Field Service Manager

Department: PS 3PL – Project Delivery | Location: Remote - USA | Position type: Full time; Exempt | Location: Hybrid - Teaneck, NJ 07666 or Remote within US

About the role

The Field Services Manager is responsible for deploying Made4net 3PL's Synapse 3PL Expert WMS for new accounts and delivering professional services onsite at existing customer locations. Our client base consists of customers of all types and sizes with operational structures and workflows that range from simple to complex. In this role, you will serve as a key onsite resource ensuring clients successfully engage with the products and realize the full potential of our software solutions.

Responsibilities

• Implementation Delivery (New Accounts)
  • Utilize implementation methodologies and best practices to deliver projects successfully.
  • Establish, track, and manage project expectations related to critical path activities for implementation of our software.
  • Ensure all project deliverables are met on time.
  • Track progress and provide status reports to leadership, project teams, and business customers as appropriate.
  • Identify and mitigate implementation risks.
  • Manage and control project scope, and set and manage client expectations, revising as appropriate to meet changing challenges.
  • Lead and assist with implementation of critical upgrades and go-lives on-site with the client.
  • Create documentation and training material supporting existing and future product functionality.
  • Learn and service new software features as they are developed and released.
  • Obtain business acceptance sign-off upon completion of implementation milestones.
• Onsite Professional Services & Tune Ups (Existing Accounts)
  • Deliver professional services onsite at existing customer locations, including configuration changes, process optimization, training, and hands-on operational support.
  • Perform Operational Assessments (“Tune Ups”) – multi-day customer site visit evaluating customer's current use of the system that assess how effectively they are leveraging available functionality and identify gaps, inefficiencies, and untapped capabilities.
  • Produce a formal, professional written deliverable at the conclusion of each Tune Up that documents findings and provides clear, prioritized, and actionable recommendations the customer can act on independently or engage Made4net to implement.
  • Present Tune Up findings and recommendations to the customer, articulating the value and operational impact of acting on them.
  • When the customer elects to proceed, scope and deliver the professional services required to implement the recommended changes.
  • Identify the customer's user population for adoption and training, assess associated risks, and recommend new product or service offerings to drive maximum utilization of Made4net 3PL's products.
  • Cultivate strong customer retention through relationship building, technology, and process improvement, in partnership with the Customer Success team.
• Communication, Tracking & Reporting
  • Provide timely verbal and written communications to leadership, project teams, and business customers as appropriate.
  • Maintain updated customer account and user information, track performance issues, and ensure their resolution.
  • Monitor Zendesk for critical open-item tickets, keeping customers informed of status, and facilitate conversations that help us meet our promises to customers.
  • Create reports for the Senior Manager, Field Services and/or Executive Leadership team as requested, including: assessments of implementation delivery including hours and milestone tracking; escalation of any current or ongoing issues of customer dissatisfaction; approved action plans to improve product adoption, usage, and satisfaction; and current or future training/educational needs.
  • The incumbent may be called upon to review the work of or mentor Field Services team members for training or employee development purposes, as needed.

Requirements

• Education / Experience
  • Bachelor's degree in business/technical field or equivalent on-the-job, vocational training or equivalent.
  • Must have at least 5 years' experience working in a technical customer support, implementation, or professional services role.
  • Preferred prior experience or skills include operational management, project management, software testing, account manager/client responsibilities, and knowledge of the Logistics/Supply Chain management industry.
  • 3rd Party Logistics (3PL) operations experience is preferred.
• Skills & Competencies
  • Proven track record of being a motivated self-starter with the ability to work independently in a fast-paced production environment and meet critical deadlines.
  • Strong written communication skills, with the ability to produce clear, professional, client-ready assessment and recommendation documents.
  • Adept at delivering presentations and training confidently in a variety of settings and at all levels within an organization.
  • Willingness and ability to travel frequently to customer sites to deliver onsite implementation and professional services.
  • Core Competencies:
    • Business Insight: Applying knowledge of business goals and the marketplace to advance the organization's goals.
    • Action Orientated: Taking on new opportunities and tough challenges with a sense of urgency, high energy, and enthusiasm.
    • Customer Focused: Building strong customer relationships and delivering customer-centric solutions.
    • Manages Complexity: Making sense of complex, high-quantity, and sometimes contradictory information to effectively solve problems.
• Computer / Software Knowledge
  • Knowledge of Synapse 3PL Expert Warehouse Management Software or experience using a similar Warehouse Management System.
  • Proficiency with Microsoft Office Suite (Word, Excel, and PowerPoint) and Project Management software (SmartSheet, MS Project, MS Planner, or other project management software).
  • Experience integrating with 3rd party software is preferred.
  • Experience with Oracle, SQL Developer or Toad, Crystal Reports, NiceLabel, Loftware, or any other label software is a plus.

Benefits

• Health insurance (medical, dental, vision) with a robust wellness program to support your physical and mental well-being
• Generous paid time off policy
• Company-matched 401(k) retirement plan
• Tuition reimbursement program
• Employee assistance program providing confidential counseling and support services for personal challenges
• Discretionary employee bonus program
• Employee Discounts and perks through our PEO

Pay

Starting from $100,000 per year salary.