Field Service Manager III

Field Service Manager

This position is responsible for managing the field service operation. This position assists the Service Operations Manager in managing all department maintenance contracts and serves as the main point of contact for executing daily contract requirements. In addition, this position is responsible for managing the warranty claims program for the department, to include reviewing/finalizing service repair work orders, filing claims, and processing settlements. This position assists the Service Operations Manager in creating and enforcing department policies/procedures, establishing and executing long-term business initiatives/strategies, and advising on potential problems that might negatively impact shop and field service production efforts or jeopardize customer relations. This position has the authority to act on behalf of the Service Operations Manager in making daily business decisions pertaining to shop and field service operations.

Essential duties include:

• Managing the daily production effort for the field service operations with Technicians, Service Advisors and Managers.
• Daily supervision of EPG field service technicians, ensuring that productivity levels remain above 85%.
• Completing initial review of service repair work orders and finalizing service support documentation for final invoicing.
• Ensuring field service technicians are briefed on the latest technical support information.
• Providing technical repair diagnosis on problem solving for on-site technicians.
• Using business management system (GPAX) to open and close service calls for repairs.
• Assisting the Service Operations Manager in managing current maintenance contracts and executing daily contract obligations.
• Managing the warranty claims program for the department.
• Assisting the Service Operations Manager in developing and executing long-term business initiatives/strategies.
• Advising the Service Operations Manager on potential problems that might negatively impact the efficiency/effectiveness of the department or jeopardize customer relations.
• Assisting the Service Operations Manager in creating the fiscal budget.
• Assisting Product Support Representatives with quoting labor and parts on larger projects.
• Processing final invoice and collecting payment from customer as needed.
• Assisting Service Operations Manager with monthly review of Flat Rate Variance.
• Assisting Customer Care Center and other internal departments with disputed invoices and collections when needed.
• Completing developmental and professional goal setting with direct reports in addition to annual performance reviews.
• Ensuring all supervisors and employees are abiding by the company culture for CITES in their daily activities.

Customer Relations – 20%

Administrative – 15%

Technical – 25%

Supervision/Leadership – 40%

Minimum requirements include:

Education: A four-year college graduate in business or related field with at least five years of service industry experience and three years managerial experience or an Associates of Applied Science Degree in Diesel Technology (or related technical field) with seven years of technical experience and three years of managerial experience. Or an equivalent combination of education and experience may be considered.

Work Experience: (see above)

Physical: Must be able to work for long periods while seated and using a PC.

Other: Must possess outstanding communication skills normally associated with managing the day-to-day activity of the service department either in-person or via the telephone. Must possess outstanding leadership and interpersonal skills and be capable of executing decisions in support of the daily business operation. Must have a thorough understanding of the basic work order/administrative processes, department operating principles/guidelines, and long-term business initiatives/strategies. Must be PC knowledge with basic/intermediate level skill with keyboard and Microsoft software, preferably Excel and Word. Needs intermediate mechanical and product knowledge.

This job description is not intended to be all-inclusive. Your supervisor may request and assign you similar duties. Any major modification of this job role requires Human Resources approval.

Gregory Poole Equipment Company is an Equal Opportunity/Affirmative Action employer and will consider all qualified applicants for employment without regard to race, color, religion, gender, sexual orientation, gender identity, national origin, age, protected veteran status, or disability status.