimum 10 years' experience, with at least 5 years' Field Service, proven ability to perform mechanical/electrical engineering activities, experience managing field and or engineering employees.
Competencies:
- Demonstrated problem-solving skills
- Good management and communication skills
- Ability and desire to travel
Working Conditions:
- Domestic travel required 70% of time
- Typical office setting and Manufacturing/Operations Centers
