Job Description

Responsible for all field activities as well as developing and executing business plans/strategies to increase field service revenue and profitability

Effectively lead the activities of the team to maximize customer satisfaction, productivity, and efficiency. 

Ensure high standards of technical service and support are consistently achieved

Ensure all services field activities comply with the Company’s Quality System and Standards. Leading in safety and EH&S programs while creating and promoting a strong safety culture.

Perform Safety and Technical Audits

Hire, develop, and coach team to be an industry-leading provider of after-market service excellence.

Manage the Field Service Team ensuring the company’s processes and procedures are complied with fully.

Implement, monitor and communicate service metrics (KPIs) to ensure continuous improvement in service performance, with specific attention to customer satisfaction drivers such as response time, first-time-fix rates, parts availability, Field Service Engineer knowledge and professionalism

Communicate and collaborate with other departments to ensure customer requirements are being met

Provide Monthly Management reports covering the performance of the Service department against agreed objectives, metrics, and KPI’s

Act as an escalation point for technical issues and support, taking ownership toward successfully resolving customer problems. Proactively collaborate with internal functions to gain all relevant information and support toward achieving business targets

Provide leadership and/or participate in continuous improvement initiatives and/or special projects supporting service excellence

Other duties as assigned.