Field Service Manager

Position Summary

As a Field Service Manager, you will play a pivotal role in ensuring the seamless operation and maintenance of our products. You will oversee a team of skilled technicians, providing leadership, guidance, and support to enhance service delivery and customer satisfaction.

Essential Duties and Responsibilities

• Lead, manage, coach, and mentor the department.
• Build a scalable department by implementing processes and procedures in adherence to the Easy Ice operating system.
• Create and maintain preventative maintenance schedule.
• Displays extensive working knowledge of industry standards and practices, including product details and company services offered.
• Cook up work order schedule with Technicians and customers.
• Responsible for ensuring technicians are following SOP.
• Responsible for technician’s yearly performance reviews.
• Maintains department issues and client complaints to define patterns and work to lessen those recurring issues.
• Maintain inventory and parts that the Field Technicians use.
• Manage equipment refurbishment ensuring work is completed to standard.
• Follow up with customers regarding maintenance satisfaction as well as auditing work being done to ensure all standards are being met and maintenance work is carried out effectively, correctly, and thoroughly.
• Responsible for ensuring all parts are returned and submitted for warranty on schedule.
• Offers exemplary customer service, including maintaining customer relationships and ensuring repeat customers by upselling products and services and taking care of any customer concerns or complaints quickly and professionally.
• Maintain and monitor metrics for Service, PM, and Refurbishment processes.
• Assists with or performs administrative tasks.
• Other duties as assigned.

Qualifications

• Education: High School Diploma or equivalent EPA Certification: Universal
• Experience: Customer Service experience is required, previous service experience preferred

Desired Skills

• Strong customer-facing skills as well as strong phone skills and the ability to project a pleasant tone
• Team oriented
• Self-starter
• Troubleshooting
• Detailed oriented and high level of accuracy delivered
• Proficient in Microsoft applications
• Ability to perform effectively in a fast pace environment
• Ability to handle stress and resolve problems quickly
• Strong organizational and time management skills
• Ability to learn Easy Ice/Automatic Icemakers protocols and procedures

Additional Required Attributes

• Strong command of company’s policies and procedures
• Continuously evaluate and identify opportunities to drive process improvements that positively impact the customer’s experience
• A desire to continually increase your knowledge of the industries we serve; and, products, services and processes our company can produce
• Exhibit good decision making, analytical problem solving and excellent organizational abilities
• Communicate clearly and professionally, both verbally and in writing, and possess excellent interpersonal skills