Position Id
3736
Location
Etobicoke ON
Job Type
Full-Time Regular

Field Services Manager

Our client, an international leader in the transportation industry is seeking a Field Services Manager to join their team. The Field Services Manager is responsible for managing a team of Field Services Technicians and Warehouse personnel that provide field-based support to customers in the areas of on-site installations, upgrades, remedial activities, preventive and lifecycle maintenance for their devices. This manager will have resources based in a pre-defined region. The Field Services Manager provides technical guidance and direction to team members, including training, coaching and mentoring to deliver the highest levels of customer service and satisfaction.

Responsibilities:

  • Assigning daily tasks and work to field service technicians and other personnel under his or her management
  • For project-related service delivery, works as appropriate: Managing field service technicians assigned to regional projects and service
  • Serving as a liaison between the customer and internal Project Management and Development personnel, facilitating specification compliance with existing equipment
  • Communicating expectations to employees, co-workers and subcontractors
  • Being actively engaged in the review on-site work, including installation, commissioning, and testing
  • Working with US Market Team members to provide required data or information for the purpose of resolving service incidents
  • Serving as a liaison between the customer and the appropriate cross-functional team member to resolve service issues
  • Participating in meetings with customers and partners, as required, to address critical concerns about product and/or service delivery problems – creates and communicates plans to address these problems
  • Developing and delivering information for monthly reports as required
  • Tracking and driving the resolution of quality issues
  • Implementing necessary process improvements to drive continuous growth and positive change
  • Working with the Regional Services Manager to drive the achievement of defined revenue and profitability goals
  • Managing and optimizing the local budget as appropriate including monitoring of on call and overtime activities, utilization of field resources to best support all required customer activities, and ensuring proper adherence to stated policies and use of company resources
  • Planning and insuring the availability of resources needed for effective service operations
  • Assigning daily tasks and work to field service technicians and other personnel under his or her management
  • Evaluating the performance and compensation related to direct team members
  • Ensuring adherence to company policies and practices
  • Generating the appropriate HR paperwork for the management of his or her personnel
  • Maintaining safe and healthy work environment
  • Develops collaborative teamwork within the team as well as with other functional experts and resources who are tasked to deliver components required to resolve customers' service issues
  • Defines the responsibility areas / boundaries for the Field Services team so that roles and responsibilities are clear and unambiguously assigned. Provide or arrange for training and continuing education support for staff
  • Seeks new service business opportunities and works toward obtaining additional service contracts with existing and new customers
  • Multi-tasking to ensure many critical and often parallel activities are handled efficiently and effectively with the appropriate prioritization and delegation as needed

Qualifications:

  • This position requires travel to customer and non-customer sites within the assigned region as needed to support field team. Must always maintain a valid driver's license per the company policy
  • BS Degree in either technical or management discipline or its equivalent. Must have technical competencies and proficiency to manage and grow the effectiveness of the team.
  • Minimum 5-7 years of Field Services/Operations related experience.
  • Minimum 5+ year of Services Management experience.
  • Conducts daily business with a strong sense of customer understanding and sensitivity to ensure the needs of the customer are accurately represented to other organizational functions; Manages difficult or emotional customer situations; Responds promptly to customer needs.
  • Exhibits confidence in self and others; Inspires and motivates others to perform well; effectively influences actions and opinions of others; Accepts feedback from others; Gives appropriate recognition to others; Can network effectively and manage others without authority.
  • Synthesizes complex or diverse information; Collects and researches data; Uses intuition and experience to complement data; Designs workflows and procedures.
  • Adapts to changes in the work environment; Manages competing demands; Changes approach or method to best fit the situation; Able to deal with frequent change, delays, or unexpected events.
  • Prioritizes and plans work activities; Uses time efficiently; Plans for additional resources; Sets goals and objectives; Organizes or schedules other people and their tasks; Develops realistic action plans.
  • Experienced negotiator with strong conflict management skills
  • Follows instructions, responds to management direction; Takes responsibility for own actions; Keeps commitments; Commits to long hours of work when necessary to reach goals; Completes tasks on time or notifies appropriate person with an alternate plan.
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