District Service Manager

About the role

This position provides quality service to all customers within the district in a timely manner and is responsible for meeting the district’s financial and absorption targets or goals. The District Service Manager serves as the primary customer contact for Field Service activities and technical support within their designated district, serving both internal and external customers.

Responsible for oversight of commissioning and servicing equipment from all B&W product lines, ensuring equipment is placed into operation and that performance guarantees, warranties, and contractual obligations are met. Coordinates activities with Sales, Engineering, Project Management, and Construction to ensure contract schedules are met.

Responsibilities

• Handle technical problems and facilitate design modifications and/or upgrades to benefit customers’ operations.
• Manage district operations, including manpower utilization, expense control, contract cost, revenue, profit generation, and business development.
• Assign and direct activities of field engineers within the district to ensure good utilization of personnel.
• Manage all FMC and Service contract costs efficiently.
• Oversee administrative tasks such as customer billing, account receivable collection, time sheet approval, expense report approval, file upkeep, and contract documentation.
• Provide contract management oversight for all field service proposals and contracts within the district, including proposal development, pricing, performance, profitability, and cost collection.
• Submit monthly reports and other reports as required by management.
• Supervise service engineers and support staff, including training, career development, quality assurance, and performance appraisals.
• Review service engineers’ reports to ensure technical correctness and determine if additional work or modifications are needed.
• Continuously coach service engineers to improve job performance and prepare them for career advancement.
• Assist in recruiting and hiring new engineers and office personnel.
• Develop and maintain a dedicated and motivated workforce in line with company policy and salary budget guidelines.
• Foster a culture of customer satisfaction through timely service and ensure the company’s mission and objectives are understood and achieved.
• Assist Sales in marketing and calling on customers to help them decide on requirements for replacement components, new equipment, modifications, and selecting B&W products and services.
• Develop new service programs and sell services, projects, and replacement parts.
• Develop personal contact with plant and mill managers and engineering personnel.
• Provide constructive feedback on technical, commercial, and management issues impacting product and service quality or sales ability.
• Handle customer relations, including complaints.

Requirements

• Minimum 10 years of experience, with at least 5 years in Field Service.
• Proven ability to perform mechanical/electrical engineering activities.
• Experience managing field and/or engineering employees.
• Demonstrated problem-solving skills.
• Good management and communication skills.
• Ability and desire to travel (domestic travel required 70% of the time).
• Ability to manage a P&L.

Working Conditions

Typical office setting and Manufacturing/Operations Centers. Domestic travel is required 70% of the time.