Service Field Manager

Operations Whittier, California


Description

Position at SCMH - Southern California Material Handling

 

Service Field Manager

 

Position Summary

Under the guidance of the Service General Manager and the COO/General Manager the Service Field Manager directly supervises a team of Field Service Technicians in a geographical area, as well as providing leadership to a service support group all to ensure the quality of service for the customer with whom the Service Field Manager will interact with on a regular basis.

 

Primary Duties

  • Manages a team of Field Service Technicians to provide Technician Development and build a solid Team to ensure Service performance goals are being met.
  • Meets with Field Service Technicians in the office/field on a frequent basis to review performance metrics of the Field Service Technician and provide direction.
  • Will ride in the Field Service Technicians Van on a frequent basis to provide feedback and coaching to the Field Service Technician.
  • Collaborate with the Service General Manager and other Service Field Managers to provide and schedule ongoing Technician training.
  • Provide ongoing coaching and development to retain valuable Technicians and groom them for the next level service employment opportunities within SCMH.
  • Meet with various customers, Top Accounts, Key Accounts and others to provide ongoing customer support, development of opportunities and ensure Customer Retention.
  • Interact directly with customers on any service complaints in order to resolve appropriately and retain customers.
  • Team up with Sales General Manager and Sales personnel as needed to strategize service opportunities with customers and provide direction on service pricing.
  • Responsible for the management of the WIP and other key service metrics to ensure Technician productivity and performance goals are being met.
  • Meet with the service support team on a regular basis to review and provide direction on the WIP, Dispatching, Invoicing, PM Management and all Service KPI’s.
  • Work within SCMH current software system, Equipsoft, to run reports, analyze service data and ensure proper performance is being managed and guided.
  • Review monthly TM&R accounts in your area to manage costs and efficiencies to maximize performance.
  • Review PM Performance of your team to ensure proper PM Yield, no missed PM’s and minimal PM’s denied/skipped by customers. 
  • Attend and perform weekly, monthly, quarterly service meetings with the Service Management team to review performance against goals and set action steps for any corrective actions needed.
  • Conduct regular and routine Recruiting efforts to build relations with the various colleges and sources available in order to hire quality Field Service Technicians.
  • Hold your service team accountable and where necessary provide written HR counseling notices which could lead to eventual termination.
  • Other service related activities and duties as required.

 

Minimum Requirements

  • High School diploma or general education degree (GED). College degree preferred.
  • Proficient in Microsoft applications including Word, Excel, Outlook and PowerPoint
  • High skill level for staying organized and effectively following up on important details.
  • Ability to thrive in a fast-paced environment, somewhat unstructured environment.
  • Comfortable interacting with senior management team in the day to day management of service operations.
  • Must possess exceptional customer services skills in person, by phone and via e-mail.

Benefits include:

  • Safety equipment reimbursement program including boots, glasses, and gloves for our technician department.
  • Health Benefits including medical, dental, vision, disability, and life insurance.
  • Company paid holidays, vacation, and sick time.
  • 401(k) with company match. 

Benefits include:

  • Safety equipment reimbursement program including boots, glasses, and gloves for our technician department.
  • Health Benefits including medical, dental, vision, disability, and life insurance.
  • Company paid holidays, vacation, and sick time.
  • 401(k) with company match. 

This company is an equal opportunity employer and makes employment decisions without regard to race, gender, disability or protected veteran status.

Agency Disclaimer:
MCFA Group Companies do not accept unsolicited resumes from third party vendors. Any unsolicited resumes from a third party will become the property of MCFA Group Companies to use at the company’s discretion, with the understanding that MCFA Group Companies will not be billed a fee for any such resumes. If a company is designated as an approved vendor, then said company can only provide assistance on those positions expressly requested by MCFA Group Companies via a formal written agreement of support. If you would like to be considered as an approved vendor, please contact the Manager of Talent Acquisition.