Field Service Manager

About the role

The Field Service Manager oversees the efficient and profitable operation of the field service department, advising and making recommendations to the Service Manager on matters affecting field service activities.

Responsibilities

• Ensures all warranty invoicing to internal and external customers is completed.
• Supplies all required documents and reports to the Service or Branch Manager.
• Maintains and supplies truck administrative paperwork, safety requirements, and DOT records to keep the fleet operational.
• Works closely with the Branch/Service Manager on policy matters related to field service operations.
• Consults with the Branch/Service Manager to set and achieve annual departmental objectives.
• Collaborates with the Training Manager to schedule field technicians for necessary training and skill development.
• Provides safety equipment and training to all field service technicians as needed.
• Resolves customer concerns regarding service work.
• Provides clear and accurate quotes to internal and external customers and PSSRs to sell field service hours.
• Recommends cost-effective repair procedures to customers and PSSRs.
• Applies working knowledge of equipment systems, including mechanical, electrical, and hydraulic systems.
• Maintains good housekeeping and safety standards in the work area.
• Performs other duties as assigned by management.

Supervisory Responsibilities

• Oversees field service technicians.
• Assists in hiring, training, and directing field service personnel to ensure high performance.
• Conducts performance reviews for all field service technicians.
• Encourages adherence to company Principles in Practice, Core Values, and policies.

Requirements

• High School Diploma or GED; some college or trade school preferred.
• 5+ years of experience servicing heavy equipment.
• 3-5 years of administrative/clerical experience.
• 5+ years of customer service experience.
• 3-5 years of sales experience.
• 3-5 years of supervisory/management experience.

Physical Demands & Competencies

• Ability to stand, walk, talk, sit, use hands, and hear.
• Squatting, kneeling, and ability to ascend/descend ladders or stairs.
• Medium work involving lifting and/or moving objects up to 32 pounds or more.
• Proficiency in data entry, telephone use, reading/writing, reasoning, organizational, communication, and math skills.
• Safety and product knowledge.
• Basic knowledge of Microsoft PowerPoint and Access.
• Intermediate knowledge of Microsoft Outlook and Excel.

Benefits

• Medical Insurance
• HSA Plans with employer contribution up to $1,750 annually
• Vision and Dental coverage
• 401K with company match
• $100K employer-paid AD&D
• Supplemental Life Insurance
• PTO accruing from start date
• Sick Time
• Bereavement leave
• Short-term and Long-term Disability
• EAP Program
• Dealership Komatsu Training Program and advancement opportunities
• Annual boot allowance
• Prescription safety glasses allowance