What are the responsibilities and job description for the Field Service Manager position at Shaw Material Handling?
FIELD SERVICE MANAGER
Salaried (exempt)
Memphis, TN
Position Summary:
The objective of this position is to lead, grow and support Heubel Shaw Associates, Customers and Business Execution. The Field Service Manager will 1) foster teamwork across local service teams and internal departments; 2) promote a professional image of the company with our customers; 3) grow business through accurate planning and execution of business plans and market strategies.
Principle Duties and Responsibilities:
- Manage and support daily operations of field service, including technicians to achieve goals in the areas of, but not limited to Efficiency, Profitability, Customer Satisfaction, Response Time, and Inventory Management.
- Responsible for verification of technician paid time, accuracy and timeliness of technician time input into system, as well as timely and accurate paperwork processing of field service associates.
- Collaborates and works closely with Sales, Parts, Service and Rentals Associates to achieve total corporate goals within the assigned territory.
- Encourages and promotes interdepartmental communications among all Associates to ensure we are delivering exceptional customer service throughout the organization.
- Assists in recruiting, selection, orientation, development and retention of associates capable of meeting current and projected department needs. Makes recommendations on various personnel matters such as pay, disciplinary action and terminations.
- Responsible for regularly evaluating the job performance of field service technicians by assessing their achievement of established performance management metrics and goals
- Responsible for developing strong customer relationships through consistent and professional customer contact.
- Responsible for resolution of customer AR issues, maintaining payment of invoices within company policy. Works with Accounts Receivable, service associates and customers in the resolution of billing disputes or problems that may occur, in order to prevent negative influences on cash flow and customer satisfaction.
- Creates and supports an environment that fosters and supports continuous improvement, and demonstrates a sense of urgency that results in a commitment to quality and timely results.
The ideal candidate will also possess:
- Excellent organizational skills.
- Ability to communicate effectively with Associates, customers and business leaders.
- Ability to effectively monitor and develop Associates.
- Proficiency with a personal computer using both Windows and ERP operating systems.
- Must exhibit an orientation to detail and ability to manage changing priorities.
Minimum Qualifications:
- Bachelors Degree or equivalent experience
Experience Required:
- At least 2 years of experience leading and/or mentoring others
- At least 3 years of successful field service technical experience
