Field Service Manager
3 weeks ago
We are seeking a highly skilled Field Service Manager to lead our Field Service division and provide world-class service to our customers.
Key Responsibilities:- Lead the Field Service division and provide technical support to achieve the highest possible customer satisfaction.
- Select, prepare, and train Field Service Representatives to maximize customer satisfaction.
- Coordinate, execute, and complete all Field Service jobs.
- Manage all Field Service financial goals and targets.
- Coordinate the field service schedule for Field Service Representatives based on customer requirements using the CRM System.
- Provide support and guidance to Field Service staff to ensure timely and quality customer services.
- Address internal and external enquiries, resolve issues, and obtain customer feedback proactively.
- Promote and maintain a positive work environment, encouraging a culture with a growth mindset to improve employee engagement and teamwork.
- Foster a culture of accountability incorporating the company values and behaviors of inclusivity.
- Manage the performance of direct reports by providing training to standard operating procedures and to safety and quality expectations.
- Provide guidance and feedback to ensure expectations are being and continue to be met.
- Conduct performance appraisals, goal setting, and mid-year reviews within the set timelines.
- Participate in succession planning activities and team evaluation and development as assigned.
- With the assistance of the Director of Operations and HR, perform performance management and progressive discipline as required.
- Approve time off requests and manage attendance records.
- Assist in the development of financial and non-financial performance measures that support the company's strategic direction.
- Train and mentor current and new team members.
- Develop individuals' skill set for growth and retention.
- When possible, provide technical customer support for customers to optimize the performance of products and ensure customer satisfaction.
- Provide user emergency assistance wither by phone or onsite; identifying, investigating, root cause analysis, and provide solutions for all technical issues.
- Act as the main point of contact for technical information flow to and from Canada with all company entities.
- Make close follow-up of major services orders to ensure customer commitments are met.
- Follow up with customers on all field service jobs to ensure customer satisfaction and determine areas of improvement.
- Review, distribute, and file Field Service Representatives' service reports.
- Ensure the CRM system is up to date with the latest customer contacts and technical reports.
- Propose, co-ordinate, and track training for all Field Service Representatives.
- Define Field Service targets with the Service Manager.
- Work with regional Sales Managers to set individual targets for Field Service activities.
- Help define strategies with Sales Managers to obtain targets.
- Support Sales Managers with delegation of Field Service Representatives.
- Review in weekly meetings the status of prospects, quotes, and orders.
- Support new opportunities uncovered by the Services Sales Team.
- Propose and secure resources to ensure successful results.
- Come prepared to weekly meetings with previous actions completed, new actions required, updated pipeline, and open issues and red flags.
- Answer 24-hour emergency service lines, as required.
- Measure gaps between desired performance and actual performance and raise red flags to indicate a deviation.
- Review plans, actions, and progress with the Director of Operations on a quarterly basis.
Requirements:
- Certified Millwright, Mechanical Engineering Degree, or related experience.
- 10+ years of coordinating field repair services or maintaining large reciprocating compressors in Refinery, Petrochemical, or Gas industries.
- Previous experience in reciprocating compressors of industrial gases with corresponding knowledge of mechanical and/or chemical engineering.
- Proven experience in mechanical field service coordination and negotiating service contracts.
- Knowledgeable with Return on Investments calculations and justifications.
- Strong presentation and negotiation skills.
- Existing network of contractor Rotating Equipment Specialists, Millwrights, and Apprentices.
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