Field Service Manager

3 weeks ago

Edmonton, Alberta, Canada RECRUITMENT PARTNERS INC. Full time
Job Title: Field Service Manager

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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