Manager, Field Service

Job Summary:

The Manager, Field Service is responsible for building strong customer relationships, achieving excellent customer satisfaction levels, and growing the American Battery Solutions (ABS) customer service portfolio. This role requires a high level of initiative, self-motivation, and engagement with customers and internal stakeholders to achieve 100% customer satisfaction. This individual will work closely with engineering, manufacturing, and quality disciplines, as well as systems and validation/testing teams.

Responsibilities:

• Ensure customer satisfaction with product performance and field service activities.
• Assign and schedule regional Field Service Technicians.
• Develop and maintain tools to measure and report delivered quality metrics.
• Analyze field returns to identify the root cause of field issues and interface with organization stakeholders to confirm appropriate corrective actions.
• Complete root cause analysis and corrective actions for product and process failures.
• Use documented data-driven and structured problem-solving methods.
• Provide technical support for the resolution of product issues in the field.
• Prepare and approve quotations for field service activities.
• Write rework instructions and coordinate execution through field service technicians.
• Coordinate with logistics team for shipping and receiving.
• Review and approve field service reports; provide complete and professional documentation to the customer.
• Responsible for emergency 24/7 field service support outside of normal business hours and weekends.
• Maintain spare parts programs with cross-functional operations support.
• Present training programs for key customers and stakeholders to be utilized at customer sites, industry events, and new installations.
• Support customer Return Material Authorization (RMA) process.
• Support customer Warranty process.
• Implement warranty processes and tracking, including process flow diagrams and call center scripts.
• Create Customer and Product Warranty documents.
• Implement systems and tools including Web-based, telephone, and email to collect and capture customer satisfaction data and ensure resolution and tracking of customer concerns.
• Adhere to federal and state regulations.
• Adhere to all company policies, processes, and procedures.
• Performs other duties as requested, directed, or assigned.
• Predictable and reliable attendance.

Position Qualifications

• Bachelor’s degree in business, engineering, or a related field or equivalent experience
• Minimum of five (5) years of experience working in customer service.
• Minimum of five (5) years of working with complex electro-mechanical systems.
• Minimum of three (3) years of progressive leadership experience leading mechanical and/or electrical service technician teams.
• Ability to travel up to 50% of the time domestically and internationally.
• Demonstrated project management experience, including lean, six-sigma practices, and other related structured problem-solving practices.
• Highly collaborative with a genuine passion for customer service.
• Excellent analytical, communication, and presentation skills.
• Strong interpersonal skills to work with team members on all levels of the organization.
• Highly organized and detail oriented.
• Ability to work in a dynamic start-up environment where initiative and ownership is required.
• Assertive, and not afraid to share their opinion.

Key Competencies:

• Focuses on Quality: Drives work results with a quality focus on actions and results.
• Decision Making & Analysis: Makes sound decisions based upon a mixture of data-driven analysis, expertise, experience, and judgment; collects relevant information, seeking input from others, and identifies connections and/or root causes of problems.
• Continual Improvement: Displays a consistent orientation toward producing the highest quality products or services, while keeping a focus on sustainability. Constantly looking for incremental improvements in work processes and results.
• Takes Initiative: Exhibits strong drive for results and success; conveys a sense of urgency and drives issues to closure; persists despite obstacles and opposition.
• Working Safely: Demonstrates safe behaviors. Aware of potential risks and threats in the workplace.
• Delivers Results: Achievement-oriented, feeling a sense of urgency to reach goals on time, if not before.
• Teamwork: Works cooperatively with others to accomplish team goals and organizational objectives.

Physical Requirements / Working Conditions:

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform essential functions.

• Prolonged periods sitting at a desk and working on a computer.
• Able to complete physically demanding work, with superior hand/eye coordination.
• May be required to travel to and navigate a variety of locations.
• Excellent depth perception and reaction time.
• Ability to safely use small hand tools in high voltage environments.
• Constantly needed to stand, bend, kneel, push, pull, reach, squeeze, adjust, and lift.
• Must be able to navigate tight or uncomfortable positions.
• Unpredictable weather working environments due to repair locations of our products.
• Ability to adjust focus, especially due to concentration on a computer screen.
• May need to lift and carry up to 50 pounds and/or position the body to reach items on the floor/below knee level or reach overhead.
• Occasionally move about in industrial environments and on uneven terrain.
• The noise level in the work environment can be moderately loud.
• Must be able to manipulate equipment for calibration and modification.
• Prolonged periods of operating equipment.

Why Join Us

American Battery Solutions (ABS) provides comprehensive 100% employer paid benefit plans to employees and their family, competitive salary and retirement program. ABS employs a diverse and inclusive workforce.

Benefits Overview

• Paid time off includes 4 weeks, 15 holidays, and parental leave.
• 100% company-paid medical, dental, vision, short-term disability, long-term disability, and life insurance.
• Flexible Spending Account (FSA) and Health Savings Account (HSA) offerings.
• Company provided 401K savings plan with immediately vested matching contributions to help you save for retirement.
• Voluntary benefits offerings.
• Tuition assistance.
• Employee Referral Program.
• Employee development and career growth opportunities.

About Us

American Battery Solutions Inc. (“ABS”) is a manufacturer of advanced batteries for commercial, fleet, and industrial on- and off-road vehicles. Located in the heart of the U.S. automotive region with facilities in Michigan and Ohio. In 2023, ABS was acquired by Komatsu, a world leader in construction, mining, forestry, and industrial heavy equipment in support of Komatsu’s 2050 carbon neutrality goal. ABS continues to operate as an independent entity serving Komatsu applications while continuing to expand and grow our core commercial, fleet and industrial business.

As we have grown, ABS has assembled a world-class team of dedicated and experienced engineers. This team is equipped with a deep understanding of high-voltage, automotive-grade battery systems from concept development and prototyping, to testing and validation, to high-volume production. We pride ourselves on developing a diverse team of next generation battery experts.

The Location - Lake Orion

American Battery Solutions Headquarters and Innovation Center is located in the heart of South-East Michigan in Orion Township. Orion Township is a Pure Michigan Trail Town that has a long-standing dedication to enhancing trails and pathways in its community, which is home to the Polly Ann Trail, Paint Creek Trail, and Iron Belle Trail. The township boasts more than 50 miles of trails. Southeast Michigan also boasts some of the best eating around! Whether your interest is in furthering your education, enjoying one of the many regional sporting events, or enjoying the vast outdoors that Michigan has to offer, you’ll be at the center of it here!

AMERICAN BATTERY SOLUTIONS IS AN EQUAL OPPORTUNITY EMPLOYER.