Sr. Field Service Manager

The Sr. Field Service Manager is an integral part of our field operations. This individual sets the standards for 1) proper and comprehensive equipment maintenance and services, 2) professional and service-oriented customer interaction and response, and 3) ensures work conducted and executed is done so in a manner that is operationally efficient for customers and Malin. Our ideal individual will have a blend of business acumen, people management skills and a technical / mechanical knowledge base.

Essential Functions :

Technician Management –

Maintain proper headcount of field technicians by partnering with Malin’s Technician Recruiters, conducting comprehensive interviewing process, and selecting succession of technicians that professionally represent Malin.

Manage performance by setting standardized expectations and communicating those accordingly to technician teams, holding individuals accountable for safety standards and protocols, attendance, customer service, work performance and follow-up tasks such as parts ordering, work order updates and closures.

Partner hands-on with Field Team Leads to understand work distribution within territory, address customer accounts in conjunction with Customer Care Reps, ensure audits pertaining to work, company vehicles and quarterly business objectives are understood and being completed.

Address future development opportunities of Technicians for purposes of succession planning, retention, and increased customer experience.

Operations Management Support –

Maintain presence in field 50% of the time making customer and / or technician site visits.

Connect with customer operations contacts to ensure satisfaction with level and quality of services.

Engage with Field Technicians on day-to-day approach to safety protocols, priority of work, high-level maintenance, efficiency of work tasks at minimum 1x / month, and weekly via phone

Engage with equipment and service sales associates to achieve customer account excellence and efficiencies and maximize the company’s growth.

Systematic administration of maximization of technician time, minimizing lost time tasks,

Customer experience tickets, management review of work orders, excessive time reviews,

Manage service and warranty programs to achieve business goals and targets.

Monitor selected work orders and invoices to ensure accuracy, completeness, proper billing, and precise record keeping.

Representation of Malin Standards –

• Establish and maintain a safe, positive work environment that promotes internal teamwork, cooperation, exemplary customer service and regulatory compliance.
• Establish and maintain effective relationships with customers, Raymond personnel, and key suppliers.
• Promote and recognize successful efforts to continuously improve internal business processes and service delivery.

Employ and safeguard assigned corporate assets including vehicles, tools, parts, IT equipment, communications devices and supplies while ensuring proper utilization.

Requirements : Education –

Minimum high School Diploma or equivalent

Some post-secondary education, including some college, 2-year degree, technical degree, or business classes required

Experience –

Previous experience within an individual Technician role, or Technical Training role

Minimum 2 years’ experience in a supervisory role, managing work distribution, time, compensation, performance and hiring

Knowledge, Skills and Abilities –

Technical and mechanical skills

Skills in people management and performance

Demonstrated abilities in conflict resolution

Advanced communication skills in written and verbal form

Demonstrated continuous improvement approaches, lean work skills and / or analytical approach to work

Intermediate to advanced Excel, Outlook and Microsoft Teams

Ability to manage, work, review work-in-progress data and tracking

Organization skills with extensive attention to detail

Physical :

Must be able to climb stairs, drive vehicle, climb on equipment, bend, and stoop and lift up to 25 pounds. Must be able to use computer, telephone, and hand tools for training purposes. Position requires good work ethic and ability to travel locally between various sites.