Manager Field Service

4 weeks ago

Cagayan de Oro, Northern Mindanao, Philippines Aebi Schmidt North America Full time

The Field Service Manager role will lead a team of Field Service Representatives across the US and is responsible for ensuring high-quality customer support.

Position

This role will handle customer inquiries, monitor After Sales service, collaborate across all departments to improve operations, and provide technical support as necessary.

Responsibilities:

  • Lead and manage a team of Field Service Representatives located throughout the United States.
  • Dispatch the FSRs to customer locations efficiently to maximize profits and increase customer satisfaction.
  • Set performance goals and provide regular feedback to team members.
  • Hold team members accountable and ensure that all tasks are completed on time.
  • Develop and implement strategies/processes for providing excellent customer support, superior service, and quality work.
  • Ensure that customer inquiries and issues are handled promptly and professionally.
  • Monitor and evaluate the quality of after-sales service and support provided to customers.
  • Keep accurate records of all company property in possession by their team.
  • Address any issues the technicians might be having, whether it is accident claims, licenses expiring, etc.
  • Provide training and development opportunities for the after-sales team to enhance their skills and product knowledge.
  • Work with the manager of After Sales to create and implement practices to increase revenue and best support the customer.
  • Handle inbound phone calls to convert leads into sales.
  • Work with the team to maintain customer accounts and ensure product literature is current.
  • Monitor the production schedule, communicating with the engineering, manufacturing, purchasing, and logistic departments to ensure customer requirements and on-time delivery are met.
  • Work closely with all departments to ensure that feedback is getting back to the factory and help drive change for the better.
  • Provides advice, solutions, mechanical and technical support to customers and M-B field service technicians via the phone, email and/or going to the customer's location.
  • Follow Engineering instructions and apply the knowledge to complete the requirements of the support task.
  • Visit customers as needed to build relationships or address any issues that they may have.
  • Bachelor's degree in a related field or equivalent work experience.
  • Proven experience in after-sales service or a service-related field.
  • 401K with Company Match
  • Life & Disability Insurance
  • Flexible Spending Account
  • Paid Time Off (PTO) Program
  • Paid Holidays
  • Reimbursement for Select Personal Protective Equipment (PPE)
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