What are the responsibilities and job description for the Field Service Manager position at Gleason?
Field Service Manager
Manage the global service activities for Gleason Metrology Systems and provide focal point for after sales activities, driving sustainable growth of related revenue streams. Maintain the technical skills and personnel to support the customer base for calibrations, repairs, training, parts, and technical support. Provide formal Voice of Customer (VOC) feedback back through the new product development process and quality systems teams.
- Manage personnel / activities of the service department
- Resolve customer conflicts / issues.
- Establish processes / procedures for the effective performance of the field service activities
- Plan and coordinate training of subordinates, both domestic and global, to ensure effective and efficient service of Gleason Metrology products.
- Manage the inventory levels for service parts to facilitate inventory turnover balanced with superior On-Time Delivery performance.
- Create new products / services within the technical support arena.
- Support the Strategy Deployment initiatives as generated from strategic planning.
- Oversee / enter the billing information to generate revenue.
- Integrate, manage and monitor progress of Gleason corporate quality initiatives into GMS Field Service culture
- 5-7 years of progressive experience with the field service and service administration roles associated with technical product
- Bachelor's degree in business or a related technical discipline with relevant business management experience, MBA preferred.
- Minimum of 3 years managing a field service organization for a technical product (CMM exposure strongly preferred).
