Field Service Manager

Job DescriptionJob Description

Job Overview:

The Field Service Manager is responsible for collaborating with management to create and enforce service and warranty practices for distributors, installers, and reseller partners. The Field Service Manager supports internal and external customers by troubleshooting product issues, diagnosing technical issues out in the field, and coaching, counseling, and training external service personnel. The Field Service Manager is responsible for developing Service Training Programs, which includes identifying, developing, training, and supporting installation and service groups, and providing technical sales, installation, and service/training support both in-person and remotely. 

Job Type:

In person

Pay:

$75,000 - $100,000 yearly

Benefits:

PTO, Health insurance, 401k, Paid Holidays, Life Insurance, Wellness Programs

Tasks:

• Manage and troubleshoot customer and/or distributor product issues via phone, video calls, email, and/or in person taking responsibility from diagnostic through resolution. 

• Master product installation, operation manuals and procedures, as well as warranty and installation administrative processes and policies. 

• Responsible for certification training of Distributors, Installers, and Service Groups: Collaborate in delivering comprehensive training programs for new and existing distributors, installers, and service teams on product installation, operation, and maintenance. 

• Manage the service network, overseeing the performance of installers and address coverage gaps within the service network by identifying and recruiting new resellers and service groups to expand coverage. 

• Promptly and accurately maintain the service ticket system, documenting and following up on all customer/distributor inquiries, service recommendations, and final resolutions.

• Make recommendations to the management team based on technical concerns and input from the field. 

• Available for after-hours support on emergency service calls routed from the answering service or directly from distributors and/or sales department.

• Perform on-site lift and service evaluations in collaboration with the service network of field technicians, as required.

• Assist sales team by providing technical and field support, including, but not limited to site visits to secure new business.

• Special projects and other duties may be assigned as deemed necessary by management. 

Qualifications:

• Must be mechanically and electronically inclined, and possess the ability to learn hydraulic, pneumatic, and electrical systems used on lifts. 

• Must be detail oriented and highly organized. 

• Possess exceptional verbal and written communication skills. 

• Must interact professionally with people both in person and on the telephone. 

• Must be diplomatic and be able to handle tough customer situations. 

• Must be driven and goal oriented, and willing to take on new challenges and see them through.

• Demonstrated ability to work cooperatively with management, co-workers, vendors, and distributors

• Ability to obtain proficient working knowledge of the products and services. Able to work with minimum supervision. 

• Demonstrated ability to handle multiple projects simultaneously.

• Must be able to read, write, and speak the English and be understood. 

• Proficient in Microsoft (Excel, Word, and Outlook) and other software applications.

• Desired: Experience working with hydraulic systems and components or other related industrial products.

• Desired: Complex product assembly or product fabrication experience.

• Required: High School diploma and five (5) years in a full-time service-related role. 

• Desired: Bachelor's degree in engineering, technology, or related field with a minimum of five (5) years in a full-time service-related role

Schedule:

8AM to 5PM, Monday through Friday

Performs this role in both the office and factory on a daily basis with required travel up to 40% of the time. 

To Apply:

Submit an online application here.

Company DescriptionExpress Employment Professionals is a leading staffing provider in the U.S., Canada, South Africa, and Australia. Every day, we help job seekers find work and help businesses find qualified employees. The Capital Region Express Employment Professionals franchises began operation in 2015 and services the Capital Region with temporary and flexible staffing, contract workers and direct hire employment in a variety of fields.

Founded in 1983, Express today employs over 500,000 people across 900 franchise locations worldwide. Our long-term goal is at the heart of our company's vision, to help as many people as possible find good jobs by helping as many clients as possible find good people.

Express Employment Professionals works with job seekers to help them find the right job for their skills and experience. We have a variety of jobs available in the Capital Region, and there are full-time, part-time, and temporary positions available. And, as one of the leading staffing agencies, Express provides employment services and workforce solutions to employers throughout the Capital Region.Company DescriptionExpress Employment Professionals is a leading staffing provider in the U.S., Canada, South Africa, and Australia. Every day, we help job seekers find work and help businesses find qualified employees. The Capital Region Express Employment Professionals franchises began operation in 2015 and services the Capital Region with temporary and flexible staffing, contract workers and direct hire employment in a variety of fields.\r\n\r\nFounded in 1983, Express today employs over 500,000 people across 900 franchise locations worldwide. Our long-term goal is at the heart of our company's vision, to help as many people as possible find good jobs by helping as many clients as possible find good people.\r\n\r\nExpress Employment Professionals works with job seekers to help them find the right job for their skills and experience. We have a variety of jobs available in the Capital Region, and there are full-time, part-time, and temporary positions available. And, as one of the leading staffing agencies, Express provides employment services and workforce solutions to employers throughout the Capital Region.