Field Service Manager

Job Title: Field Service Manager

Department: Outside Sales

Reports to: Strategic Account Manager

Location: Onsite, Hillsboro, OR

Job Summary:

The Field Service Manager – Oregon region is responsible for overseeing and managing the organization's field service operations for the Oregon region. This role plays a crucial part in ensuring efficient and effective service delivery, customer satisfaction, and adherence to company standards and procedures.

Location: HIS Innovations Group is headquartered in Hillsboro, OR. This job is mostly on-site at headquarters or at customer sites in the Portland Metro Area. Up to 25% travel may be required.

Job Responsibilities:

• Team Management:
  • Lead, mentor, and motivate a team of field service technicians and engineers.
  • Provide guidance and support to the field service team in resolving technical issues and addressing customer needs effectively.
  • Foster a positive and collaborative work environment that encourages teamwork and innovation.
• Planning:
  • Identify opportunities for process improvements, cost optimization, and resource allocation to enhance field service efficiency.
  • Collaborate with other departments, such as Sales, Engineering, and Operations, to ensure seamless service delivery.
• Service Delivery:
  • Oversee the deployment of field service technicians and engineers to customer sites for product installations, maintenance, and support.
  • Ensure that service tasks are completed promptly and meet or exceed customers' expectations and contractual obligations.
  • Implement measures to enhance service quality and customer satisfaction.
• Resource Management:
  • Optimize the allocation of resources, including manpower, equipment, and tools, to meet service demands.
  • Work with internal teams to source and maintain necessary spare parts and equipment inventory.
  • Ensure compliance with health and safety regulations during field service activities.
• Technical Expertise:
  • Maintain a strong technical understanding of the company's products and their applications to provide expert guidance to the field service team and customers.
  • Collaborate with the engineering and product development teams to address and resolve technical issues and product enhancements.
• Customer Relationship Management:
  • Work closely with customers to understand their needs and concerns, addressing any escalations promptly.
  • Establish and maintain strong relationships with key customers (tech companies) to understand their specific needs and address any concerns promptly.
• Reporting and Documentation:
  • Prepare and present regular reports on field service performance and accomplishments to senior management.
  • Maintain accurate documentation of service activities, including service reports, maintenance records, training records, and customer interactions.

Education and Experience Requirements:

• Bachelor's degree in Engineering, Business Administration, or a related field (or equivalent work experience).
• Proven experience in managing field service operations, preferably for multiple customers.
• Strong leadership and team management skills with the ability to motivate and inspire a diverse workforce.
• Excellent communication and interpersonal abilities to interact with customers, team members, and stakeholders.
• Analytical mindset with the ability to use data to make informed decisions and drive continuous improvement.
• In-depth knowledge of field service management principles, best practices, and industry standards.
• Familiarity with relevant technologies and tools used in field service management.
• Willingness to travel to various locations for overseeing field operations and building relationships. UP to 25% travel may be required.

If you are seeking a new challenge and an opportunity to contribute to a dynamic and growing company, we would love to hear from you. We thank all applicants for their interest, but only those selected for an interview will be contacted, though we keep all applicants on file to consider as candidates for future opportunities. We look forward to reviewing your application and potentially welcoming you to our dedicated team of professionals.

Benefits: As an employee of HIS Innovations Group, you will enjoy a variety of benefits, including Health Care, Dental, Vision, & Life Insurance, Short- and Long-term Disability, Health Savings Account or Flexible Spending Account, 401(k) with company match, Paid Time Off (PTO), Employee Assistance Program (EAP), and a casual work environment.

HIS Innovations Group is an equal opportunity employer committed to diversity and inclusion in the workplace. We encourage individuals of all backgrounds to apply. All applicants will be considered for employment without attention to race, color, religion, sex, sexual orientation, gender identity, national origin, veteran, or disability status.