Field Service Manager

At Wagner, our people are the driving force behind everything we do. We’re committed to helping our employees grow through meaningful work, career development, and opportunities to learn and advance. Join a team that values collaboration, innovation, and the people who make our success possible. We offer excellent benefits and supply you with the tools you need to maximize your potential.

Benefits

• Paid Time Off (PTO) Plan - Up to 96 hours of PTO in your first year + 8 company paid holidays
• Medical, dental, and vision insurance
• Life and AD&D Insurance
• Retirement Plans - 401K eligible employees can receive a company contribution up to 7%
• Tuition Reimbursement
• Employee Assistance Program (EAP)
• CEFCU - Employees have access to services including payroll deductions, savings, accounts, loans, VISA card and more
• Supplemental life Insurance, Critical Illness + Accidental Insurance, ID WatchDog and discounted employee phone plans

Responsibilities

• Oversees all the administrative needs and maintains the paper flow, including all invoicing, customer feedback, and calling for P.O. numbers.
• Ensures all warranty invoicing, to internal and external customers, is completed.
• Supplies all documents and reports needed to the Service or Branch Manager.
• Develops and manages yearly budget for the Field Service operation.
• Maintains and supplies all truck administrative paperwork, safety requirements and DOT records as necessary to keep the fleet trouble free.
• Works closely with the Branch/Service manager in policy matters as it pertains to the field service operations.
• Consults with the Branch/Service manager in reaching an agreement on annual departmental objectives and carries out programs in order to reach the set objectives.
• Collaborates with the WTI Service Training Manager to schedule field technicians into respective schools and classes available to ensure technicians have current and necessary skills.
• Provides any safety equipment and training to all field service technicians as needed.
• Works with customers to resolve concerns about service work.
• Provides easy to read and accurate quotes to internal and external customers and PSR’S in order to sell hours in the field service department.
• Recommends the most cost effective repair procedure and guideline to all customers and PSR’s.
• Applies working knowledge of Caterpillar systems to include basic mechanical and electrical, and hydraulic systems.
• Plans any long-term and short-term truck equipment and tooling purchases and makes recommendations to the Branch/Service manager.
• Handles and executes warranty in the best interest of the company and works with the warranty specialist regarding any special warranty situations.
• Makes long and short range plans on equipment and facilities requirements and makes recommendations to the Branch/Service Manager.
• Maintains and executes good housekeeping and safety in the work area for the best possible image of the company and safety of the employees.
• Other duties as assigned by manager.

Supervisory Responsibilities

• Oversees some or all of: Field Service Dispatchers, Journey Technicians, Resident Field Service Technicians, Service Clerk, Field Service Clerk, PIP/PSP Technicians, and Service Writers.
• Hires, trains, and directs the work of all field service personnel to efficiently perform at the highest level possible.
• Conducts performance reviews for all Field Service technicians and administrative employees.
• Encourages the adherence to the company Principles in Practice and Core Values, and other company policies and guidelines.

Requirements

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

Skills

• Standing, walking, talking, sitting, use of hands & hearing
• Squatting/Kneeling
• Ability to ascend/descend ladders, stairs, etc.
• Medium work that includes lifting and/or moving objects up to 32 pounds or more
• Data Entry, telephone, reading/writing, reasoning, organizational, communication & math skills
• Safety & Product Knowledge
• Basic knowledge of Microsoft PowerPoint and Access
• Intermediate knowledge of Microsoft Outlook and Excel
• Intermediate knowledge of Wynne and ET/SIS/SIS Web/STW
• Advanced knowledge of DBS

Pay

$80,596.14 - $110,448.67 Annually. Pay rate is dependent upon education & experience.

Travel Requirements

Up to 25%

Work Environment

• Noise: Moderate
• Indoors and Outdoors