Field Service Manager

Summary:

Responsible for the overall delivery of local Field Service support, ensuring timely, quality service and high level of customer satisfaction. Helps integrate the service function with all associated departments. Directs the coordination of technical and administrative field service work that may include some or all of a variety of service related activity, i. e. working with service dispatch, product installation and repair; and equipment parts and tools inventory maintenance. Enforces operational policies and procedures for organization activities. Provides coaching and mentoring of subordinate employees; provides advice and counsel on employee development and performance related issues. Helps to select, develop and evaluate personnel to ensure the efficient operation of the area service team. Proactively manages customer relationships, developing and implementing solutions and/or action plans where applicable.

Essential Duties and Responsibilities:

• May perform all tasks defined on the Senior Technical Representative job description
• Plans, organizes, and manages activities and workload of service personnel within the area of control daily.
• Screens and performs initial interviews applicants for all technical openings within the area and selects potential employees for HR processing, working with senior management advisement throughout the decision process.
• Interacts with the Service Team in evaluating competencies, identifying training needs of new and veteran team members in order to enhance the success of each member.
• Provides necessary assistance and training to less experienced technicians in order to resolve equipment problems quickly and increase the abilities and expertise of more junior team members.
• Functions as Team Leader in the absence of another person in that role
• Documents all employee performance issues and discussions and follows up with appropriate actions as needed at the direction of senior management.
• Ensures complete Customer Satisfaction through proper team management

Supervisory Responsibilities:

Supervises and leads the activities of assigned service personnel. Makes decisions relevant to personnel assignments, projects and activities assigned to team for which this person is responsible. Decisions are subject to approval of Director of Service.

Qualifications: To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required.

Education/Experience:

High School Diploma, GED, or equivalent skill level. Completion of formal electronics technician training program and 5 years’ experience in related position (i.e. printer technician, copier technician, or computer technician).

Certificates and Licenses:

Copier Certification/training required. Valid driver's license with acceptable driving record. Must be able to provide proof of insurance.

Language Skills:

Read and interpret documents such as safety rules, instructions, and procedure manuals; ability to write routine reports and correspondence; speak effectively before groups of customers, employees, and vendors.

Math Skills:

Add, subtract, multiply and divide in all units of measure, using whole numbers and decimals.

Reasoning Ability:

Apply common sense understanding to carry out instructions furnished in written, oral or diagram form; to deal with problems involving several concrete variables in standardized situations. Identifies problems, gathers information, and offers solutions.

Computer Skills

Proficiency with email and ability to report in Remote Tech / e-Automate required.

Physical Demands and Work Environment: The physical demands and work environment described below represent the activities and surroundings of the positions. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• The work is typically performed indoors (e.g. warehouse, shop and office environments). Approximately 25% of the time is spent travelling to, from or at local client sites.
• While performing the duties of this job, the employee is regularly required to sit or stand for long periods of time.
• The employee must regularly reach with hands, fingers, legs, and feet to drive.
• Able to perform motor skills such as grasping, finger manipulation, pinching, bending, reaching out, twisting, turning, reaching up, wrist turning/ rotating when servicing equipment.
• Will be required to bend, stoop, crouch, squat, and use arms, wrists and hands to properly lift 50 pounds or less on a frequent basis. Will carry and lift 70 pounds or less occasionally. Must be able to lift equipment from the floor to desk top level.
• Able to move 25 pounds or less frequently, 75 pounds or less occasionally.
• Able to push/pull up to 165 pounds occasionally.
• Able to stand and remain on feet for up to 8 hours per day; up to 2 hours continuously.
• Able to see objects closely, discriminate colors, perceive depth continuously.
• Could be exposed to shop and equipment elements such as noise, dust, odors, fumes, oils, chemicals (e.g. toners).