Field Service Manager
Group CBS
- Sheboygan Falls, WI
- Permanent
- Full-time
- Lead and manage a team of field service technicians, providing direction, guidance, and support to ensure high levels of performance, productivity, and customer satisfaction.
- Set performance expectations, establish goals, and conduct performance evaluations for team members, providing coaching, training, and development opportunities as needed.
- Plan and coordinate field service operations, including scheduling service calls, dispatching technicians, and allocating resources to meet customer needs and service requirements.
- Develop service schedules, routes, and assignments, optimizing travel time, technician availability, and service coverage to maximize efficiency and minimize response times.
- Serve as the primary point of contact for customers, managing service inquiries, resolving issues, and ensuring timely and effective communication throughout the service delivery process.
- Build and maintain strong relationships with customers, identifying opportunities for service improvement, upselling additional services, and addressing customer feedback and concerns.
- Monitor and track key performance indicators (KPIs) for field service operations, such as response time, resolution time, first-time fix rate, and customer satisfaction scores, and take corrective actions as needed to meet targets.
- Prepare regular service reports, dashboards, and performance metrics, providing insights and recommendations for improving service quality, efficiency, and effectiveness.
- Optimize resource allocation, including staffing levels, technician skills, and equipment inventory, to meet service demand, minimize downtime, and ensure timely completion of service activities.
- Manage service contracts, warranties, and agreements, coordinating with sales, operations, and finance teams to ensure alignment with customer expectations and contractual obligations.
- Strong leadership and management skills, with the ability to motivate and inspire a team, foster a collaborative work environment, and drive performance and results.
- Excellent communication and interpersonal skills, with the ability to interact effectively with customers, team members, and stakeholders, and communicate technical information clearly and concisely.
- Proven ability to manage multiple priorities, handle high-pressure situations, and make timely decisions to meet customer needs and service commitments.
- Analytical and problem-solving abilities, with the capability to analyze data, identify trends, and implement strategies to improve service delivery and customer satisfaction.
- Knowledge of field service management principles, processes, and best practices, as well as familiarity with relevant regulations, safety standards, and industry guidelines.
- Proficiency in using field service management software tools for scheduling, dispatching, and tracking service activities, as well as Microsoft Office suite for reporting and analysis.
- Understanding of mechanical, electrical, and hydraulic systems, components, and troubleshooting techniques, as well as familiarity with equipment-specific technologies and configurations.
- Knowledge of safety protocols, regulations, and best practices for working in industrial environments, including hazard identification, risk assessment, and personal protective equipment (PPE) usage.
- Occasional reaching/working overhead, stooping, kneeling, crouching or crawling
- Frequent walking
- Continuous standing and repetitive hand motion
- Lifting requirements include occasional lifting up to 50 pounds, frequent lifting of up to 50 pounds and continuous lifting of up to 15 pounds