Field Service Manager

2 weeks ago

Langley, Canada Thomson Power Systems Full time

**THE OPPORTUNITY**

For over 40 years, Thomson Power systems (a RegalRexnord company) has been a leading manufacturer of electrical products and systems for use in the Power Generation Industry. We have an immediate opening for a Service Manager based in Langley, BC. Reporting to the Service Director, the primary job duties of the Service Manager will include managing local and remote field service technicians in a wide variety of technical duties related to installation, troubleshooting, service and repair of paralleling switchgear, automatic transfer switches, control systems and/or mechanical equipment at customer locations

**YOUR MISSION**

**Position Summary**:
As an enthusiastic, driven leader for the Service Team, with exciting opportunities to grow in an entrepreneurial environment, you will be responsible for the following:
**Major Responsibilities**:

- Building, developing and maintaining good customer relationships while maintaining a high level of quality technical service
- Supervising and mentoring the local and remote service teams to motivate and maintain employee engagement
- Manage tools and equipment lists to ensure all field service technicians have what is required to perform their work
- Ensure compliance to TPS safety program and conduct on-site safety audits
- Deliver 30% year over year service revenue growth. Collaborate with outside sales personnel to develop multi-year customer system upgrade plans, including short-term and long-term customer budgets and account plans
- Work alongside and help to motivate Field Service Techs to maintain employee engagement
- Assessing, prioritizing and distributing incoming regional service requests in collaboration with service coordinator while maximizing Field Service technician efficiency
- Timely management of work order process and work order review including ensuring to submit all warranty items to meet warranty timelines
- Work directly with customers on all levels of issues to manage customer expectations and drive issues to resolution by ensuring top customer service, quick response time and maximizing uptime
- Report on the status of customer situations, action plans, and customer specific deliverables to the Service Director
- Working in fast paced environment with quickly changing conditions
- Assist with the recruitment, training and retention of new and existing field service technicians
- Travel to and support local and remote field work at customer's sites throughout the local and regional area as needed; periodically travel to job locations throughout the US or International
- Rotate emergency on-call duty and respond to customer emergencies in a timely manner

**ARE YOU THE ONE?**

**Required Education, Experience and Skills**:

- 3 to 5 years field supervisor/ field technician management experience.
- Experience with actively driving service sales growth via aftermarket services and customer visitation
- Ability to communicate clearly and effectively; work under pressure, possess strong people and organizational skills; work cooperatively with customers, sales representatives, staff, management, and other associates.
- The ability to multi-task, work independently, and a can-do attitude
- Ability to drive quality, safety and to implement change
- Ability to retain teams by effectively managing, mentoring and developing team members.
- Knowledge of applicable health, safety, and electrical (CSA/NFPA/UL) regulatory codes and standards
- Basic understanding and ability to interpret detailed electrical schematics & mechanical drawings
- Understanding of industrial control equipment is an asset for this role (metering, protective relaying, relay ladder logic, Programmable Logic Controllers - PLCs and HMI’s)
- Experience with switchgear or Automatic transfer switch would be an asset.
- Familiarity with NETA/NICET in electrical equipment testing would be an asset.
- OSHA 30 hour, MSHA, CSA (Z462 & Z463), NFPA (70-E & 70-B) training would be an asset
- High level of attention to detail with a strong ability to implement
- Must be proficient in MS office
- Excellent customer service skills
- Excellent written and verbal communication skills

Travel: 30%

Language: English

**OUR PURPOSE**

You may not know it, but Regal Rexnord impacts your life every day. Our products enable the power source that keeps smart buildings running; the fans in HVAC systems that keep us comfortable; the agricultural and food service equipment that keeps us fed; and the conveyer systems that keep ecommerce flowing. Our business purpose is to create a better tomorrow by energy-efficiently converting power into motion. For us, this means creating innovative solutions while focused on both customer needs and our commitment to sustainability. We are looking for creative and ambitious minds to join our team and to create a better tomorrow.

**OUR IDENTITY**

As part of the large Regal Rexnord family we, Thomson Power Systems, are a leading manufacturer of ele

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