Field Service Manager

March 21, 2017

Location: Southeastern Massachusetts

Salary:  Competitive salary and excellent benefits package

Job Description:

For over 50 years, our client has provided measurement systems and control technologies to serve the largest manufacturing companies in the snack food, steel, cereal, forest products, bioenergy, chemical, and plastics manufacturing in the USA and across the world.

Field Service Manager will ensure customer satisfaction with the performance, operation and maintenance of all products manufactured by the company by providing prompt, courteous and thorough service assistance.  He/she will plan, direct, manage and oversee a wide variety of service related activities and operations, and coordinate assigned activities with Service Technicians and Customers, and will report regularly key service-related metrics to the Vice President of Sales & Marketing.

Responsibilities:

  • Assume responsibility for the achievement of all key service department business goals including Customer Satisfaction, Revenue, Gross Margin and Profit rate.

  • Develop appropriate new service offerings in the areas of training, consulting services, maintenance agreements and others as necessary to achieve the growth objectives of the group.

  • Manage all services and activities of the Field Service Department.

  • Promote use of continuous improvement tools in all areas of daily activity.

  • Coordinate the development and implementation of the Field Services Department goals, objectives, policies and priorities for each assigned service area.

  • Select, train, motivate and evaluate staff; provide or coordinate staff training including safety training programs; work with employees to correct deficiencies; implement discipline and termination procedures and appeals. Provide timely, accurate and thorough Performance Reviews for supervised employees.

  • Coordinate service activities with external agencies including customers, contractors, and municipalities for all service related projects; verify installation compliance with equipment product specifications; provide staff assistance to company departments as required.

  • Respond to and resolve difficult and sensitive customer inquiries and complaints.

  • Attend and participate in professional group meetings; stay abreast of new trends and innovations in the field of service.

  • Assist in the preparation and review of department budgets; monitor and control expenditures; authorize purchases as requested.

  • Minimal travel.

Qualifications:

  • Bachelor’s Degree in Engineering (electrical preferred) with three years of field related service management experience, or

  • Associates Degree in a technical Discipline combined with a minimum of seven years of related experience in industrial controls, maintenance and repair or equivalent.

  • Bilingual English/Spanish a plus.

  • Organizational and management practices as applied to the analysis and evaluation of programs, policies and operational needs.

  • Principles and practices of field service program administration and personnel management.

  • Principles and techniques of training and performance evaluation.

  • Continuous Improvement tools such as Lean, Six Sigma, or TQM.

  • Current social, supporting and economic trends and operating problems regarding field service.

  • Responsibilities in satisfying and remedying customer needs, desires and problem areas.

  • Analyze problems preferably using structured problem solving techniques like 6-Sigma or Lean.

  • Identify alternative solutions.

  • Project consequences of proposed actions.

  • Implement recommendations in support of department goals.

  • Communicate clearly and concisely, both orally and in writing.

 

Contact Information:

Associate:  Jean M. Nolan

Phone:  508-647-0434

Email:  jnolan@mdparkin.com