Field Service Manager I

PRIMARY FUNCTION:

This position provides major support for the service department through promoting customer satisfaction, direct customer contact responsibilities, quoting of major jobs, directly supervising field service technicians, and performing some administrative operational responsibilities.

Bilingual skills preferred (English/Spanish)

ESSENTIAL DUTIES:

Customer Service - Percent of Time Spent = 50%


Accepts and coordinates customer inquiries and requests (phone, walk-in or mail) for machine repair/service.
Establishes job priorities and schedules daily job assignments for each Field Technician.
Manages or resolves customer’s machine service complaints and problems to the best customer satisfaction level possible.
Provides customer service, pricing quotes and machine service completion and delivery schedule information.
Daily monitors machine repair schedule and immediately contacts customer with any schedule updates, modifications or whenever any additional repair is needed. (Work in process).
Coordinates job repair priorities and assigns daily job assignments.
Serves as a liaison between Service Manager, other departments and branches such as shop, parts department, machine transportation, and Specialization shop.


Administrative - Percent of Time Spent = 20%


Opens, maintains and closes work orders (i.e. look up customer account job and component codes, warranty status, enter into mainframe). Administer credit and COD collection per Company Policy.
Issues, extends and enters purchase orders.
Prepares correspondence, quotes, records, reports, etc.
Periodically prepares reports and memos

Supervision – Percent of Time Spent = 30%


Supervises and dispatches Field Service personnel to ensure accuracy, quality and profitability.
Prepares and conducts associate performance reviews for direct reports.
Ensures all Safety guidelines and policies are adhered to.


MINIMUM REQUIREMENTS:

Education:

An associate’s degree with five years of service industry experience with three years of supervisory or lead experience. Or an equivalent combination of education and experience may be considered.

Work Experience:

Basic mechanical and product knowledge is desirable.

Physical:

Must be able to work for long periods while seated. Must have ability to clearly communicate with customers on the phone or in person.

Good customer relations skills are required. Must have basic PC experience with keyboarding and word processing software (preferably Microsoft).