Field Service Manager

Description

• Utilizing the results of the analysis and reporting, use data-driven insights to make informed decisions and drive continuous improvement initiatives
• Provide training and support to field technicians to ensure technical competency, customer service excellence, and ensure compliance with safety standards and regulations
• Field Operations Team Management: Lead and oversee field operation teams to ensure timely and efficient product pre-installation testing, installations, repairs, and maintenance
• Maintain and manage a field issue database to identify and highlight endemic issues
• Drive and monitor customer issues, feedback and satisfaction levels taking proactive measures to address any issues or concerns in a timely manor
• Improve, develop, and implement policies, procedures, and standards
• Build and maintain strong relationships with customers, ensuring their needs are met and exceeded
• Prepare reports for upper management review
• Coordinate with field technicians and internal/external obligations to schedule and prioritize tasks and assign/schedule field technicians to optimize service coverage and response times
• Customer Service Team Management: Lead and oversee customer service representatives and operations to ensure timely and efficient resolution of customer issues and complaints to ensure a high level of customer satisfaction.
• Recruit, train, and develop customer service and field operations teams
• Set clear objectives and performance targets and monitor team performance and productivity, ensuring adherence to quality standards and service level agreements
• Collaborate with sales, marketing, customer project manager, product development and engineering teams to develop and implement operational strategies aimed at improving service efficiency and effectiveness
• Serve as a point of escalation for complex customer inquiries or complaints, resolving issues in a timely and satisfactory manner

Requirements

• 10+ years’ experience in managing customer service and field operations teams in a technical industry
• Ability to work effectively in a fast-paced, dynamic environment and manage multiple priorities simultaneously while maintaining a high attention to detail
• Excellent communication and interpersonal skills (verbal and written), with the ability to effectively interact with customers, team members, and stakeholders
• CRM/ERP/Ticketing System Experience (M2M/Heat/NetSuite)
• Knowledge of industry trends, best practices, and regulatory requirements related to client services and customer experience
• Strong leadership skills with the ability to motivate and inspire teams to achieve goals
• Bachelor's degree in Business Administration, Operations Management, or related field. MBA or equivalent experience is a plus
• Technical/Manufacturing experience highly recommended
• A well-rounded individual that is a self-starter and has good self-management/organization skills a must
• Analytical mindset with the ability to interpret data, problem-solve with a focus on delivering exceptional service and resolving issues promptly with a willingness to get hands on
• Proficiency with Microsoft Office Suite (Word, Excel, Outlook, Publisher)

Benefits

• 401k with company match
• Training and Development
• Paid Time Off
• Short Term and Long Term Disability
• Health Care Plan (Medical, Dental and Vision)
• Travel 50% - 75%
• Life Insurance (Basic, Voluntary and AD&D)

Training + Development

Interview process

Visa Sponsorship

Security clearance