Regional Field Service Manager (Western US)

About the Role

A.O. Smith is a global leader applying innovative technologies and energy-efficient solutions to products manufactured and marketed worldwide. The company is one of the world’s leading manufacturers of residential and commercial water heating equipment and boilers, as well as water treatment products for residential and light commercial applications.

This position involves regional field service management with up to 80% travel to support the assigned territory, including NM, AZ, CA, CO, ID, UT, NV, WY, MT, WA, and OR.

Responsibilities

• Travel 80% to support and maintain the assigned region.
• Align with Regional Sales managers to provide localized service support.
• Direct investigation of customer complaints regarding quality, tolerances, specifications, and delivered condition of products.
• Maintain customer relationships during investigations.
• Recruit, train, and sustain contracted service providers for adequate service coverage.
• Work closely with the National Service Department to develop and maintain the service provider network.
• Assess training needs, skill levels, and identify training opportunities for service providers.
• Maintain relationships with representatives and provide clear guidance on company policies, processes, and procedures.
• Negotiate validated labor claims with representatives and non-contracted service providers.
• Communicate with manufacturing, quality assurance, sales, and engineering to resolve customer complaint issues.
• Record, analyze, and inform concerned associates of production quality assurance and sales departments regarding the status and disposition of customer complaints and claims.
• Utilize interpersonal skills to communicate professionally at all operational levels within the customer/supplier environment.
• Provide written technical engineering reports on projects involving integrated Water Heating Systems.
• Provide technical and service assistance to customers via telephone.
• Perform field service on all company products as required.
• Assist in the preparation of Technical Service Bulletins to provide product-related information to the field.
• Mentor and develop new Field Service Engineers/technicians.
• Provide site inspection, start-up, and conversion coordinator backup as needed.
• Utilize statistical tools and techniques to analyze product and component field failures and warranty data to report recommendations.
• Provide VOC (Voice of Customer) data and work with the product engineering department for reliability testing and new product testing.
• Participate with reliability engineering to identify test sites, assist in monitoring, and report test data for projects.
• Actively participate in corrective and preventative action teams across the business.
• Serve as a liaison with customers to assure prompt responsive action to any quality issue.
• Develop, sustain, and continuously improve field service engineering processes to assure service quality.
• Assist the Legal Department and Risk Management on claims and site evaluations.
• Perform any other activities as needed or directed.

Requirements

• Bachelor's Degree in a related field. Will consider those with an associate degree in a technical field and equivalent experience.
• 5+ years of related work experience.
• 5+ years of HVAC/Plumbing/Mechanical-related experience.
• Trade Certification, such as Certified Quality Engineer, EPA608, or NATE preferred.
• Proficiency with computers and programs, specifically Microsoft Office software, SalesForce, and SAP.
• Proficient customer service experience.
• Demonstrated experience in Electrical or Mechanical aptitudes and HVAC systems.
• Demonstrated experience in Control Systems (PLCs) and Building Integration Systems preferred.
• General understanding of local, state, and national codes/regulations.
• Ability to solve practical problems and deal with concrete variables in situations with limited standardization.
• Ability to work independently and as a team to meet deadlines and goals.
• Demonstrated comprehension of electrical systems, including low voltage, high voltage, single, and three-phase systems.
• Demonstrated comprehension of gas supply systems (Natural/Propane) and regulation.
• Demonstrated comprehension of #2 fuel oil and delivery systems.
• Demonstrated comprehension of water supply systems, pressure boosting systems, regulation, and piping scenarios.
• Demonstrated comprehension of HVAC and refrigeration systems.

Benefits

• Competitive base salary.
• Comprehensive benefits plans including medical and dental insurance.
• Company-sponsored life insurance.
• Retirement security savings plan.
• Short- and long-term disability programs.
• Tuition assistance.