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Job Details


Engineering


Field Service Manager  Elmira, NY  Posted: 9/9/2021
Job Description

Job ID#:

2817

Job Category:

Engineering

Position Type:

Employee

Duration:

Direct Hire


The Field Service Manager position provides strategic direction & leadership to the field service team and direct communications with customers regarding on-sites support and repairs of CNC grinders, lathes & mills in the North American market. Activities would include management of the field service technician team for example, providing strategic direction, FTE demand planning, expense & travel approvals, training, hiring, etc.  The requirements for this position that is in our Technical Services Department are as follows:

RESPONSIBILITIES:
  • Strategic planning for the field service team.
  • Management of the day-to-day field service request from customers.
  • Work schedule approval & timecard approvals
  • Expense management and technician expense approvals
  • Field service department management. Including, P&L, aftermarket revenue generation, FTE requirements, expenses, revenue, overtime, etc.
  • Customer relations. Including machine issues resolution planning, billing disputes, aftermarket sales, etc.
  • KPI reporting. Including, P&L, utilization, expense, OT, aftermarket sales activities, etc.
  • On-site visits to customers to resolve issues and/or evaluate technician performance.
  • Resolution of accounts receivable issues related to field service issues.
  • Other duties as required.
  • Company provides a vehicle and computer.  Good financial credit required.  
EDUCATION:
BS degree or equivalent experience in field service management.
EXPERIENCE:
  • 2+ years of experience in managing a field service team.
  • Field technical resource planning
  • Technician development
  • Customer relations
  • Preferred experience in the machine tools industry but not required.
  • Preferred P&L experience
SPECIFIC KNOWLEDGE:
  • Knowledge of FTE forecasting.
  • Customer relations including billing disputes, root cause analysis, problem resolution, aftermarket sales, etc.
  • Technical team development including technical skills, customer relations, aftermarket sales, documentation & reporting and behavioral management.                                        
  • BASE LOCATION:   Chicago, IL or Elmira, NY area preferred. Expected to travel >50% within the North American region and occasional internationally.

 
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