DescriptionThe
VP of North America Field Service is responsible for overseeing and managing the field service operations of the North American organization (United States, Canada, and Mexico). This position will lead the team of technicians, engineers, and managers as well as collaborate with other departments, including sales and operations.
Primary Responsibilities:- Safety: Adhere to all safety, health and environmental procedures, policies, and practices; and ensure that all equipment is in safe operating condition and meets or exceeds OSHA Standards.
- Strategy and Planning: Develop and implement a strategic vision for the field service department aligned with the overall business objectives to considerably grow this function of the business. This includes setting goals, defining service level agreements (SLAs), and establishing performance metrics.
- Resource Management: Manage and optimize the field service workforce, including hiring, training, and performance evaluation. Ensure adequate staffing levels and appropriate skill sets to meet customer demands.
- Operational Efficiency: Implement processes and tools to improve the efficiency and productivity of field service operations.
- Customer Satisfaction: Ensure high levels of customer satisfaction by delivering prompt and effective field service solutions. Monitor customer feedback, implement improvement initiatives, and address service-related issues.
- Collaboration and Coordination: Work closely with the service team leaders and employees as well as other departments to align service delivery with customer expectations and business goals. Collaborate with engineering teams to provide feedback for product enhancements or service improvements.
- Performance Analysis and Reporting: Monitor and analyze key performance indicators (KPIs) to assess the effectiveness of field service operations. Generate regular reports on performance, identify trends, and recommend areas for improvement.
- Performance Management: Responsible for the performance management of all direct reports and ensuring the performance management and development of all North American staff - including setting performance targets, providing feedback, coaching, and training, and correcting performance issues as necessary.
- Team Culture: Provide leadership promoting a team culture supporting the strategic direction of the company
- Continuous Improvement: Promote a culture of continuous improvement within the field service department. Encourage innovation, identify best practices; and implement process enhancements to drive operational excellence.
- Tools and Equipment: Ensure availability and good working condition to work efficiently and effectively.
- Purchase tools, materials, and equipment to ensure an efficient and effective department.
- Ensure that all completed work meets FLANDERS' Standards and complies with FLANDERS' ISO Quality System.
- Identify and assist with training needs.
- Direct or provide on-the-job training and mentoring as needed.
- Actively participate in the recruitment and hiring of employees.
- Maintain current knowledge on materials, technology, and processes.
- Communicate clearly, concisely, and with accuracy to employees, customers, and vendors.
- Observe all safety procedures and use proper safety equipment as needed.
- Perform work according to established company policies and procedures.
- Perform all other functions as required; including any work assignments relating to the efficient flow of work.
Requirements- Education & Experience:
- Bachelor's degree and/or trade school degree in electrical or mechanical studies required. Strong electrical engineering background needed
- 15 years (or more) of field service experience with a strong background with mechanical or electrical equipment including leading field service teams
- 5 years (or more) experience working in and managing a large field service team with Profit/Loss accountability as well as demonstrated success exhibiting year-over-year revenue growth
- Experience and knowledge including working with small or large (horsepower) electric motors and equipment (preferred)
- Other:
- Advanced financial understanding and the economic impacts of operational business decisions
- Advanced interpersonal communication and relationship skills
- Competent people leader who manages, mentors, and develops direct reports while earning their respect
- Ability to manage multiple tasks, projects, and programs simultaneously and efficiently in a fast-paced manufacturing environment
- Detail oriented and highly organized
- Problem Solving Capabilities - with ability to utilize problem solving tools
- Strong formal written and verbal communication skills necessary
- Demonstrated ability in developing and executing strategic action plans
- Ability to travel (air and ground). Frequent business travel is required to other company sites, customer locations, etc.
- Strong experience with Microsoft Office
