POSITION TITLE: Field Operations Manager REPORTS TO: Territory Operations Manager PRINCIPAL RESPONSIBILITIES: Accountable for Industrial Crane Service profitability, field operations personnel, customer satisfaction and operational excellence in the assigned Territory/Branch. Through demonstrable and systematic KPI management, role will assure continuous improvement to customer retention & satisfaction, order execution and the profitability of each Konecranes location. Role will also cooperate with other Regional functions to improve Konecranes brand equity, ensure consistent and profitable growth, improve process efficiency, maintain established reporting requirements and secure the safety and welfare of Konecranes.
Detailed duties
- Responsible for all matters related to Safety. Ensure monthly safety meetings, tool-box talks, vehicle/equipment inspections and field audits are conducted in accordance with established guidelines. Ensure all Field Operatives meet the target for 100% POWRA completion.
- Directly manage Field Supervisors, Inspectors, Technicians, Site Managers, Site Supervisors.
- Responsible for ensuring customer satisfaction for all work. Resolve customer concerns/complaints to the satisfaction of the customer and in the best interest of Konecranes according to the Voice of Customer (VoC) process.
- Coordinate with the Planning and or the Project Management organizations for all sold service work as needed. Ensure all WIP is scheduled or tentatively scheduled on the Planning board.
- Responsible for Productivity in accordance with targeted metrics.
- Responsible for the Gross Margin and Profitability of the branch operation
- Monitor and maintain the company equipment and assets in proper conditions, good working order and in compliance with all applicable safety standards.
QualificationsEXPERIENCE: Minimum of five (5) years experience as a manager in customer service operations role; equivalent experience, education, and training will be considered. Previous experience managing a customer facing, field service business preferred. Demonstrated leadership experience, well-developed "people" skills, a strong understanding of mechanical and electrical principles, good written and verbal communication skills and good PC skills.
OTHER REQUIREMENTS: Must have and maintain a good driving record. Must be willing to travel as required including overnight trips. Travel estimated at 10%-20%.
*This is a safety sensitive position
Additional InformationWhat we offer:Benefits: Medical Plan, Dental, Vision, 401k plan with a match from day one, profit sharing, identity theft protection, accident insurance, travel insurance and so much more!
Vacation: 2 weeks of vacation per year (pro-rated for the first year depending on start date). 5-12 years of service, 3 weeks. 13+ years of service, 4 weeks.
Sick Leave: 5 days of Sick Leave per year. Pro-rated the first year after 90 days of service
Holidays: 10 paid holidays per year
