PURPOSEDirects and manages all aspects of field service activities and department staff; including addressing product issues at the customer's site in order to ensure that customer complaints regarding the quality and reliability of company products are resolved in the most efficient and cost-effective manner.
ESSENTIAL DUTIES AND RESPONSIBILITIES- Manages the schedule for replacement and repair activities, ensuring timely replacement and repair of company products at the customer's site.
- Ensures a strong relationship is developed between the customers and the field repair staff.
- Assists field services personnel with resolving complex issues.
- Develops monthly productivity and costing reports for management.
- Performs quality control process checks and survey customers to ensure high standards and quality of service provided.
- Negotiates contracts with third party repair/adjustment services; monitors quality of work.
- Implements and ensures all policies, and procedures are adhered to.
- Manages department to ensure achievement of functional and budget/financial goals.
- Manages assigned employees including staff selection and training; planning, assigning and directing work; conducting performance reviews; rewarding and disciplining employees; addressing complaints and resolving problems.
- Other duties may be assigned.
SUPERVISORY RESPONSIBILITIESThis job has no supervisory responsibilities.
MINIMUM REQUIREMENTSTo perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required.
- Bachelor's degree
- Six (6) years installation or related experience,
- Or equivalent combination of education and experience.
- Minimum of one (1) year of lead or supervisory experience required.
- Requires knowledge gained through completion of Truss Technician Training Levels I and 2 certifications.
COMPETENCIES- Strong leadership skills
- Strong negotiation skills
- Valid driver's license
- Knowledge of company products, production processes and quality standards
- Knowledge of company product pricing, discount and estimating formulas and guidelines
- Strong attention to detail
- Ability to supervise and achieve work productivity through others
- Strong communications and interpersonal skills
- Knowledge of business mathematics
WORK ENVIRONMENT / PHYSICAL ACTIVITYThe physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.- Subject to both typical office environment and outside locations with temperature and weather variations.
- Must be able to lift and carry up to 25 pounds frequently and on occasion up to 80 pounds.
- Frequent travel to customer sites.
