What are the responsibilities and job description for the Field Service Manager position at HITEC Power Protection?
The Field Service Manager is responsible for overseeing the round-the-clock operations of the field service team on the respective coast (East or West), ensuring that technicians provide efficient, high-quality service to our clients. This role involves managing the service coordinator to optimize scheduling for both corrective and preventative maintenance while maintaining excellent customer service standards. This role focuses on the direct coordination, training, and management of field technicians, ensuring timely and effective service responses to meet customer needs. The Field Service Manager will report to and work closely with the Service Director to align field operations with broader departmental goals.
Key Responsibilities:
- Team Management: Supervise, audit and support a team of field service technicians and service coordinator to maintain high service standards.
- Travel: Expected travel to customer sites 80%.
- Scheduling and Dispatch: Oversee job scheduling and dispatching of technicians for service calls, managing daily workflow to ensure timely service delivery.
- Customer Communication: Act as a liaison with clients to ensure clear communication on service timelines, expectations, and progress.
- Troubleshooting Support: Provide guidance to technicians on service issues, ensuring quick problem resolution together with the Global Helpdesk and Engineering support.
- Performance Monitoring: Track and report on technician performance, including KPIs such as response times, resolution rates, and customer satisfaction, as well as auditing of technician service reports, time sheets and travel expenses.
- Quality Assurance: Conduct field audits and inspections to ensure compliance with safety, regulatory, and quality standards.
- Inventory Management: Coordinate with supply chain and logistics to manage inventory levels of tools, parts, and equipment required for field operations.
- Cost Control: Manage operational budgets and control costs associated with travel, equipment, and other field-related expenses.
- Policy Implementation: Enforce company policies and procedures related to field service, ensuring alignment with organizational standards.
Qualifications:
- Bachelor’s degree in engineering, Business Administration, or a related field (preferred).
- 3-5 years of experience in field service or operations management.
- Power Generation Experience (Desired).
- Strong leadership skills with experience managing field technicians and team building.
- Proficient in scheduling software, CRM systems, and data analysis.
- Excellent communication and problem-solving abilities.
- Ability to work in a fast-paced environment and manage multiple tasks.
- Previous experience with quality methodologies.
- Comprehensive healthcare coverage (medical, dental, and vision).
- Retirement plan options available (401k).
- Generous paid time off for vacation, sick leave, and public holidays.
