Join a Growing Team of Innovators and Explorers

At Viably, you’ll work alongside people passionate about uncovering and supporting North America’s most forward-thinking industrial waste and recycling solutions.

We’re called Viably because that’s how we think. About everything. We’re driven to empower clients with new capabilities to evolve business and protect our planet.

What You Will Be Doing:

The Field Service Manager is a customer-focused problem solver that has significant influence on customer satisfaction, dealer satisfaction and customer uptime of Viably provided solutions across the marketplace. They are an intelligent, independent, organized, and self-driven individual who can communicate effectively, and work cross functionally across the organization and outside the organization with key suppliers, OEMS and vendors. They can communicate with empathy and concern both internally and externally. They educate team members and customers on best practices and technologies to help them achieve success. They are always striving to maintain the highest level of customer uptime.

The Field Service Manager reports directly to the Director of Product Support. This role is a crucial part of the operations team and must work with nearly all departments to ensure customer satisfaction and response time. They are a day-to-day resource for the field service and sales teams to support dealer and customer inquiries when machines are down, or troubleshooting is required. They will work closely with all Viably OEM’s to ensure they understand and utilize all proper tools and resources to drive product support efforts in North America.

The Field Service Manager efficiently utilizes software tools, including Acumatica ERP, Salesforce CRM and Microsoft Office products, among others. The Field Service Manager role requires strong computer skills, customer service skills, and attention to detail. They can manage shifting priorities and can provide detailed and concise communication to both the customer and internal teams.

Key Responsibilities Look Like:

• Field Service Technician management – oversight of team of 5-10 Field Service Technicians including scheduling service jobs for nationwide team, prioritizing service needs, ensuring completion of warranty and revenue jobs.
• KPI reporting – gather and report metrics, coaching team members as needed.
• Expense management – review and approve all field service expenses related to field service jobs and projects.
• Rental fleet tracking and reporting – assist with tracking of rental fleet equipment, schedule maintenance and machine updates as needed, and report rental fleet status to sales team.
• OEM relationship management – maintain and leverage relationships with all our OEM’s technical support staff and product support staff to ensure we are getting the required support for our team and our customers.
• Customer Assistance - responding to customer inquiries, issues, and complaints through various channels such as phone, email, text, or in-person interaction. Troubleshoot equipment issues over the phone, via email, and onsite at customer locations.
• Customer Advocacy - acting as a liaison between customers and internal teams, such as engineering, service, parts and sales. Relay customer feedback, suggestions, or requests to the Director of Product Support
• Training – collaborate with the Director of Product Support to support a robust annual training program for dealers, customers and team members on technical knowledge
• Stay up to date on technical product changes and know how to troubleshoot and support current and new products

Critical Skills and Experience You’ll Need:

• Advanced understanding of mechanical, hydraulic and electrical systems in industrial machinery and systems.
• General knowledge of field service work with industrial machinery. Preferred, direct experience in the recycling, agricultural, or heavy machinery industry.
• Excellent communication skills in English, with the ability to confidently convey information to technically trained and non-technical customers. Spanish speaking is a plus.
• Energetic, initiative-taking, and organized team player able to quickly form professional relationships.
• Initiative-taking, self-directed, and self-managed with excellent organizational and time management skills to perform productively with minimal supervision.
• Proficient with MS Office (Outlook, Excel, Word), iOS mobile devices, and other productivity software applications.

Physical Demand & Competencies:

• Standing, walking, talking, sitting, and use of hands.
• This job mostly involves sitting or standing, but there may be occasional tasks that involve lifting or moving objects weighing up to 50 pounds.
• Quarterly travel within North America for Komptech sub-dealer, customer and team member interaction
• Minimum once annual travel internationally to visit European OEM’s
• Estimate six to ten travel weeks annually

Benefits (we’ve got your back):

• 401K retirement savings plan with company matching
• Paid holidays
• Health insurance coverage that includes medical, vision, and dental
• Short and long-term disability coverage
• Life insurance
• Generous paid time off (16 PTO days in year one)
• Paid continuing career education and advancement opportunities
• Health and wellness program
• Flexible Spending Accounts (FSA) and Health Spending Accounts (HSA) options

Viably is an equal-opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation (including transgender status), pregnancy and related medical conditions, gender identity, national origin, creed, marital status, family status, ancestry, age, disability, genetic information, veteran status, or any other applicant characteristics protected by applicable law. Qualified individuals with a disability who require an accommodation to perform the essential functions of the job or to participate in the job application or interview process should contact Rochelle Taylor at rtaylor@thinkviably.com