Field Service Manager

Field Service Manager Summary:

Will manage the Formetco Field Service Department, consisting of Field Service Staff, Field Service Equipment, and Safety compliance. Coordinate with the Project Management Team to schedule service personnel for new installations, upgrades, and special projects. In addition, provide scheduling and dispatch of Field Technicians for work orders originating from the Customer Support department. The Field Service Staff is typically the last group to touch a new asset for a customer. Ensuring the installations are complete is critical in driving continued customer satisfaction.

Job Duties/Responsibilities:

Provide leadership and guidance for the Field Service Staff to deliver world-class service to our clients while complying with

FORMETCO

Safety policies. The Service Manager must be a champion of training and monitoring safety practices. Day-to-day management of Field Service Staff to optimize the efficient use of resources for installations and service while driving customer satisfaction. Provide the highest level of service to all

FORMETCO

customers in a timely and efficient manner. Provide and schedule ongoing training for the Field Service Staff through timely entries in CRM Bookings. Recognize and assist with date entries and quality with our case management tool, Microsoft CRM. Provide a dependable team to complete professional installations and service activations of newly sold products. Maintain budgetary compliance of installations through coordination with Project Management team. Report and escalate any issues as needed to management that requires such attention. Manage and maintain relationships with third parties/vendors. Delegate project tasks based on junior staff members' individual strengths, skill sets and experience levels. Work with Engineering to develop spreadsheets, diagrams and process maps to document needs based on previous job history. Collaborate and communicate with Engineering in the development of as-built drawings, documentation, etc. Perform other duties as needed.

Education/Experience/Skills:

High school diploma, or equivalent, required. Bachelor's degree in technical field a plus. 2-5 years of managing a field force or similar experience. Strong knowledge of Standard Microsoft Office Suite applications (Word, Excel, Outlook). Proficient with Microsoft CRM and use of Company added specialty tools. Strong verbal and written communication skills, coupled with exceptional customer service abilities. Ability to travel by air and ground to job sites as needed. Travel, less than 20% of the time, primarily in training scenarios or to cover staff shortage. Excellent team management and problem-solving skills. Motivation, enthusiasm, and the ability to work in a fast paced, ever changing environment. Ability to provide strong leadership and mentoring. Experienced with aspects of field work performed by the Department. Previous climbing experience required. Will be certified through Formetco's climbing training program. Understand safe worksite conditions and how they relate to OSHA. Outstanding attention to details and problems solving skills. Ability to multitask and prioritize work. Ability to read and understands prints and drawings. Ability to effectively exercise discretion and independent judgement. Understanding of how technical products work and ability to troubleshoot problems. Must have good driving record. Must complete a pre-employment drug test and a background check. Formetco is a DrugFree Workplace. Formetco is an Equal Opportunity Employer.

Job Type:

Full-time Pay:

From $80,000.00 per year

Benefits:

401(k) 401(k) matching Dental insurance Employee assistance program Flexible spending account Health insurance Health savings account Life insurance Paid time off Professional development assistance Referral program Vision insurance

License/Certification:

Driver's License (Required) Willingness to travel: 25% (Preferred)

Work Location:

In person