What are the responsibilities and job description for the Field Support Manager position at Global Finishing Solutions, LLC.?
About This Opportunity
Global Finishing Solutions seeks a strategic and tactical leader to oversee the field support team. The Field Support Manager provides leadership and direction to Supervisors and team members within all field services functional groups.
The ideal candidate has demonstrated experience working cross functionally at all levels within an organization and a track record of driving quality and continuous improvement.
Global Finishing Solutions is the leading manufacturer of paint booths and finishing systems for various industries. Our strength lies in custom building finishing equipment to meet unique customer needs.
Key Responsibilities
- Define and implement metrics and processes for Customer Service Department functions;
- Lead and participate in continuous improvement projects achieving corporate quality objectives;
- Oversee development and maintenance of service standards, training systems, processes, and best practices ensuring efficient delivery of responsive and effective customer support;
- Manage job responsibilities and performance of all team members engaged in Customer Service Department activities;
- Ensure integrity of customer data and administrative processes within CRM or other customer service management software systems;
- Assist Leadership in developing short-term tactical action plans aligning with business unit strategic initiatives and long-term company objectives;
- Define, hire, and manage resources necessary for execution of customer service programs supporting Service and Preventative Maintenance Agreements and exceeding Service Level Agreements (SLAs) when applicable.
Requirements
- Bachelor's Degree in related field with 7 years experience managing customer and technical services departments;
- Demonstrated success in designing customer service and support organizations, and scaling of resources to support rapid business growth;
- 5 years experience executing equipment service, maintenance, and technical support contracts, with demonstrated success in meeting Service Level Agreements;
- Able to envision process improvements aligning to business growth objectives.
What We Offer
- Competitive compensation package;
- Generous incentive plan;
- 401k and profit sharing;
- Health, dental, vision, life insurance, short- and long-term disability;
- Development and career advancement opportunities;
- Opportunity to make your mark in a dynamic and growing work environment where you are empowered to make decisions and share in our company's success.
