Careers

Summary

Oversee and assist field service technicians in the performance of their job duties such as responding to customer inquiries and resolving issues or complaints through repairs, parts, or service orders.  Gain knowledge from customers to improve our products and services.

Duties/Responsibilities

• Manages a team of assigned Field Service Technicians and ensures they comply with company guidelines particularly related to quality of service.
• Correspond with customers to determine what is needed to resolve their situation and either schedule repair trips, request parts/upgrade/new equipment quotes, or troubleshoot with them to resolve.
• Works with quoting to get service/parts quotes out to customers.
• Monitors or reviews calls or other correspondence between technicians and customers.
• Ensures that technicians are informed about changes to company products and services.
• Collects data and prepares reports on customer complaints and inquiries.
• Prepares knowledge-based documents such as summaries and frequently asked questions.
• Identifies opportunities to update or improve field service procedures and works to implement those improvements/updates.
• Assists with budget preparation for the Customer Service department.
• Works to collect and discuss voice of customer product improvements with engineering/management for product improvements/new product development.
• Performs other duties as assigned.

Supervisory Responsibilities:

• Hires entry-level field service employees.
• Trains new employees in the company’s customer service policies, procedures, and best practices.
• Organizes and oversees the schedules and work of assigned staff.
• Conducts performance evaluations that are timely and constructive.
• Handles discipline and termination of employees as needed and in accordance with company policy.

Required Skills:

• Excellent management and supervisory skills.
• Excellent verbal and written communication skills.
• Extensive knowledge of customer service procedures and principles
• Organized with attention to detail.
• Ability to resolve customer complaints and issues while maintaining a professional and calm demeanor.
• Ability to coach and mentor customer service representatives.
• Proficient in Microsoft Office Suite or related software.

Education and Experience:

• Bachelor’s degree preferred
• 5+ years of customer/field service/sales experience required.
• Previous experience in a supervisory role preferred.

Physical Requirements:

• Prolonged periods sitting at a desk and working on a computer.
• Ability to stand, stoop, bend, twist in order to service equipment or train Field Service Technicians.
• Must be able to lift up to 15 pounds at times.

Work Environment:

• Office environment with normal climate controls
• Production environment with electrical hazards in-house and at customer sites

Travel Requirements:

• Must be able to travel 10% of time to customer sites when needed to train technicians, assign with service, or perform all service, depending on the needs of the organization.