Responsible for managing all service functions including maintaining customer retention and new service business relationships in the field.
Provide support in troubleshooting, skill development and improving work performance of technicians.
This position reports to the Operations Manager.
Reporting to this position are Field Service Lead Technicians and Field Service Technicians.
Customer Retention and New Service Business
Maintain direct contact with current and prospective customers at end user locations. Prepare, present and seek approval for customer repair quotes. Actively pursue additional service business at existing accounts. Conduct service presentations and follow up on leads for new service business. Collaborate with other company personnel on account retention and acquisition strategies. Provide customers with maintenance cost reports as needed. Address customer and service complaints and issues related to service work. Maintain good customer relations.
Manage Assigned Technicians
Direct and manage assigned technicians. Control costs for field activities. Train and oversee the technicians in proper safety practices for servicing and operating equipment at end user locations. Oversee inspection, diagnosis, troubleshooting, and repair of lift trucks and other equipment. Ensure proper operation, maintenance and cleanliness of technicians’ service vehicles. Review technicians’ paperwork and time sheets for accuracy and completeness. Track, manage and address areas to improve technician productivity, efficiency and overall job performance. Communicate with company management and other company personnel on field service work status.
Recruit, Develop and Evaluate personnel
Participate in recruiting, interviewing and hiring activities. Responsible for training, motivating, coaching, and developing direct reports to successfully take on additional responsibilities. Perform employee performance reviews and make compensation recommendations. Work with Human Resources and other company management on disciplinary actions including terminations.
Administer company goals and policies through regularly scheduled service/safety meetings. Maintain proper paper flow, records and reports as needed for efficient operation of the department. Coordinate and follow through on factory service requests, tests and field modifications. Assist accounts receivable staff with past due service accounts. Perform investigations and complete all necessary documentation for lift truck accidents at customer locations. Oversee the maintenance of service vehicles, tools and equipment. Perform other duties as assigned.
This position requires a minimum of three years of prior lift truck maintenance experience with strong electrical, mechanical, hydraulic and product knowledge. Strong writing, oral communication, computer skills, as well as presentation skills are necessary for this position. A valid driver license and high school diploma is required.
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Role: Field Service Manager
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