Head of Services - Support and Managed

an ASTEC Company is an innovative and forward-thinking manufacturer of burners and combustion control systems for commercial, industrial, and process applications. Our products share environmentally conscious designs and are crafted from quality materials by our expert staff of dedicated professionals.
Power Flame is a subsidiary of Astec, a global, environmentally focused infrastructure and manufacturing company of asphalt road building and aggregate processing including industrial heating.
The Field Service Manager is responsible for providing superior service to both internal and external customers of Power Flame. The Manager oversees the Field Service Technicians, ensuring that all Powe Flame equipment operates efficiently, installations are correct, and equipment is used effectively.

Evaluate the performance of the Service Department against planned objectives and based on reports from customers, the sales department, and competitors.

• Communicate patterns of production quality, setup problems, product failures, and recurring issues to engineering, field service, other product support, and company executives.
• Ensure the highest level of customer experience and satisfaction through effective communication both prior and post service work.
• Keep field personnel well-informed of company policies, procedures, and updates.
• Direct the Service Department in line with Astec policies, goals, and objectives.
• Set performance goals and deadlines in alignment with the company's plans and vision.
• Monitor employee productivity and provide constructive feedback and coaching.
• Represent the department at management-level staff meetings.
• Participate in and assist with facilitating annual Astec Service School sessions, including Field Service Technician participation.
• Act as a liaison between Field Service Technicians and other departments to report field failures and/or unusual findings, determining methods to rectify deficiencies.
• Assist customers with equipment needs via email, phone, or other communication methods.
• Ensure timely and appropriate responses to all customer inquiries.
• Recommend stocking levels of commonly used parts to the Purchasing Department to adequately support Field Service Technicians.
• Develop and maintain document retention systems for easy reference of service-related documents.
• Follow company policies, standards, and procedures at all times.

Associate's or Bachelor's degree in management or a relevant field of study, or equivalent training and work experience, or a combination of education and experience deemed sufficient by management.

• Mechanically inclined, with skills to address hydraulic, electrical, and diesel engine systems and troubleshoot issues.
• Preferably with mechanical engineering courses or experience.
• Minimum of five (5) years of parts or service experience.
• Minimum of three (3) years of team management experience, including remote individuals and groups.
• Effective communication skills with customers of varying education levels.
• Strong problem-solving and team-building capabilities.
• Flexible attitude to accommodate variable time schedules and workloads.
• Proficiency in Microsoft Office Suite.

Responsible for Field Service Technicians and Technical Services Representatives.

Continuous devotion to meeting the needs of our customers

~ Safety, quality and productivity as means to ensure success

Travel Requirements: 20% of travel, regional, international

These internal control responsibilities are verbally communicated to the incumbent and periodic feedback is provided as it relates to the performance of these internal control responsibilities.

Shop manufacturing environment exposures include exposure to moving mechanical parts, machinery, tools and equipment, vibration, fumes or airborne particles, motorized vehicles, welding and machining operations, outside weather conditions and exposure to the risk of electric shock. The employee may occasionally be exposed to varying levels of dirt, dust, toxic or caustic chemicals, very warm and/or very chilly temperatures. The noise level in the shop can be very loud at times consistent with an industrial assembly facility and may require hearing protection. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

As an Equal Opportunity Employer, Astec does not discriminate on the basis of race, creed, color, religion, gender (sex), sexual orientation, gender identity, marital status, national origin, ancestry, age, disability, citizenship status, a person's veteran status or any other characteristic protected by law or executive order.