Confidential - Field Service Manager

Job Description

Job Description

Field Service and Support Engineer Manager

The Field Service and Support Engineer Manager is a customer facing role responsible for supporting product lines for our client's clean energy solutions. Responsible for providing superior customer service, fast response times and effective solutions to product issues while managing a team of field service technicians. The Field Service and Support Engineer Manager will work closely with Engineering, Quality, Sales, and Production to resolve product issues and satisfy customer expectations and requirements promptly and efficiently.

G row with us :

• Location: San Diego, CA
• Salary Range: $95,000 - $110,000 (offer, depending on experience & skill set)
• Our client offers a robust benefits package, PTO and 401k plan with a company match

Essential Functions and Duties

• Provide exceptional technical service and support to internal and external customers to ensure the highest level of customer satisfaction.
• Deep knowledge of electrical/electronic schematics and understanding of mechanical designs.
• Troubleshoot and failure analyze product issues via email, phone, or traveling to customer sites.
• Communicates with customers, creates quotes for work not under warranty, and schedules service work to be done in the field.
• Generate, track, and report Key Performance Indicators (KPIs) for the department.
• Understanding of all product documentation required to repair the product to specification.
• Technical documentation of processes and procedures.
• Excellent project management skills with the ability to prioritize work.
• Identifies areas for improvement, translates these into requirements and drives to implementation.
• Drive service capacity growth on the territory through improving technician recruitment, retention, and efficiency.
• Creates new or modifies existing processes accordingly and trains teams, embeds in onboarding training-program.
• Develop programs to improve technical and customer service skills of service staff.
• Ability and experience providing customer facing support while remaining professional and calm in high stress situations.
• Demonstrate teamwork, dependability, high integrity, and a solid work ethic.
• Ability to learn and adapt quickly.
• Excellent computer skills including MS Office Suite.

Required Skills and Qualifications

• Minimum 3 years of experience in Supervision and Customer Service to include strong leadership, negotiation, problem solving, and planning.
• Experience training technicians, external customers, and 3rd party service providers.
• Excellent communication, leadership, problem solving and analytical skills.
• Bilingual Spanish / English verbal and written.

The company is an equal opportunity employer and will consider all applications without regards to race, sex, age, color, religion, national origin, veteran status, disability, sexual orientation, gender identity, genetic information or any characteristic protected by law.