Manager, Field Services

About the role

The Manager, Field Service is a regional position accountable for contributing to HarbisonWalker International’s overall business performance by working with internal and external customers to gather specific information on refractory installation projects, supporting refractory installation trials, and troubleshooting refractory installation problems. This role participates in Value Added Services, Marketing, and Sales meetings to identify opportunities for continuous process improvement, as well as creating new processes and metrics.

Responsibilities

• Educate employees, customers, contractor installers, and sales representatives on processes and improvement ideas.
• Facilitate meetings to develop and monitor critical service metrics for the value-added services organization; establish appropriate performance measures and staff for tracking progress of specific prescribed activities and goals to ensure delivery of business results.
• Offer strategic customer sales and technical support; track competitive activity in the region.
• Collaborate with the HarbisonWalker International Sales and Technical Marketing team(s) to develop and support new growth potentials and build a best-in-class operation.
• Partner with the HR business partner to develop a value-added services competency/learning program to develop the installation team(s); leverage best practices and ensure knowledge is institutionalized and captured; maintain headcount needs.
• Assist with installation needs within the region.

Requirements

• B.S. Degree in Engineering (preferably Chemical or Mechanical) or Operations Management.
• Experience in refractory installation for both Ferrous and Non-Ferrous applications.
• Knowledge of refractory installation equipment operation, repair, and troubleshooting.
• Proficiency in Microsoft Office Suite and strong computer operation skills.
• Strong strategic thinking and business problem-solving skills.
• Strong interpersonal and communications skills with the ability to work effectively in a team environment.
• Strong analytical skills with the ability to assemble and quickly analyze data.
• Excellent organization skills with accurate and precise attention to detail.
• Self-motivation with the ability to adapt quickly.
• Six plus (6+) years of refractory installation experience or equivalent construction or manufacturing experience.
• Two plus (2+) years of people management across multiple locations preferred.

Physical and Environmental Requirements

• Physical Activity: More than 2/3 of time taking and hearing; 1/3 to 2/3 of time standing, walking, using hands and fingers, and reaching with hands and arms; less than 1/3 of time sitting, climbing or balancing, stooping, crawling, kneeling, or tasting and smelling.
• Lifting: Lifting up to 50 pounds more than 2/3 of the time; up to 100 pounds less than 1/3 of the time.
• Vision: Requires accurate distance, peripheral vision, and ability to adjust focus.
• Environment: More than 2/3 of the time in areas exposed to fumes and airborne particles; 1/3 to 2/3 of time working near moving mechanical parts, in high precarious places, exposed to toxic or caustic chemicals, in outdoor conditions, extreme heat (non-weather), risk of electrical shock, or vibration; less than 1/3 of time in an office setting with limited exposure.
• Noise: Exposure to very loud noise (over 85 decibels).