Manager, Field ServiceProvide a best-in-class experience for our customers by overseeing the day-to-day activities of field service technicians, coordinators, and 3rd party service partners; including, but not limited to, ensuring inquiries are handled in a timely manner, training and developing direct reports and 3rd party service partners, compiling reports, and identifying and implementing continuous improvement activities.
As a Field Service Manager you will: - The Field Service Manager provides leadership and manages the overall direction of the Field Service Technician and 3rd party service partner teams to ensure 100% customer satisfaction.
- Build and scale field service processes, documentation, and best practices as the organization expands.
- Manage 3rd party service network to optimize geographic coverage and service levels.
- Supervise direct reports and 3rd party service and evaluate their performance against their job requirements and performance goals. Identify and participate in any necessary training and on boarding. Develop standardized training plans for employees and 3rd party service.
- Maintain strong support for and interact with outside sales representatives, customers, and end users. Handle escalations, as appropriate.
- Analyze net promoter score (NPS) data collected from field service visits, disseminate to the appropriate parties, and follow-up with customers when required. Create scorecard for 3rd parties to monitor performance.
- Review and approve field service visit records, expense reports, and 3rd party service invoices.
- Identify and communicate potential design, manufacturing, and process improvements to eliminate systemic issues in the support of continuous improvement. Initiate customer improvement initiatives (CII's), as required.
- Work with cross-functional teams at all levels of the G&W organization to resolve complex issues related to the design and application of G&W products.
- Collect VOC (voice of customer) insights and communicate field trends to internal teams for product improvement.
- Lead the weekly field service scheduling/progress meetings and co-lead the daily Aftermarket meetings.
- In conjunction with EHS, ensure all aspects of safety are followed when technicians are in the field. Conduct random site visits to audit the field service technicians to ensure compliance with established procedures and safety protocols.
- Ensures field service safety manual and procedures are up to date and that G&W Electric and 3rd party techs have completed the proper training (OSHA 30, LOTO, First aid, NFPA 70E arc flash).
- Identify tooling and equipment requirements and initiate purchase requisitions to procure.
- In conjunction with the sales team Identify opportunities for maintenance programs and service agreements.
- Responsible for hire/fire decisions; performance appraisals; employee training and development; handles disciplinary problems. This job will be evaluated on these decisions.
We are looking for someone with:- A Bachelor's degree in engineering or other related discipline.
- Five years of experience managing direct reports and leading field service teams or equivalent.
- 5 to 10 years of experience in the power equipment industry, ideal.
- Knowledge of Microsoft Office.
- Ability to teach others and communicate effectively with all levels of the organization.
- Superior coaching and communication skills
- Domestic and international product support experience required.
- Ability to establish and maintain effective working relationships within and across departments and the company to support organization strategies.
- Ability to maintain professional competence, knowledge, and skill necessary for the performance of all assigned responsibilities.
- Strong problem-solving skills.
- Ability to travel as needed.
- Valid driver's license and passport.
Ideally you will have:- Familiarity with SalesForce and JDE.
- Experience working with customized engineered products
The Physical Demands / Working Conditions of the role are:- General office environment; PC use, routine desk work, keyboard/mouse, phone, video calls.
- Light lifting (occasional up to 25 lbs.).
- Heavy lifting (occasional 25 lbs. or more).
- Stooping / bending
- Travel to customer sites when required.
What we offer you:Typical pay is $98,872 - 128,577 annually.
Please note the pay information shown above is a general guideline. Pay is based upon candidate skills, experience, and qualifications.
This position is eligible for participation in our Quarterly Incentive Pay Program
G&W Electric offers a comprehensive benefits package that includes:
- Medical, Dental and Vision Insurance
- Short and Long-Term Disability
- Life Insurance
- Health club membership program and reimbursement
- Employee Assistance Program
- Tuition Reimbursement
- 401 (k)
- Annual Profit Sharing
- Vacation
- Air-conditioned/heated state-of-the-art manufacturing facility
