Field Service Manager

Position: Field Service Manager
Department: Service
Reports To: VP of Print Service
Salary grade: DOE
FLSA Status: Full Time / Exempt
Location: Arlington 

Description 

This position is responsible for overseeing all functions of field services within the designated branch. Functions of the job include delivering superior service quality, financial revenue, and cost management in line with budgetary goals and employee development as it may pertain to overall company objectives. The ability to interpret data-points relative to performance standards and to translate these measures into minimum individual employee performance expectations. Administering career-counseling focused on employee development as it pertains to reaching and sustaining company performance goals, customer satisfaction, financial health, and other company objectives as outlined by senior management. This position is responsible for working cohesively with other functional groups / department heads to ensure the team is focused in support of the overall company vision, mission, goals, and objectives.

Responsibilities

• Supervises field service technicians and product specialists. 
• Conducts quarterly performance reviews and annual salary reviews. 
• Performs coaching/counseling sessions with supervised staff to increase motivation and solve problem situations. 
• Conducts monthly meetings with staff to discuss productivity and areas of improvement. 
• Determines staffing levels needed based on analysis of productivity reports.
• Answers service-related questions from customers/company employees.
• Prepares and calculates service department timecards on a semi-monthly basis. Maintains accurate attendance and tardiness data.
• Process technician reimbursement for car allowance or mileage/expense reimbursement. Forwards to payroll for processing.
• Monitors flow on in-shop equipment and assigns machines to technicians to meet various deadlines to return the equipment to the customer in a timely manner. Monitors use of loaner equipment. 
• Assists in reviewing service and machine profitability. 
• Monitors call time, destination arrival time, via GPS system.
• Responsible for achieving Financial Performance objectives as outlined in Department Performance Expectations. 
  
  

Experience & Required Skills

• Five years of previous technician experience. 
• Thorough knowledge of copier products and equipment serviced by DOCUmation. 
• Excellent verbal and written communication skills
• Excellent analytical skills for written and numeric data
• Valid driver’s license and good driving record as required by company policy. 
• Certification of car insurance at level required by company policy. 
• Ability to speak clearly and hear effectively to communicate via telephone, two-way radio and in person. 
• Ability to use a keyboard for data entry purposes. 
  
  

Education & Certification

• High school diploma or GED
• Associates degree in Electronics or equivalent
  
  

Physical Requirements

• Ability to lift a minimum of 50 pounds. 
• Ability to bend, stoop, push and pull to work on equipment and transport equipment parts and boxes. 
  
  

Special Requirements

• None 

Note: This job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities may change at any time with or without notice to meet the needs of the organization.