Manager Field Service

Job Description

Provides guidance and direction to the Field Service Technician group. Manages team efforts to install, debug and provide technical maintenance for product and component hardware and software, mainly on customer premises. Ensures accurate, timely and consistent provision of scheduled inspection, cleaning and other services including minor product repairs. Inspects and / or manages inspection of products for correct operation and resolves noted issues and / or escalates according to established procedure. Ensures all service and related support activity is performed according to contracted customer agreements and is delivered in a manner that enhances customer satisfaction.

Responsibilities

• Provides clear and concise direction on a regular basis to Field Service supervisors and teams across multiple locations.
• Identifies recurring trends, difficult-to-resolve problems and potential issues concurrent with new system releases or hardware / software upgrades.
• Ensures provision of end-to-end support to address identified and potential issues.
• Resolves key issues raised by supervisors and teams, referring the most significant and complex to technical colleagues or more senior management.
• Together with Remote Monitoring and Customer Services teams, monitors hardware, software and equipment availability to identify gaps, concerns and other issues with potential business impact.
• Manages procurement-related activity to ensure on time delivery and response to customer requirements.
• Acts as liaison between customers, end-users and technical teams.
• Assists supervisors and team members in the determination of appropriate process, policies or procedures.
• Establishes overall work processes and priorities.
• Allocates people, budgets and resources.

Qualifications

• Bachelor's Degree or equivalent work experience required.
• Typically has 6-8 years of experience in Field Service and typically 0-2 years leadership experience.
• Fluent business English skills (Written and spoken).

The annual base salary range for this position is 86,000 to 100,000.

Actual compensation will depend on factors such as qualifications, skills, competencies, geographic location, and relevant experience. Certain roles may include additional components beyond base salary, such as incentive opportunities or other forms of variable compensation. Details of any such components will be discussed during the interview process and will be governed by the applicable plan documents.

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