Field Service Manager

Our growing Brampton client who is a leader in the Forklift industry is looking for a Field Service Manager to join their team. The ideal candidate will have a minimum of 3-4 years experience in maintenance management and coordination. You will be managing a team of 15 technicians and will be responsible for the following: As a Field Service Manager, your primary responsibility will be to oversee and manage the field service operations. You will be responsible for supporting a team of field service technicians, ensuring efficient and timely delivery of services to customers. Your role will involve handling customer inquiries, managing service schedules, and ensuring high levels of customer satisfaction. Additionally, you will play a crucial role in promoting a safe work environment, managing financial implications, monitoring truck maintenance, supporting on-call phone coverage rotation, and fostering continuous improvement within the team. Key Responsibilities: • Team Management: • Recruit, train, and support a team of field service technicians. • Provide guidance, support, and regular performance evaluations to ensure optimal team performance. • Foster a positive work environment, promote teamwork, and resolve any conflicts or issues that arise within the team. • Model and enforce safe behaviours, ensuring compliance with health and safety (H&S) policies and regulations. • Investigate near misses and accidents, identify root causes, and implement corrective actions to prevent recurrence. • Customer Support: • Serve as the primary point of contact for customer inquiries, issues, and escalations related to field services. • Maintain strong relationships with customers, ensuring their needs are met and their expectations are exceeded. • Performance Tracking and Reporting: • Develop and implement key performance indicators (KPIs) to monitor and evaluate the performance of the field service team. • Team support via monthly field service visits with coaching logs and 1-1 touchpoints. • Manage technicians' productivity and utilization effectively by analysing service data, identify trends, and generate regular reports on service activities, efficiency, and customer satisfaction. • Manage the financial implications of work orders, including customer payments, warranties, and service redo situations. • Identify areas for improvement and implement strategies to optimize service delivery, minimize downtime, and enhance customer experience. • Monitor financial aspects of field service operations, such as profitability, cost control, and revenue generation. • Training and Development: • Stay updated with industry trends, technological advancements, and forklift product knowledge. • Work collectively with Technical Trainer supporting training sessions for technicians to enhance their technical skills, safety awareness, and customer service abilities. • Foster a culture of continuous learning and professional development within the field service team. • Ensure all technicians possess valid and up-to-date licenses required for their specific roles and responsibilities. • Meetings and Communication: • Organize quarterly meetings for field service technicians and service support staff. • Facilitate effective communication during meetings, discussing updates, challenges, and sharing best practices. • Provide a platform for technicians and support staff to share feedback, suggestions, and address any concerns. • Use these meetings as an opportunity to reinforce safety protocols, discuss near misses, and encourage a culture of reporting accidents and incidents. • Truck Maintenance and On-call Phone Coverage Rotation: • Monitor and ensure the proper maintenance of field service trucks, including regular inspections, servicing, and repairs. • Support the on-call phone coverage rotation, being available to provide guidance and assistance to technicians during after-hours emergencies. Qualifications and Requirements: • Proven experience in field service management, preferably in the material handling equipment or forklift industry. • Strong technical knowledge of forklifts, their components, and related maintenance and repair procedures. • Excellent leadership and team management skills with the ability to motivate and guide diverse teams. • Exceptional customer service and communication skills, with the ability to interact effectively with customers, technicians, and stakeholders. • Strong organizational and problem-solving abilities, with attention to detail and effective time management/task prioritization abilities. • Proficiency in using computer software and systems for scheduling, reporting, and tracking service activities. • Knowledge of safety regulations and best practices in the field service industry. • Experience in managing financial aspects of service operations, including customer payments, warranties, and service redo situations. • Willingness to travel to customer sites Hours- 8am-5pm- in office Salary 100k-110k plus benefits If you are interested in this opportunity then please apply asap.