Cincinnati OH
United States
Equipment MFG
Date Posted

Field Service Regional Manager

Service Team Leader
Job Description:
Primarily responsible to lead and coordinate with the service technicians for achieving as well as maintaining the committed metrics. Should effectively lead the team to ensure customer service excellence and mentor technicians as trusted advisors.

Lead and develop the service technicians.

Scheduling of workload & travel arrangements for service assignments balancing region and territory needs.

Ensure technicians have appropriate tools and resources prior to starting job.

Ensure technicians are receiving support from internal teams as required.

Follow-up on service reports, expense & service report costing.

Data Maintenance of service tools

Securing purchase orders and warranty pre-approvals when required.

Tracking of outstanding issues and escalation to RSM, Product Quality and/or Sales as appropriate.

Assist RSM with managing Sales & Customers expectations of service.

Arrange the delivery of centralized tool supply as required.

Driving our key metrics and continuous improvement.

Post-Secondary Education or equivalent work experience.

Minimum 3 years customer service experience.

Minimum 3 years’ experience in a technical field or environment.

Strong Project and time management skills.

Ability to demonstrate empathy to customer needs.

Customer oriented problem solving.

Flexibility to adapt to changing situations and cultures.

Strong judgment and decision-making skills.

Excellent communication and teamwork.

Strong organizational and computer skills (MS office, BaanLN).

Basic understanding of Injection Molding Machines, Molds and Auxiliaries

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