Objective:
The Manager of Field Service will lead the establishment and strategic development of Alpitronic's after-sales service operations across the United States. Establishing a strong field service organization to be able to fully comply with SLA commitments and fulfill customer expectations.
Responsibilities:
• Planning and Coordination: Coordination of the tickets / cases and planning of field service resources (including external service providers). This would include the coordination with Remote Service team and the effective execution of instructions from remote team.
• Customer Support: Handling of customer inquiries and complaints. Building and maintaining customer relationships with regular coordination meetings.
• Team Leadership and Development: Leading and developing the field service team. Setting and documenting processes and ensuring process adherence. This included mapping and transition of ERP processes (eg AP+, SalesForce / ServiceMax etc.). Performing regular performance evaluations and feedback sessions.
• Cost Management: Monitoring and optimizing cost and productivity of the field service operations by considering optimal capacity deployment, capability and utilization. This would include the management of the company fleet of service vans.
• Safety and Compliance Management: Ensuring adherence to all relevant safety regulations and compliance with legal, regulatory and company policies.
Other duties as assigned.
Qualifications:
• Bachelor's degree in Electrical Engineering or a related technical field; additional training in Business Administration is a plus.
• Proven experience working with international customers and managing cross-border service operations.
• Strong background in project and process management, with a focus on KPI tracking and performance optimization.
• Proficient in Microsoft Office Suite and comfortable with ERP and service management systems.
• Technically adept with both software systems and outdoor electrical equipment.
• Strong leadership, communication, and organizational skills.
• Highly process-oriented with a proactive, action-driven mindset.
Compensation for this role will be based on experience, location, and market conditions. A salary range will be provided where required by law.
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