Field Service Manager

Field Service Manager

Reporting to the Field Operations Manager, the Field Service Manager provides leadership, guidance, and training to field operations team members. Actively immersed in leading day-to-day operations, the Field Service Manager is hands-on in the field, supervising and assisting direct reports with installing and servicing machines and equipment, and all machine movements. With direct accountability, the Field Service Manager will oversee the daily operations and leadership of service technicians and Route Sales Drivers within the assigned service centers.

ESSENTIAL FUNCTIONS:

• Oversees the daily operations and team leadership in the assigned service centers.
• Ensures achievement of Key Performance Indicators (KPIs) for the assigned service centers.
• Establishes and executes action plans for KPI areas of opportunity and provides timely coaching to team members, as appropriate.
• Sets and communicates the weekly itinerary for assigned service centers (including work, holiday, and vacation schedules ensuring proper coverage for Customer service/satisfaction).
• Monitors service orders daily and follows up with appropriate person(s) as needed.
• Performs routine vehicle checks; addresses opportunities and provides timely coaching.
• Emphasizes the importance of a safe working environment and culture by conducting both service / safety meetings bi-weekly / monthly and ensuring monthly safety quizzes are completed timely.
• Conducts routine service center(s) inspections to validate compliance with our Safety audit checklists.
• Regular coaching of vehicular camera events with team members is required.
• Proactively solves problems for team members and customer accounts.
• Leads service Technicians, RSRs, and Warehouse Drivers and provides timely coaching, development, and feedback.
• Writes and delivers timely annual performance reviews for direct reports.
• Routinely participates in ride-a-longs with Technicians & RSR's three to four days a week equating to 60% to 80% of the working week on average. Provides on the spot coaching and documents progress reports.
• Performs, assists & trains others on machine installs, exchanges, pulls, and shop checkout of equipment as needed.
• Audits, approves, and processes team member timesheets daily, and ensures timely submission prior to timecard cut off as set by our Payroll Dept.
• Install Surveys / Install Audits performed regularly as required.
• Monitors/changes route schedules to ensure all scheduled route stops are completed each week including Supply Calls.
• Ensures assigned service centers are well maintained, clean, and a safe environment.
• Responsible for communicating with Dispatch and relaying information to ensure prompt service.
• Participates in meetings with sales team members and Installers (if applicable) to set equipment movement schedules.
• Maintains clear and open communication with the Field Operations Manager and responds quickly to requests and feedback.
• Performs other duties as assigned by Operations leadership.

COMPETENCIES:

To perform this job successfully, the Field Service Manager must be self-motivated, able to problem solve, detail-oriented, and able to stay on task. The requirements listed below are representative of the knowledge, skill, and/or ability required.

• Excellent organization and time management skills.
• Must be a self-starter and be able to accomplish a versatile and evolving workload.
• Excellent in all forms of communication.
• Self-motivated, with the ability to multi-task, prioritize, and adapt well to change.
• Strong mechanical aptitude and current service skills.
• Excellent with handling customer relations, interpersonal relationships, team relations, and service.
• Availability to work/be available for a wide array of scheduled tasks. Including after hours and weekends as business requires.

EDUCATION AND EXPERIENCE:

• Minimum of 3-5 years working as a Service Technician or a similar role.
• Technical or Vocational School background or related field a plus.
• Must possess and maintain a valid Driver's License at all times.

PAY FROM: $70,000 - Pay is based on education, experience, skills, training, and certifications.

TRAVEL REQUIREMENTS:

Depending on the Service Center/area, an upwards of 60% travel required including overnight stays.

EEO STATEMENT

ICEE is an equal employment opportunity employer and prohibits discriminatory employment actions against, and treatment of, employees and applicants for employment based on actual or perceived Federal, State, and local laws that prohibit employment discrimination on the basis of race, color, age, national origin, ethnicity, alienage, religion or creed, gender, gender identity, pregnancy, marital status, sexual orientation, citizenship, genetic disposition or characteristics, disability or veteran's status, sex offenses, prior record of arrest or conviction, genetic information or predisposing genetic characteristic, status as a victim or witness of domestic violence, sex offenses or stalking and unemployment status.