Description: The Field Service Manager is responsible for the day-to-day management of field service and support activities in the Southern Region (TX, OK, AR, LA, MS, AL, GA, FL, and Caribbean)(link removed) The Field Service Manager manages a team of 12 highly skilled degreed technicians who troubleshoot, repair and calibrate bench top analytical instrumentation used in R&D Labs. This is not a Service Manager position for a copier company or auto dealer. Position reports to the Service Manager for the Southern Region.
Manages a team of Field Service Engineers. Interviews, makes hiring recommendations, develops staff, assigns and schedules work, and appraises performance.
Ensures that Field Service Engineers are properly trained and their skills are continually being advanced. Conducts staff training as appropriate.
Maintains adherence to service department policies and procedures in accordance with corporate and industry safety and quality standards, and ISO17025 requirements.
Compiles and maintains operational records, such as repair time records, repair and maintenance statistics, and test results.
Reports product failure trends and/or product weaknesses to the appropriate product groups.
Maintains proper systems to monitor performance of Service Engineers by calculating MTBF (Mean Time Between Failure), MTTR (Mean Time To Repair), revenue per head, profit margins, etc. via SAP software and Excel macros.
Responsible for oversight in the identification and routine calibration of test equipment (required for ISO/IEC 17025 calibrations).
3 years of experience working in a technical services environment.
Attends mandatory in-house technical training courses each year to stay current on new developments in the field. Certificates are awarded upon satisfactory completion of each program.
Advanced knowledge of the theoretical and practical application of engineering science and technology.
Skill in using electronic schematics, electronic testing equipment and repair tools in order to assist and support service engineers.
Bachelors degree in electrical, mechanical or chemical engineering, physics or related field.
Analytical problem solving skills.
Excellent verbal/written communication and interpersonal skills.