Job Information:

The Service Manager directs field service personnel, both direct and third-party, who perform on-site services including start-up, preventive maintenance, warranty and out-of warranty repair, and maintenance contracts. The Service Manager oversees the scheduling of field service personnel and manages the field service organization to optimize customer satisfaction and business unit profits. This position promotes development of strong cooperative relationships with Regional Sales Managers, Project Engineers, and sales channel partners.

Key Responsibilities:

• Manage and develop a service Operations organization which consists of a pool of field service technicians and service centers, supporting customer sites across North America.
• Responsible for implementing standard processes, procedures and systems, to ensure the service activities are performed flawlessly.
• Support Field Sales in the development of service quotes (including outside repair/machine shops to quote 3rd party work), and scheduling services at customer locations e.g. TAR.
• Manage and develop personnel through regular performance reviews.
• Manage Day-to-day field and shop operations which includes TAR operations, Field, shop, outside shops.
• Ensure the right personnel with the right competencies are deployed to the job site to perform field activities.
• Prepare, communicate and enforce all service, warranty, and return material policies and procedures.
• Schedules techs and plans field activities, create daily and weekly schedules for all techs.
• Perform Pre-Job Brief, communicating with each tech pertinent information require to complete the field activities, site contacts, job details, PO, scope of work, material location etc.
• Support field service technicians' w/ problem solving / troubleshooting at customer site. Act as first point of contact for technical assistance and distribute calls when appropriate.
• Ensure resources are available for prior to deploying personnel to job site (tools, parts, trucks, material, paperwork for material etc.)
• Ensure that field personnel complete & submit the necessary service documentation and ensure time and material is invoiced in a timely manner and approve all third-party service invoices.
• Manage service centers which perform daily valve, actuator, gear repairs - provide customer "as found" reports, repair reports with detail of process related failures, electrical related failures, mechanical related failures.
• Communicates issues to engineering that may require engineering actions. .
• Manage inspection area to ensure that products leaving the plant meet quality standards.
• Establish and manages training programs of field service personnel. Training & Competency. Create training modules, documents, PowerPoint training for operations, engineers, and maintenance.
• Perform Root cause and produce FMEA reports.
• Design department specific documents, spreadsheets, repair procedures.
• Continually improve processes, procedures across field repair and field services operations.

Qualifications:

• Associate degree in electrical engineering or business administration - bachelor's degree preferred or Proven experience in field service management, preferably in a regional or multi-location setting.
• Strong leadership and team management skills.
• Excellent communication and interpersonal abilities.
• Technical ability in relevant industry technologies.
• Problem-solving and decision-making skills.
• Knowledge of safety regulations and compliance standards.
• Ability to travel within the designated region as needed.
• Outstanding organizational and training skills.
• Experienced in a leading a team of Field Service Technicians.
• Excellent problem-Solving skills.
• At least 10 years of experience serving in the role of Field Technician
• Be able to work on equipment when needed in the shop or field.
• Must be a team player with all Technicians and Management.
• Experience with computer applications (ERP systems, MS PowerPoint, MS Excel, MS Word, and applicable sales software.
• Excellent customer interface skills, communication skills, both verbal and written
• 5 years' experience in electrical/electronic industry.
• Meticulous and thorough in dealing with details.
• Creative in problem solving.

Physical Demands

• Frequently required to stand
• Frequently required to walk
• Continually required to sit
• Continually required to utilize hand and finger dexterity
• Occasionally balance, bend, stoop, kneel or crawl
• Continually required to talk or hear
• Continually utilize visual acuity to read technical information and/or use a keyboard
• Occasionally required to lift/push/carry items up to 25 pounds
• Occasionally work near moving mechanical parts
• Occasionally exposure to outside weather conditions
• Occasionally loud noise (examples: shop tool noises, electric motors, moving mechanical equipment)

Work Environment

This role operates in a professional office and warehouse environment. Standard office equipment such as computers, phones, and printers are used. Occasional visits to warehouses or operational sites may be required. Typically requires overnight travel more than 50% of the time.

The Perks of Working Here

FloWorks offers a competitive benefits package designed to support your health, financial well-being, and work-life balance. Highlights include:

• Medical, Dental & Vision Insurance with multiple plan options
• Company-paid Life and Disability Insurance
• 401(k) with company match
• Health Savings & Flexible Spending Accounts
• Supplemental coverage (Accident, Critical Illness, Hospital Indemnity)
• Employee Assistance Program (includes 3 free counseling sessions)
• Identity Theft Protection at discounted rates

This information indicates the general nature and level of work performed by associates in this role. It is not designed to contain a comprehensive inventory of all duties, responsibilities, and qualifications required of associates assigned to this role. This description supersedes any previous or undated descriptions for this role. Management retains the right to add or change the duties of the position at any time. Questions about the duties and responsibilities of this position should be directed to the reporting Manager or Human Resources.