Director of Field Service - Great Lakes Region
Lisel, IL
$100,000 - $150,000
Job Description
Incumbent must report to the Great Lakes Regional Office located in Lisle, IL, when not traveling.
Summary:
Provide the highest quality, most responsive customer-driven service, and support, thereby advancing position in the food, medical, and consumer industries. Direct and coordinate customer service activities to install, service, maintain, and repair items sold, leased, or rented with service contract or warranty by performing the following duties personally or through direct reports. Ensure service calls and installation protocols are understood and enacted upon appropriately by all Field Service Technicians. The Great Lakes Region will include; ND, SD, MN, WI, IL, MI, and IN.
Time Utilization:
This position will travel up to 70% of the time. Schedule needs to be flexible to accommodate internal and external customers’ schedules. Willing to work outside normal business hours as the job dictates. Provide after-hours support as needed.
Essential Duties and Responsibilities include the following. Other duties may be assigned:
· Understand commercial demands and circumstances, and execute appropriate strategies and tactics with dedication to meeting the requirements of all customers.
· Actively participate in special projects as required by the V.P. of Customer Service. Manage changing priorities and diverse range of assignments.
· Operate within annual expense budget and work to meet established regional revenue goals. Maintain utilization rate of greater than 90% of Field Service Technicians in the field.
· Responsible for the selection of qualified associates, orientation, and training of staff reporting to the position.
· Define, establish, and enhance the roles, goals, and responsibilities for all associates within the department. Ensure that all associates are effectively trained and skill sets match performance requirements. General and specific goals are assessed and reviewed on a consistent basis as a team and individually within the department.
· Perform technical and developmental coaching with each Field Service Technician through regular travel in the field. Set expectation for Field Service Technicians and provide feedback. Provide timely direction and feedback to associates through the performance management process.
· Ensure ongoing safety, compliance, and quality training of Field Service Technicians. Supports quality and compliance policies and procedures, and enforce these guidelines to associates.
· Remain current on trends affecting the industry and technology.
Qualifications:
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
Education/Experience:
· Bachelor's Degree in mechanical or electrical engineering, or similar discipline and 2 years related experience in field service management; or equivalent combination of education and experience.
Language Ability:
· Ability to read and interpret documents such as safety rules, operating and maintenance instructions, and procedure manuals. Ability to write moderately complex reports and correspondence. Ability to speak effectively before groups of customers or associates of the organization.
Math Ability:
· Ability to work with mathematical concepts such as probability and statistical inference, and fundamentals of plane and solid geometry and trigonometry. Ability to apply concepts such as fractions, percentages, ratios, and proportions to practical situations.
Reasoning Ability:
· Ability to solve practical problems and deal with a variety of variables in situations where only limited standardization exists. Ability to interpret a variety of instructions furnished in written, oral, diagram, or schedule form.
Computer Skills:
· To perform this job successfully, an individual should be proficient in Microsoft Office, particularly Word, Excel, and PowerPoint. Working knowledge of ERP systems required.
Certificates and Licenses:
· Current valid U.S. driver’s license and the ability to obtain a passport for travel as required by position.
Supervisory Responsibilities:
Directly supervises 3-20 associates on the service team. Carries out supervisory responsibilities in accordance with the organization's policies and applicable laws. Responsibilities include interviewing, hiring, and training associates; planning, assigning, and directing work; appraising performance; rewarding and disciplining associates; addressing complaints and resolving problems. Developing a team through coaching, counseling, and mentoring. Ensures effective communication within the department and that the service team follows up appropriately. Inspires confidence and energizes and motivates associates across functional teams.
Work Environment:
The work environment characteristics described here are representative of those an associate encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
While performing the duties of this job, the associate is frequently exposed to work near moving mechanical parts and risk of electrical shock. The associate is occasionally exposed to wet or humid conditions (non-weather); extreme cold (non-weather) and extreme heat (non-weather).
The noise level in the work environment is usually moderate. Visits to customer plants can have loud noise levels.
Physical Demands:
The physical demands described here are representative of those that must be met by an associate to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
The associate must regularly lift and /or move up to 25 pounds, and frequently lift and/or move up to 50 pounds. Specific vision abilities required by this job include close vision, distance vision, peripheral vision, depth perception, and ability to adjust focus. While performing the duties of this job, the associate is regularly required to talk or hear. The associate is frequently required to stand; walk; sit; use hands to finger, handle, or feel and reach with hands and arms. The associate is occasionally required to climb or balance; stoop, kneel, crouch, or crawl.