Field Service Manager

Reporting to the Branch Service Manager, the Field Service Manager is responsible for providing leadership and guidance to our Field Service Technicians. The Field Service Manager will foster a positive and safe work climate for our customers, technicians, co-workers, and management.
Ideal FitStrong leadership, mentoring, and team building skills.
Excellent interpersonal, customer service, and service sales skills.
Motivation to achieve business targets.
Accountability and dependability
Excellent verbal and written communication
Admirable Time, Project, and Stress management
Proficient analytical, problem solving and negotiation skills.
Excellent organizational skills with multi-tasking capabilities
The Field Service Manager must have a sense of urgency and be creative and flexible in meeting both our customer’s and our business needs.
What You’ll Do – The Role (Responsibilities)Lead the Field Service Technicians to exceed, sales revenue, gross margins, and income forecasts.
Complete regular ride-alongs with Technicians, providing technical and procedural coaching and mentoring.
Provide direction and support to Technicians holding them accountable for quality, productivity, and customer service.
In collaboration with the dispatch team, ensure that Technician time is optimized in terms of billable service, while ensuring the right Technician with the right skills for the job is dispatched in the most efficient manner, and that all required job details (reports, hours, parts, comments) are accurately executed in-system.
Provide leadership in achieving Service Metrics Targets and customer satisfaction.
Order taking - acknowledge all incoming orders by walk-in, phone, email or fax to ensure same day turnaround on received orders and advise customers on delivery.
Sourcing parts – procure parts via catalogues or calling vendors and OEM dealers.
Quoting including follow-up on all outstanding quotes.
Ordering parts and reporting delivery status on all parts orders.
Charging out parts to appropriate work orders and invoices.
Communicating with customers, internal or external, on delayed deliveries.
Take a pro‑active approach to resolving any customer complaints or disputes, continuing to promote a high standard of customer service. This will involve direct customer contact with established negotiation authority.
Ensure that all Health & Safety requirements are followed and continually work to reduce our risk.
Manage and approve Technician timecard including overtime and double‑time.
Assist with determining required staffing levels, related recruiting, and orientations.
Perform technician one‑on‑ones, performance management and employee development.
Increase technician productivity with the objective of improving our competitiveness and increasing income. This will include making equipment and supplies purchase recommendations and orders.
Ensure hours used to perform work are reflective of hours allotted, and where exceptions are encountered, all possible steps are taken to mitigate future issues.
Partner with Service Sales to ensure customer acquisition, renewals, and customer loyalty are optimized.
Perform random site audits to ensure that our services consistently achieve the highest standards in our industry.
Ensure that all Employee’s work together and communicate in such a way that will avoid problems and disputes, always putting the Customer first. Prioritize duties for all field employees.
Human resource duties include;
timely annual and semi‑annual employee reviews, recruiting, compensation, team building events, disciplinary action, employee development, safety and training
Before taking any action, communicate concerns about the job performance of individuals on the team to your manager for discussion.
Other tasks and responsibilities as may be required from time to time consistent with the position of Service Manager and the job description and duties set out above.
What You Need (Requirements)5+ years of Service Technician experience in generator industry required.
Excellent working knowledge of Microsoft Office and computers.
Valid driver's license and a reliable personal vehicle required.
Strong HR management, interpersonal, and customer service skills.
Team building, coaching, training, with the ability to coordinate activities, and improve task efficiency.
Excellent communication;
verbal and written.
Problem solving, negotiation, decision making, and judgment.
Excellent organizational skills with strong multi‑tasking capabilities
In the case of a power outage or declared State of Emergency by any level of Government, be available for work.
Working ConditionsTravel will be required. A valid passport and ability to enter the US may be required on occasion.
Ability to attend and conduct presentations.
Manual dexterity required to use desktop computer and peripherals.
Participation in the after-hours on call rotation required.
Overtime as required.
Lifting or moving up to 50lbs may be required.
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