Supervisor, Field Service

Responsibilities

• Assist in the further development, expansion and support of the service and installed base associated with the Madera/FTNON/FPT product lines in North America.
• Serve as the initial point of contact for service technicians and customers to supply technical expertise and/or obtain engineering and/or further sales support.
• Affords logistical support including travel and obtaining additional parts, tools, equipment, etc.
• Responsible for all FSE scheduling activities associated with servicing the needs of the customers and installed base in NA.
• Directs service personnel attendance for normal calls for service, breakdowns, service contracts, shop assistance, leased equipment calls/support, rebuilds/overhauls, inspections/audits, installation projects, and training.
• Supervise our Field Service Engineers on control of hours and expenses.
• Supervise team administrative personnel and their duties.
• Contribute to improvements in internal processes, standards and designs to ensure the efficient development of systems and products to meet our customers and our business expectations.
• Participate in all continuous improvement initiatives in areas of responsibility.
• Participate in and/or schedule and hold regular conference call(s) with Operations to follow up on activities, initiatives and projects to improve the support of the management, engineering, back-office staff, Helpdesk, etc.
• Serves as on call coordinator of technical service support between the customer and the service technician and ensures all requests are followed up in a timely manner.
• Assist with all customer satisfaction initiatives and feedback, and help develop strategies, actions and/or activities to improve.
• Lead by example, identify/recognize and take corrective actions to ensure safe work behaviors, conditions and/or practices are occurring on a daily basis amongst the team.
• Adhere, and make sure team adheres to JBT Marel operating policies and code of ethics. This includes compliance with JBT Marel's off-site safety policy, and all other safety policies and procedures as trained on.
• Actively progress industry and JBT Marel product offering knowledge base, and associated skills. Attend appropriate training or industry events to stay informed of and make good use of new technology, products and personal development opportunities.
• Review and approve FSE service reports, timecards and expenses reports. Perform/manage other administrative tasks as required by the position (i.e.: collect PO's, open/close projects, billing, collections, absorption reporting, etc.).
• Meet with potential customers as needed to determine needs along with recommending solutions. Be recognized as a technical leader and offer significant contributions to a variety of problems and/or projects.
• Help manage customer complaints and warranty requests. Help develop processes to ensure follow-up happens on a timely basis.
• Align with the Service Manager and Regional Sales Manager(s) to assist in the development and profitable growth of the Madera/FTNON/FPT business in NA.
• Manages, plans and schedules customer courtesy calls (sales assist) to promote JBT Marel equipment, parts, and services.
• Ensures signed sales contracts and/or service provider contracts are in place for applicable service projects.
• Actively participate in customer visits and ensure customer base is touched multiple times per year. Understand and document installed base, and other potential customer opportunities. Help develop plans to win more business from existing and potential future installed base.
• Prepare written information, documentation or reports as needed. Service call reports will be required for every customer visit.
• Keenly focus on improving the customers' experience in doing business with JBT Marel, and expect the same from colleagues.
• Participate in onsite customers' events and visits.
• Ensure that service trip costs and schedules are met.
• Indirectly responsible for assisting with managing the AM inbound and sales forecast for the regional product line.
• Indirectly responsible for day-to-day coordination, coaching/developing/training and providing technical directions to FSE's.
• Indirectly responsible for managing department budget, employee timecards and expenses.
• Other duties as assigned by your manager.

Travel & Location

You will be remote and travel up to 50% of the time.

Benefits

JBT Corporation offers benefits on day 1 of your employment. Including: Medical, Dental, life insurance, short-term and long-term disability, family leave, vision coverage, and a matched 401(k) plan.