Field Services and Parts Manager is responsible for leading a team in all parts and service sales, warranty, troubleshooting, preventative maintenance and installation support of equipment with multiple high-profile customers while supporting the company’s business relationships with these customers. The following describes key skills, experience and responsibilities of this challenging role:
Skills & Experience
• Highly Skilled with 10+ years’ experience dealing with customers in a service and parts environment.
• Ability to read technical drawings and understand specifications.
• Experienced in interpreting technical calls related to equipment with mechanical, electrical or hydraulic field issues and soliciting resources within the company in providing a solution.
• Thrives in a challenging and dynamic environment and able to prioritize tasks efficiently
• Experience in managing direct reports of service and parts coordinators and being accountable for their work
• Meet objectives of on time delivery for quotations and field service support and parts delivery.
• Can manage multiple tasks on a daily basis with exceptional prioritization ability
• Computer literate with Excel, Word, Email, ERP system.
• Experience in issuing Purchase Orders an asset.
• Post-Secondary Education in a relevant field preferred.
• Positive ‘can do’ attitude, team player without ego.
• Familiarity with compliance management solutions such as Cognibox or ISNet an asset.
Major Duties and Responsibilities
• Manage customer calls for service, parts, warranty and troubleshooting requests while leading the team to provide solutions or quotations and executing follow ups on support.
• Manage and mentor direct reports including parts, service and field specialists.
• Responsible for managing budgets and revenue within the parts and service group and mitigating warranty costs
• Ability to be a calming front for irate customers.
• Maintain strong existing customer relationships and help grow network of new customers.
• Support the applications and sales group in service, or parts quotations, or direct quotations to the customer.
• Work in collaboration with the Project Management Group and Site Services Group to manage all related warranties and filing of any documentation.
• Coordinate crews of service technicians and provide support to them while traveling
• Preparation of formal Service Reports and Inspection Records to be submitted to customers.
• Prepare preliminary invoices for submission to accounting for formal processing.
• Accurately estimate on-site service calls based on location and duration of visit.
• Support the NCR process for failures learned on parts and service while in the field.
• Perform filing and maintaining technical records of appropriate documents relating to parts and service orders.
• Participate in sales and manufacturing kickoffs as applicable
• Ability to travel within north America up to 10% of time for customer relationship building.
• Any other duties as assigned by the Senior Manager.