What are the responsibilities and job description for the Field Service Manager position at FMH Material Handling Solutions?
Field Service Manager
JOB SUMMARY
The Field Service Manager is responsible for all field service operations for the branch and will serve as the liaison between FMH and the customers. The FSM will lead the team of Service Account Supervisors in providing ongoing support to customer accounts and technicians at the branch level. The FSM supports both service and sales and is actively involved in maintaining positive customer communication. They direct efficient and profitable field service operations through productive staffing, customer retention, customer growth, cost controls, achievement of objectives, and supporting corporate initiatives.
ESSENTIAL FUNCTIONS
JOB SUMMARY
The Field Service Manager is responsible for all field service operations for the branch and will serve as the liaison between FMH and the customers. The FSM will lead the team of Service Account Supervisors in providing ongoing support to customer accounts and technicians at the branch level. The FSM supports both service and sales and is actively involved in maintaining positive customer communication. They direct efficient and profitable field service operations through productive staffing, customer retention, customer growth, cost controls, achievement of objectives, and supporting corporate initiatives.
ESSENTIAL FUNCTIONS
- Monitors and controls the performance of the field service operations using appropriate reporting systems.
- Development and coaching for Service Account Supervisors and other staff members
- Establishes and maintains positive relationships with customers to encourage new and continued business.
- Maintains proper staffing levels for the branch based on business need, reviews resume, conducts interviews, and makes recommendations for hiring.
- Meets or exceeds standard performance for billable time (Goal of 85% or higher), warranty recovery rate (Goal - 100%), year-over-year sales growth (Goal of 7% YOY), gross profit margins (Goal of 65% or higher), and total profitability in service department (Goal of 30% or higher).
- Enforces accountability standards through direct reports and managing through staff to achieve operational goals.
- Leads by example in promoting a safe workplace. Follows the company's core safety values and ensures basic safety standards are adhered to including SDS, PPE, JSAs, hot work permits, and customer safety rules.
- Controls operational costs through analyzing budgetary performance and implementing new cost controlling measures.
- Works with equipment vendors to learn maintenance requirements and capabilities of new equipment in the marketplace.
- Develops and implements new service programs to bring to marketplace.
- Collaborates with all departments to provide a positive, respectful, and enjoyable work environment while working together to improve overall branch performance.
- Develops and maintains process documentation, including training and developing the technical and analytical skills of less experienced team members.
- Utilizes internal software program (FSL /Quipware) to generate analytical reports; ensures report accuracies and provides summaries for members of the operational department.
- Works with technician to ensure field quotes and warranty repairs are completed timely.
- Performs monthly field and van audits to ensure the safety of on-site technicians and their equipment; utilizes these opportunities to communicate with customers about their current level of service; documents field audits using the proper forms and details any customer communications.
- Ensues company accident and incident reporting procedures are followed.
- Is reliable and punctual in reporting for work as scheduled.
- Always maintains professionalism on the job.
- Performs other duties of a similar nature as required.
POSITION QUALIFICATIONS
EDUCATION
- High School Diploma or equivalent; Bachelor's Degree in Business or related field preferred.
EXPERIENCE
- At least five years of progressively responsible experience in management, developing teams and leading people.
- Previous mechanical, technical, or electrical experience preferred.
ADDITIONAL REQUIREMENTS
- Proficiency in Microsoft Office Suite.
- Ability to work independently and to effectively prioritize demands and execute tasks.
- Capable of solving problems and facilitating meetings and processes.
- Strong written and verbal communication skills with the ability to convey information to internal and external customers in a clear and concise manner.
- Strong project management, time management, and organizational skills.
- Valid Driver's License and driving record acceptable to insurance company.
FMH is an equal opportunity employer offering a competitive salary in addition to a comprehensive program of employee benefits. We offer medical, dental, prescription drug, vision, life insurance, short-term disability, 401k, and profit sharing. We also offer additional voluntary life insurance and long-term disability. Paid holidays, vacation, personal paid days, and educational assistance are also available.
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