ABOUT THE JOB:The Field Service Manager (FSM) manages all delivery, field repair and service, installations and returns for all locations within a Market or Markets. The Field Service Manager is responsible for driving Market delivery and installation margins by maximizing internal resources, identifying any constraints, and achieving key performance metrics such as customer satisfaction, on-time delivery, service, fleet readiness and returns. Success will be accomplished through value driven execution that fully complies with WillScot (WS) policies and all relevant laws and regulations. The Field Service Manager will maintain excellent service standards, respond efficiently to customer inquiries, and strive for high customer satisfaction.
WHAT YOU'LL BE DOING:Environment, Health & Safety- Conducts business in compliance with all Environmental Health & Safety Policies.
- Conducts periodic safety meetings and maintains safety documents and logs.
- Manage employee health and safety through Safety Save, training, observations, and regularly scheduled assessments.
- Ensures operating standards are trained, communicated, and maintained.
Operations- Provides direct and indirect managerial oversight to branch operational employees to include, as applicable: Dispatchers / Transportation Coordinators, Productions Supervisors, Drivers, Field Service Techs, Set Up Crews, Branch Coordinator
- This role will manage tasks, daily assignments and other daily duties for temporary workers and contractors as appropriate.
- Manages delivery & installation profit margin
- Responsible for reporting and documentation related to Market delivery and installation
- This position may require field visits, ride-alongs and customer inspections
- Works to schedule deliveries/pick-ups outside of current dispatch schedule as appropriate.
- Manages, schedules and assigns in-house or vendor drivers in direct support of 100% on-time pick-up and delivery targets
- Reviews next day/week/month deliveries and pick-ups and develops a dispatch plan
- Coordinates fleet readiness with branch partners to meet customer demand within assigned Market(s).
- Reviews and receives purchase orders for all transport vendors; arrange for permits, and set up pilot cars and escorts where required for delivery, return, and relocation of unit
- Coordinate employees, or vendors and contractors for timely completion of complex installation and removal
- Ensure drivers document damages at retrieval and return
- Monitors and documents DVIR and preventative maintenance files
- Monitors and documents DVIR and preventative maintenance files
- Assists Drivers in change of schedule or route issues, when necessary
- Define and maintain office/administrative procedures. Act as local coordinator and/or point of contact for branch activities such as time keeping/payroll, accounts payable/receivable, purchase orders, filing, and reception duties
- May manage one or more Branch Administrative employees
- Utilize the Net Promoter Score (NPS) feedback to communicate timely and identify process improvement opportunities.
- Review Drivecam coaching opportunities and take action as necessary
- Conducts performance discussions and training
- This role owns all DOT compliance within its assigned territory whether directly or through one or more dispatchers
- Other duties as assigned
EDUCATION AND QUALIFICATIONS:Requirements- High School Diploma, GED, or 3 years of applicable experience
- 7 years work experience OR 2 years of experience with WillScot
- 3 years experience managing 10 or more employees across more than one location OR 2 years of experience with WillScot
- Experience managing a unit or departmental P+L OR 2 years of experience with WillScot
- MS Office/Excel/Word/Outlook experience
- Experience working directly with customers by phone and email
- Strong customer service orientation, active listening, excellent oral/written communication
- Ability follow direction and meet deadlines in a fast-paced environment
- Experience applying creativity to problem-solving
- Build sustainable relationships and trust with vendors through open, proactive communication
- Ability to effectively manage multiple, changing priorities in a fast-paced environment
- This role requires occasional driving to/from work sites or WillScot locations. A current valid driver's license and a clean driving record are required.
Preferred Requirements- Bachelor's Degree preferred
- 3 years logistics experience
- Scheduling, route planning and optimization
- Familiarity with CRM system or other contact management platform
- Salesforce experience
- Familiarity with DOT compliance and vehicle telematics
- Hours of Service regulations, Electronic Logging Devices, permitting, etc.
- Experience working with outside vendors, including pricing and schedule negotiations
Personal Characteristics- Lead by example through living our values:
- Dedicated to Health & Safety
- Committed to Inclusion & Diversity
- Driven to Excellence
- Trustworthy & Reliable
- Devoted to Our Customers
- Community Focused
#LI-MT1This posting is for a(n) New Position.
Disclaimer: This posting describes the general nature and level of work performed and does not represent an exhaustive list of responsibilities, duties, skills, or physical abilities required. Team members may be required to perform duties outside normal responsibilities from time to time as needed.
Base Wage Range: $110,600.00 - $154,800.00
Individual rates are based on a variety of factors such as degrees or certifications, skill-level and years of experience, and include considerations such as expected overtime and variable compensation pay such as bonus or commission.
All regular WillScot positions offer a generous benefits package to help our employees and their families Be Well. This includes medical, dental, vision, disability, life insurance, paid time off (including Company holidays), tuition reimbursement, a retirement savings plan with company match, and more! More information about benefits may be found here. Many positions also have variable pay opportunities including commission, bonus, performance rewards, or other incentive programs.
