What are the responsibilities and job description for the Field Service Manager position at Astec Industries?
Description
BUILT TO CONNECT
At Astec, we believe in the power of connection and the importance of building long-lasting relationships with our employees, customers and the communities we call home. With a team more than 4,000 strong, our employees are our #1 advantage. We invest in skills training and provide opportunities for career development to help you grow along with the business. We offer programs that support physical safety, as well as benefits and resources to enhance total health and wellbeing, so you can be your best at work and at home.
Our equipment is used to build the roads and infrastructure that connects us to each other and to the goods and services we use. We are an industry leader known for delivering innovative solutions that create value for our customers. As our industry evolves, we are using new technology and data like never before.
We're looking for creative problem solvers to build the future with us. Connect with us today and build your career at Astec.
LOCATION : Chattanooga
ABOUT THE POSITION
The Field Service Manager is responsible for providing superior service to both internal and external customers of Astec. The Manager oversees the Field Service Technicians, ensuring that all Astec equipment operates efficiently, installations are correct, and equipment is used effectively.
Deliverables & Responsibilities
- 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.
- Maintain a safe and productive work environment.
- Ensure the highest level of customer experience and satisfaction through effective communication both prior and post service work.
- Continually evaluate processes to ensure work orders are closed promptly.
- Keep field personnel well-informed of company policies, procedures, and updates.
- Direct the Service Department in line with Astec policies, goals, and objectives.
- Collaborate as a cross-functional team player with other departments.
- Set performance goals and deadlines in alignment with the company's plans and vision.
- Organize workflow and ensure that employees understand their duties or delegated tasks.
- 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.
- Update job knowledge by participating in educational opportunities.
- Focus on continuous improvement and documentation of processes and procedures.
- Promote and educate others on Astec's core values.
- Follow company policies, standards, and procedures at all times.
To be successful in this role, your experience and competencies are :
Supervisor and Leadership Expectations
