Your RoleTechnogym is looking for an experienced technician and people leader to oversee our East Coast based field service engineers. This role will play a critical role in driving the success of our field service operations, while fostering a positive work environment for our team. In this role your primary focus will be to provide direction to the field service team to ensure that performance standards are met, regularly assessing team performance, and identifying areas for improvement. This role requires regular travel (50%) of the time, when not working out of our Jersey City headquarters.
Your Impact- Collaborate in managing performance and costs of the Field Service organization, in line with assigned targets
- Manage field technical resources, specifically ensure process adherence of repair protocols executed in the field
- Coordinate the second level technical support team to improve efficiency and compliance
- Support the effective planning and scheduling of field technician visits, ensuring the expected service level to customers
- Identify key product issues that impact customer satisfaction and escalate them to International Technical Support at HQ
- Provide technical training to technicians and ensure their certification and correct protocol execution through on-field audits
- Manage safety issues in person or address them to the right people
- Understand customer complaints/issues and lead their resolution, involving all the necessary company departments
- Improve customer satisfaction and manage dissatisfied customers in person
- Enter and manage support requests in the information system (BAAN/CRM - SFDC)
- Drive the quality of service with expertise & technical standard KPIs such as FTFR (First Time Fix Rate) , TTS (Time To Service) and JMR3 ( Job Management Record for 3 Month timeframe), company policies and technician performance measurements
- Lead organizational effectiveness by maximizing performance and people development and engagement
- Cooperate with the Spare Parts team to ensure governance of local warehouses, making sure that Field Engineers are managing consumption of parts in the proper way, and oversee the annual stock counts
About You- Minimum 3+ years experience managing teams of 10+ people
- Minimum 3+ years of experience in the field as a technician, or in a highly relevant customer-service and supervisory role
- Familiarity with CRM systems, and dispatch/scheduling tools.
- Ability to guide technicians through complex repairs or assist with remote troubleshooting when needed
- Product technical knowledge of both HW and SW
- Problem solving and organizational skills
- Expertise in root cause analysis/troubleshooting
- Electronic/Mechanical engineering expertise Knowledge of ERP systems and databases
- Knowledge of ICT and office automation tools
What We Offer:
- Salary range of $105,000 - $120,000 commensurate with experience
- Comprehensive medical, dental, and vision insurance - effective first day of employment
- 401k with company match
- PTO - vacation, sick, and holidays
- On-site gym
