Field Service Manager -Palletizer Division

At Columbia we come to work every day driven by the belief that innovation can transform industries, empower communities, and create a more efficient, sustainable world.

With operations spanning five continents and a commitment to excellence in service and support, our purpose extends beyond engineering advanced equipment. We are pioneering innovation and paving a better tomorrow with factory automation solutions worldwide.

Summary: Maintains customer satisfaction by directly managing Field Service Technicians/Technical Support/Administrative Assistant and providing timely quoting as well as resolution to customer issues. 

Essential Duties and Responsibilities:

• Supervises (FST) Field Service Technicians to ensure customer satisfaction
• Coordinates department resources to meet customer expectation of 24/7 service coverage
• Follows up on work results to provide exceptional customer service and responsiveness, includes personally following up with management personnel to analyze and resolve the most challenging customer issues. May include up to 10% travel to customer sites for personal follow-up visits.
• Communicates effectively to build customer relationships and keep all stakeholders apprised of project and/or problem resolution status
• Designs, develops and coordinates training programs for FSTs
• Supervises field service training program to promote exceptional customer service
• Trains and mentors employees to expand knowledge base and promote problem solving
• Resolves warranty issues with customers and vendors
• Identifies the root cause of the issue and determines a course of action that protects the company’s interests
• Collaborates with the customer, vendors, and the appropriate departments to develop a mutually beneficial solution
• Coordinates in house efforts to analyze warranty and develop processes and procedures to minimize future warranty claims
• Ensures customer awareness of services
• Ensures FSTs complete summary release and leave a signed copy with the customers
• Ensures FSTs complete and submit their expenses by their designated deadline
• Achieves financial objectives for the Field Service group
• Prepares an annual budget, including forecasting functional requirements, analyzing trends, and presenting budget recommendations to the Division President
• Manages to Field Service budget, including scheduling expenditures, analyzing variances, and initiating corrective actions
• Utilizes CRM to manage customer relationships
• Ensures that Field Service staff records historical solutions and diagnostic experience via the solutions database
• Analyzes future applicability of complaint resolution information
• Utilizes CRM to build a customer knowledge database
• Provides tactical and strategic input on how the division can improve the value it provides to customers

• Supervises staff respectfully
• Maintains open and honest communication with direct reports
• Periodically communicates clear expectations, monitors job results compared to expectations, and documents constructive coaching throughout the year; documents expectations and coaching during the annual review process
• Enforces policies and procedures to ensure organizational consistency
• Maintains professionalism and confidentiality in employee selection, performance management, and employee relations
• Develops human resources
• Trains and mentors employees to expand knowledge base and promote problem solving
• Supports internal and external customer service
• Understands and documents internal and external customer needs and expectations
• Develops resources and critical service metrics to ensure these needs are being met
• Communicates to appropriate team(s) when an expectation will not be met
• Leads the continuous improvement effort
• Documents processes and procedures, eliminates non-value added activities, and participates in cross functional CI teams
• Drives the completion of department continuous improvement goals and objectives
• Maintains professional and technical knowledge
• Establishes personal networks, attends professional workshops and reviews publications
• Contributes to team effort
• Willing to attempt new assignments or fill in for others as needed; accomplishes other duties as assigned
• Participates in applicable SOP and SWI training

Qualifications: To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Knowledge, skills and/or abilities:

Knowledge

Software

• Vault Tool
• (CRM) Customer Relationship Management Software D365 preferred
• Microsoft Office (Word, Excel, PPT, Outlook)

Skills

• Analytical
• Project/Process Management
• Written and Oral Communication
• Organizational
• Interpersonal Communication
• Problem- Solving
• Management and Leadership 
• Computer/Technical 
• Clerical/Secretarial

Abilities

• Strong technical aptitude
• The ability to deal with abstract and concrete variables with high attention to detail.
• Ability to provide a respectful work environment for others
• Ability to work well with others in a team atmosphere.

Education and/or Experience: 

• High School or GED required
• Vocational or technical training required
• Bachelors Degree preferred
• 5 years of supervisory experience plus 8 years industry experience

Columbia Machine offers a full benefits package including medical, dental, vision, prescription drug, life insurance, flexible spending accounts, short and long term disability, 401(k), incentive compensation, paid holidays, paid time off, and tuition reimbursement. Equal Opportunity Employer - Women and Minorities are encouraged to apply. Columbia does participate in E-Verify. Applicants must be legally authorized to work in the United States. The company does not sponsor employment visas or work authorization. To apply for this exciting career opportunity today, please apply online at www.columbiamachine.com

Job Type: Full-time

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Employee assistance program
• Flexible spending account
• Health insurance
• Life insurance
• Paid time off
• Professional development assistance
• Referral program
• Tuition reimbursement
• Vision insurance

Schedule:

• 8 hour shift
• Day shift
• Monday to Friday

Ability to commute/relocate:

• Vancouver, WA 98661: Reliably commute or planning to relocate before starting work (Required)

Work Location: In person

Salary : $69,010 - $92,700