Field Service Manager
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Job Description
Field Service Manager overseeing technical and administrative support for Azenta Life Sciences. Responsible for installations, repairs, and customer escalations with a focus on safety compliance.
Responsibilities:
- Manage the coordination of technical and administrative support activities including installation, repair, preventive maintenance, and engineering change upgrades to be performed at client sites
- Ensure this through adequate reporting management and system maintenance, excellent communication with external customers and internal specialists as well as a keen sense for efficient processes and a fascination for technology
- Key ownership and management of customer escalations
- Enforce and promote a positive safety culture; Manage and drive safety compliance
- Coordinate the planning, development, and implementation of repair, upgrades, and preventive maintenance procedures to maintain system operations
- Provides input for team and FSE development plans
- Build and maintain regular communication with cross functional teams to ensure customer service effectiveness
- Assists in interviewing and hiring new Field Service Technicians and supports onboarding/offboarding process as needed
- Maintain industry standard utilization percentage as measured in our existing Service System utilizing Salesforce for scheduling team
- Support activities resulting in accurate and effective PM planning - Ensures company policies and procedures are followed by team members
- Understand the key financial drivers and subsequent impact on the business
- Demonstrates outstanding customer service through maintenance of high quality and integrity in the work environment
- Review/Approve the team’s operating expenses and identifies spending trends and methods to optimize the budget/expense
Requirements:
- Experience is Salesforce.com is preferred
- Must be proficient with MS office products and possess the ability to learn related sales or service software tool
- Previous leadership experience especially within a field service team and/or remote employees
- Knowledge of mechanical, electrical, electronic, pneumatic and hydraulic systems
- Self-motivated individual that demonstrates a high level of autonomy and ability to resolve complex problems and strong decisioning making skills
- Capable of creating an environment of support and accountability
- Excellent communicator that works well with others and treats employees fairly with strong customer service orientation
- Ability to interact and communicate effectively with technicians, support staff, and valued customers
- The ability to work in a fast-paced environment and operate remotely from the main office with limited supervision
Benefits:
- EOE M/F/Disabled/VET
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