JOB SUMMARY:

The Field Service Manager will oversee the daily activities of the Field Service Team, including third-party service provider, while ensuring first class service delivery and participating in the development and implementation of strategic and tactical service objectives

ESSENTIAL DUTIES AND RESPONSIBILITIES:

• Manage the planning, organizing, scheduling and supervise the day-to-day field service activities within the United States. This encompasses all on-site services, repairs, PM?s, installations, upgrades. Make sure the team member productivity is aligned with objectives and goals.
• Oversee the ongoing integration and performance of third-party service provider to ensure they are meeting SLA?s.
• Lead and manage the escalation and resolution of complex technical field issues by coordinating the efforts of necessary resources from appropriate Heidelberg Engineering departments.
• Lead, manage, and develop goal setting, skill enhancement and writing performance evaluations, making recommendations for improvement.
• Provide monthly KPIs summarizing the department?s performance and implement. actions to improve with the focus on field service utilization, efficiency, and response time.
• Identify and implement processes improvements that enhance the customer experience and / or meet future business needs.
• Work collaboratively with Phone Support and Lab Repair as needed.
• Demonstrate outstanding customer service through our core principles of high quality and integrity at work environment.
• Identify opportunities for training and ensure development of employees is conducted to improve proficiency levels within field service team. ?
• Approve expense reports, timecards, and PTO for all team members.
• Assist in interviewing and hiring new field service engineers.
• Support departmental projects and priorities as assigned.
• Improve visibility of Field Engineers activities, availability, and quality of work.
• Co-travel within the US, occasional infrequent global travel