Field Service Manager

Want a rewarding job that offers the pay and benefits you deserve? Join us at Easy Ice! We're a growing company that provides an all-inclusive commercial ice machine subscription to business owners nationwide and we are looking for a Field Service Manager to help service our existing customers in the Paramount and San Diego market.


We've been changing our industry for the better since we started in 2009, and we're not slowing down anytime soon. As a member of our team, you'll be helping restaurants, bars, hospitals, hotels, and other businesses get the ice they need without spending a fortune or stressing out. We'll invest in your professional development and overall quality of life because we know employee satisfaction is key to our success. Easy Ice doesn't just want to be the #1 commercial ice machine solution in America-we also want to be one of the best places to work. Enjoy great pay in a fun atmosphere. If you are mechanically skilled, enthusiastic and able to forge lasting relationships among internal and external customers, we want to hear from you.

POSITION SUMMARY:

As a Field Service Manager you will play a pivotal role in ensuring the seamless operation and maintenance of our products. You will oversee a team of skilled technicians, providing leadership, guidance, and support to enhance service delivery and customer satisfaction. Your responsibilities will include managing schedules optimizing resource allocation, and ensuring that all field operations align with company standards and best practices.


ESSENTIAL DUTIES AND RESPONSIBILITIES:
• Lead, Manage, Coach and Mentor the department.
• Build a scalable department by implementing processes and procedures in adherence to the Easy Ice operating system.
• Create and maintain preventative maintenance schedule
• Displays extensive working knowledge of industry standards and practices, including product details and company services offered
• Coordinate work order schedule with Technicians and customers
• Responsible for ensuring technicians are following SOP
• Responsible for technician's yearly performance reviews
• Monitors department issues and client complaints to define patterns and work to lessen those recurring issues
• Maintain inventory and parts that the Field Technicians use
• Manage equipment refurbishment ensuring work is completed to standard
• Follow up with customers regarding maintenance satisfaction as well as auditing work being done to ensure all standards are being met and maintenance work is carried out effectively, correctly, and thoroughly
• Responsible for ensuring all parts are returned and submitted for warranty on schedule
• Offers exemplary customer service, including maintaining customer relationships and ensuring repeat customers by upselling products and services and taking care of any customer concerns or complaints quickly and professionally
• Maintain and monitor metrics for Service, PM, and Refurbishment processes
• Assists with or performs administrative tasks
• Other duties as assigned

POSITION QUALIFICATIONS:

Education: High School Diploma or equivalent

EPA Certification: Universal

Experience: Customer Service experience is required, previous service experience preferred

OTHER DESIRED SKILLS:
• Strong customer-facing skills as well as strong phone skills and the ability to project a pleasant tone
• Team oriented
• Self-starter
• Troubleshooting
• Detailed oriented and high level of accuracy delivered
• Proficient in Microsoft applications
• Ability to perform effectively in a fast pace environment
• Ability to handle stress and resolve problems quickly
• Strong organizational and time management skills
• Ability to learn Easy Ice/Automatic Icemakers protocols and procedures

ADDITIONAL REQUIRED ATTRIBUTES:
• Strong command of company's policies and procedures
• Continuously evaluate and identify opportunities to drive process improvements that positively impact the customer's experience
• A desire to continually increase your knowledge of the industries we serve; and, products, services and processes our company can produce
• Exhibit good decision making, analytical problem solving and excellent organizational abilities
• Communicate clearly and professionally, both verbally and in writing, and possess excellent interpersonal skills

WORK ENVIRONMENT:
• Work primarily in a climate controlled environment with minimal safety/health hazard potential
• Sedentary, sitting, walking, occasional lifting (overhead, waist level) from floor, bending, frequent near vision use for reading and computer use
• Sits for extended periods of time
• Must have sufficient visual acuity to be able to work, for prolonged periods of time, on a computer monitor

The above statements are intended to describe the general nature and level of work performed by people assigned to this classification. They are not intended to be an exhaustive list of all job duties performed by the personnel so classified.

Easy Ice is an Equal Opportunity Employer that does not discriminate on the basis of actual or perceived race, color, creed, religion, national origin, ancestry, citizenship status, age, sex or gender (including pregnancy, childbirth and pregnancy-related conditions), gender identity or expression (including transgender status), sexual orientation, marital status, military service and veteran status, physical or mental disability, genetic information or any other characteristic protected by applicable federal, state or local laws.