FIELD SERVICE MANAGER

Field Service Manager Ashland, Richmond, VA

Primary Responsibilities

• Provide Field Service support to Service Technicians, Sales Reps and Customers.
• Manage, monitor and meet the service, repair and installation needs of our internal and external customer base.
• Cooperate and communicate with the Raymond product support group and its programs.

Skills and Personal Characteristics

• Possess a sense of urgency, be enthusiastic and energetic
• Be detail-oriented and motivated to follow up on loose ends.
• Have the ability to deal with detail while also being able to consider and understand the larger corporate picture.
• Be a problem solver, requiring good listening skills.
• Possess strong supervisory and leadership skills.
• Be able to train employees and then delegate responsibility to them.
• Have strong communication skills and the ability to interact effectively with all level of employees on the corporate, vendor and customer level.
• Have the ability to access and understand technical information
• Have the necessary knowledge and acumen to work in this highly technical, fast-paced environment.
• Have the ability to interact with fellow employees and managers at all levels of the corporation, while fostering a team environment within the Service Department.

Main Tasks

• Build efficiencies within the assigned territory. Utilizing metrics such as but not limited to SM completion, First call Completion, Work in Process, Van inventory and unproductive labor.
• Technical Support Resource.
• Accompany Service, Sales and/or Parts personnel on customer calls when necessary.
• Incident investigation and reporting.
• Responsible for resolution of customer A/R issues. Works with Accounts Receivable, service associates and customers in the resolution of billing disputes or problems that may occur, in order to prevent negative influence on cash flow and customer satisfaction.
• Field Project management (i.e. customer-specific retrofits, customer equipment transfers, iWarehouse, new customer equipment installation site visits, etc.)
• Raymond National Account Support (i.e. Depot and Distribution Centers, etc.) Perform required safety audits.
• Quality check on SM and repairs
• Evaluate used equipment for trade in and sale, in coordination with Sales Representatives involved.
• Respond to customer needs with empathy, while also maintaining interests of the corporation in the macro and micro sense.
• Actively participate as a contributing member of the Werres' Corporate management team, assuming a leadership role in the Service Department and on the management team.
• Interact with fellow employees and managers at all levels of the corporation, while fostering a team environment within the Service Department.
• Assist Service Operations Manager in personnel management for the department such as participating in the hiring process, assisting in performing evaluations, monitoring the training progress, instituting disciplinary action as needed and proactively following up on any complaints or concerns expressed by employees in a manner consistent with corporate policies and procedures.
• Ensure that the corporate safety policies are followed in accordance with the Werres Corporation Safety Manual.

Working Conditions

• Generally works in Customer locations, to include warehouse/shop environment with exposure to extreme temperatures for short lengths of time.
• May be necessary to work after normal work hours or on weekends based on Customer need.
• Potential exposure to equipment movement hazards and dangerous chemicals/solvents if proper safety procedures are not followed.

Prerequisites

• Thorough knowledge of maintenance administration & technical practices and procedures as would be acquired through two years of mechanical, electrical & hydraulic expense in progressively responsible positions
• Supervisory experience beneficial
• Working knowledge of service operations and procedures, product functions & capabilities

Physical Requirements

• Capable of performing light physical work, exerting up to 20 pounds of force occasionally.
• Good vision or acceptable vision with corrective lenses.
• Must be able to drive long distances within territory.
• Perform such activities as: stooping, kneeling, crouching, reaching, standing, walking, pushing, pulling, lifting and grasping.