What are the responsibilities and job description for the Field Service Manager position at Hyosung America?
Job Summary
The Field Service Manager will be responsible for the day-to-day operations and profitability of their assigned territory and Field Service Engineers. The FSM must ensure that daily tasks are met based on customer contractual requirements or SLA (Service Level Agreements). The manager will work closely with other team members within the NHA service organization to ensure continuous improvements with the NHA Service Deliverables.
Essential Functions
- Installation, Repair, and Maintenance: Responsible for managing the Installation, repair, software loading and maintenance of ATM's or other products in a defined geographically territory.
- Scheduling and Cost Control: Optimize Field Service Engineers (FSE) schedules to ensure adequate service coverage within the defined territory of service while maintaining targeted cost control.
- Customer Service Delivery: Ensure that best in class services are delivered to our customers by all field members.
- Data Analysis: Use data to perform root-cause analysis. Focus on customer or financial impacts to the business.
- Scheduling and Time Management: Scheduling of FSE's for all installations activities and projects. Manage Field Service Engineers, PTO and flex days scheduling.
- SLA Management: Monitor and meet Service Level Agreement for our customers
- Vendor Relationships: Establish excellent relationship with bank staff and all vendors.
- Inventory Management: Accountable for inventory.
- Expense Report Review: Review and approve time cards and field expense reports.
- Task Completion: Complete assigned tasks given by RSM or applicable NHA staff member
- Flexibility: Flexible work schedule available 7/24.
- Mentorship and Development: Responsible to develop and mentor FSE's for career development.
- Independence and Security: Work independently with minimal supervision. Maintain company property in good working condition. Maintain a valid driver's license. Responsible with company credit card.
Education and Experience
- Degree Requirement: Bachelor's degree in area of specialty or 5-8 years of field management or supervisor experience.
- Technical Knowledge: Knowledgeable in the technology services business.
- Travel Requirements: Ability to travel to other areas of the country.
- Communication Skills: Excellent interpersonal skills for development of NHA FSE. Possess excellent written and verbal communication skills.
- Teamwork and Collaboration: Team player must be able to foster a cohesive environment across all channels.
- Leadership and Performance Management: Create and maintain a positive working environment and relationship with both internal and external customers. Possess performance management skills and follow HR processes.
- Analytical and Organizational Skills: Self-motivated person with positive attitude. Have good analytical and organizational skills.
- Financial Management: Ability to manage a P&L.
