Job description
Job Description: Field Service Manager
The Field Service Manager will lead a team of technicians in support of the territory and its daily operations. This position will provide support for service technicians by providing coaching and training on commercial refrigeration, PM and repair procedures, and techniques as well as customer-facing skills. In addition, the Field Service Manager will work with technicians to resolve customer issues and may directly perform high level technical work, such as system start-ups and performance tests.
The Field Service Manager is accountable for assisting in leading and directing their assigned territory operations to support ongoing service revenue growth, profitability, productivity, quality, and service levels.
This position will be responsible for assisting the management and administration of general business operations for their territory. This position provides strategic leadership as well as the day-to-day management of a team of Field Service Technicians and lower-level supervisory staff (where applicable).
Responsibilities include developing, maintaining, and managing a highly technical field service team. Our Field Service Technicians are accountable for customer commercial refrigeration equipment installations, preventative maintenance, equipment upgrades and updates, sales support for new systems, establishing and growing customer relationships, and creating and implementing a strategy focused on achieving/exceeding financial and customer satisfaction results. In addition, this position is responsible for continued employee development and increasing employee retention and engagement levels.
Essential Functions:
- Manages a team of Field Service Technicians within assigned territory.
- Works with the local Dispatch team to ensure effective assignment and utilization of field personnel.
- Establishes daily service priorities for service teams within assigned territory.
- Leads service team to achieve excellent customer satisfaction.
- Coordinates with Parts Manager to ensure Technician vehicles are properly stocked to achieve highest possible first-time solution rate.
- Manages training through scheduled field visits, in-house training classes, and the development of training material.
- Manages and reviews the performance of direct reports.
- May complete and administer performance reviews and performance counseling.
- May recommend and executes hiring, compensation, and other decisions related to conditions of employment in conjunction with the Service Operations Manager and Human Resources.
- Reviews and approves expense reports of direct reports.
- Creates, distributes, and manages the Technician on-call schedule.
- Establishes close working relationships with Sellers, other Regional Field Service Managers, and other key departmental staff to ensure customer expectations and company service goals are met.
Qualifications:
- High School Diploma or GED and 4+ years of relevant experience, including supervision OR 1-3 years of relevant experience with a Bachelor’s degree
- Experience effectively managing customer relations dealing directly with customers
- Ability to effectively demonstrate productivity tools, i.e., Microsoft Office
- Achieve targets and goals with minimal supervision.
- Strong communication skills verbal and written
- Electrical and mechanical service experience
- Valid driver’s license
Preferred Qualifications
- 5-7 years demonstrated proficiency in a field service role
- Ability to understand financial information such as margins, labor cost, mark-ups,
- Working knowledge of office operating systems
- Customer Relations Management /Sales experience
- Associates degree or prior Service supervisory experience
About Smart Care
Smart Care is a national repair and service provider for commercial foodservice, refrigeration, and cold storage equipment. Our offering of comprehensive mechanical services includes hot side cooking equipment, stand-alone refrigeration, specialty coffee and beverage, complex rack refrigeration and HVAC.
Smart Care is an Equal Employment Opportunity/Affirmative Action Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran status, or other protected class status. All qualified individuals are encouraged to apply. If you need a reasonable accommodation with respect to Smart Care’s application or hiring process due to a disability, please contact the Human Resources department at HR@smartcaresolutions.com.
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