What are the responsibilities and job description for the FIELD SERVICE MANAGER position at Equipment Depot?
Position Summary
Coordinates the day-to-day service business at the local level (techs and service support team will report directly to this individual). Is very involved with the day-to-day service business as a working supervisor. Ensures that his/her team provides a hassle-free experience for our customers (including our rental department). Focuses on one consistent Equipment Depot way of doing business by implementing and adhering to company-wide processes and procedures. Works with the Operations Manager to achieve business objectives (as measured by Key Performance Indicators) by improving the skills, professionalism, and efficiencies within our service operation.
Essential Functions
Reasonable Accommodations Statement
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. Reasonable Accommodations may be made to enable qualified individuals with disabilities to perform the essential functions.
Essential Function Statement(s)
Coordinates the day-to-day service business at the local level (techs and service support team will report directly to this individual). Is very involved with the day-to-day service business as a working supervisor. Ensures that his/her team provides a hassle-free experience for our customers (including our rental department). Focuses on one consistent Equipment Depot way of doing business by implementing and adhering to company-wide processes and procedures. Works with the Operations Manager to achieve business objectives (as measured by Key Performance Indicators) by improving the skills, professionalism, and efficiencies within our service operation.
Essential Functions
Reasonable Accommodations Statement
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. Reasonable Accommodations may be made to enable qualified individuals with disabilities to perform the essential functions.
Essential Function Statement(s)
- Ensures that his/her team performs with a positive attitude and a great sense of urgency in order to exceed customer expectations.
- Ensures that service KPI’s (relating to efficiency, productivity, and customer satisfaction) are consistently met.
- Assists the Service/Operations Manager in handling disciplinary issues involving personnel if/when they occur.
- Works with his/her Service/Operations Manager to implement short- and long-term strategic plans, objectives and goals for his/her location.
- Handles customer requests in a prompt and professional manner.
- Assists the Service/Operations Manager in handling customer concerns and complaints.
- Completes performance reviews as/when required for everyone within his/her organization.
- Assists in the recruiting and development of his/her service team.