Beschreibung

This Field Service Staff Manager will be responsible for the territory of  NY, NJ and MA and have direct management responsibility of the Field Services staff.

This is a remote position, ideally location is near Bristol, PA or greater New York or Northern New Jersey area with occasional travel to our Bristol, PA offices.

Essential Responsibilities : 

• Direct management of the Field Service Technicians and Work Preparators within the dedicated service region NY/NJ and MA (KPIs : quality of work; profitability; target agreements; employee development; EHS and customer satisfaction).
• Responsibility for classification according to the qualifications of the service technicians in the service region.
• Responsibility for the quality of work execution of Customer Contractual obligations; repairs, overhauls and warranty procedures across all product lines in the service region, in close cooperation with the WP.
• Collaboration in the strategic planning of the service region.
• Ensuring compliance with the work safety guidelines of all subordinate employees and contractors or external companies employed in the service region.
• Supporting the Service Sales Manager by developing and introducing standardized processes.
• Collecting and forwarding feedback from service technicians and customers to Service Center Managers and Service Area Managers in order to improve the reputation on the market.
• Working closely with the Service Area Managers to ensure that customer requirements are met by providing a high quality, timely service (e.g. on-site spare parts delivery, new business opportunities).
• Cost optimization of service calls and fulfilment of service contract requirements.
• Escalation of complex technical issues to the Technical Services Group
• Implementation of and compliance with all safety-relevant requirements (EHS, EHS audits, escalation of EHS relevant topics to responsible parties).
• Increase customer satisfaction by ensuring fast response times and provision of the necessary service know-how.
• Review Technician time cards and hours billed
• Ensure on time job closing in working with operations staff

Qualification Requirements :

• Several years of experience in the electrical and/or mechanical field (preferably in plant engineering / energy sector) and in service (preferably)
• Completed technical or electrical / electronic vocational training 
• Excellent written and spoken communication skills in English
• High degree of flexibility and resilience
• Ability to motivate employees internally
• Ability to analyze and optimize processes and procedures
• High degree of customer orientation, problem-solving and negotiating competences
• Confident handling of Oracle and Microsoft applications
• Willingness to travel

Desired Qualifications :

• Knowledge of gas engine series of the Jenbacher products