Field Service Manager

Job Description

Job Description

Position Scope:

This position is responsible for ensuring the successful management and achievement of work performed in the service area and operational goals by providing quotes for jobs and work order review for customer billing; customer communications; field safety practices and compliance with field operating policies. This position has a major responsibility to ensure the complete and total satisfaction of internal and external customers while continually striving to achieve all corporate goals.

The incumbent in this position is expected to model the following practices on a daily basis: 

• Demonstrate alignment with the company's mission and core business values.
• Collaborate with key internal/external resources
• Participate in ongoing self-development.

Knowledge and Skill Requirements:

• Knowledge of and experience in field service management
• Excellent communication and interpersonal skills to establish working relationships with multiple departments and various levels of the organization
• Excellent verbal, written, communication, and presentation skills
• Exceptional organizational, self-management, time management, and multitasking skills
• Ability to work on multiple projects and deal effectively with employees and management
• Ability to think logically while interpreting and analyzing problems assigned or encountered
• Ability to identify complex problems and to review related information to develop and evaluate options and implement solutions
• Ability to work independently as well as a part of a diversified team

Preferred Qualification(s):

• Minimum 5 years of heavy equipment repair experience in shop and field preferred.

Education Requirements:

• High School diploma or GED required

Essential Job Functions:

• Establish and mutually agree upon and communicate job expectations (i.e. accurate price quotes and time estimates) to internal and external customers to ensure customer satisfaction according to our mission and core business values
• Establish, model, and reinforce safety practices that are consistent with our mission to ensure employee and customer safety
• Model collaborative problem solving and personal influencing skills to ensure that service activities in the incumbent's area of responsibility are aligned with the overall business plan of the service department and company
• Provide the Service Manager with status reports on all open work orders in an accurate and timely manner
• Review monthly service operations branch statement to assess progress on department business goals
• Participate in the selection, development, and evaluation of service department personnel to ensure a high level of commitment and competence is available in our human resources
• Coordinate the company safety program in all areas of responsibility in a manner consistent with corporate policies and guidelines
• Successful completions of other key projects as may be assigned by management
• Work safely at all times and adheres to all applicable safety policies; complies with all company policies, procedures, and standards
• Perform other duties as assigned

Leadership Responsibilities:

Responsibilities include, but are not limited to interviewing, hiring, and training employees; planning, assigning, and directing work; coaching and development; appraising performance; rewarding and disciplining employees; addressing complaints and resolving problems.

Preferred Experience and Skills:

• 5+ years of experience in heavy equipment service, with at least 2 years in a supervisory or managerial role.
• Experience managing remote or mobile service teams.
• Strong understanding of warranty processes and service contracts.

Physical and Mental Requirements:

• This position involves extended periods in a stationary position; additionally, occasional movement inside the office to access office machinery, file cabinets, etc.
• This role frequently communicates with others, must be able to exchange accurate information in these situations
• Routinely reacts to visual, auditory, and other signals, including alarms and instructions, and is required to visually inspect work
• Occasionally lifts and moves materials and equipment up to 50 lbs.

Work Environment:

• This job is generally performed in a professional office, in environmentally controlled conditions.
• Occasionally works outdoors around moving mechanical parts; may be exposed to weather extremes when working outside in conditions that include inclement weather, heat, cold, and humidity
• Noise levels may be loud at times
• Exposure to small quantities of chemicals, dust, steam, high-pressure water, and high-speed rotating equipment
• Requires wearing common protective or safety equipment
• Frequently works at fast pace with unscheduled interruptions

Most work is conducted in a comfortable office environment but exposure to site conditions may also occur. Personal protective equipment must be worn in areas as required. Although the work usually is not considered inherently dangerous, employees must be careful while performing onsite services. 

This job description is not intended to be all-inclusive, and the employee will also perform other reasonably related business duties as assigned by immediate supervisor and other management as required. Stowers Machinery Corporation reserves the right to revise or change duties as the need arises. This job description does not constitute a written or implied contract of employment.