Manager, Field Service at Stolle Machinery Company

Sidney, Ohio, United States -

Full Time

Start Date

Immediate

Expiry Date

05 Apr, 26

Salary

0.0

Posted On

05 Jan, 26

Experience

10 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Field Service Management, Customer Service, Personnel Administration, Daily Operations, Troubleshooting, Team Leadership, ERP Systems, Microsoft Excel, Decision Making, Multi-tasking, Prioritization, Service Calls, Work Distribution, Training, Performance Monitoring, Service Expertise

Industry

Machinery Manufacturing

Description

Revision Date: 7/31/2015 Reports To: EVP Global Solutions JOB SUMMARY: This position is responsible for ensuring that field service is provided as needed on all Stolle product lines to international and domestic customers.Ensure the efficient and effective distribution of work and cost effective assistance through all field service technicians and direct reports through team work provide service, audit, warranty and production expertise as required and as assigned. Respond as a subject matter expert on all service related issues and as the ultimate decision maker for scheduling and service assignments. As the first point of contact for customers, utilize all available resources to resolve customer concerns and exceed customer expectations. PRINCIPLE ACCOUNTABILITIES include: • Personnel Administration: Ensure equal distribution of work load as appropriate, responsible for the effectiveness, efficiency and morale of field service personnel.Ensure all personnel are trained for success and the opportunity for never-ending improvement. • Daily Operations: Utilizing IFS enter data, maintain and update reports as required.Monitor metrics (ie customer calls, customer complaints and service write-ups) used to determine individual personnel performance, departmental efficiency/effectiveness and machinery operation exceptions. Act with authority to approve service quotes. Respond as a resource to the VP Ops and Stolle leadership as requested. • Service: Troubleshoot & “Quarterback” all incoming service calls, address all customer concerns, needs and complaints. Seize the opportunity to turn an issue into a service call. Capitalize on the individual strengths of service team members. Additional responsibilities and duties may be assigned. Minimal requirements for education, knowledge and experience: • High School Diploma or GED • 12-15 years of hands-on domestic and/or international field service. • 5 years in a managerial/supervisory role w/ 5+ direct reports. • ERP system,Microsoft experience w/ emphasis in Excel. • Excellent customer service skills • Ability to make decisions with limited information, multi-task, prioritize and weigh domestic/international assignment options quickly. This position requires the ability to perform the essential duties and responsibilities in the following environment: • Work schedule generally consists of 40 hours per week, which may include on-call status, evenings, and/or weekends.

Responsibilities

The Manager, Field Service is responsible for ensuring effective field service for all Stolle product lines to customers. This includes managing personnel, daily operations, and addressing customer concerns as a subject matter expert.