Field Service Manager

PRIMARY FUNCTION:

Responsible for managing Compressed Air Service Parts and Service Operations.  Responsible for planning, developing, and organizing an effective, efficient work force designed to accomplish projected sales volume, required profit, and customer satisfaction. 

ESSENTIAL DUTIES:

1. Manage budget and expenses, monitor financial reports and profit goals for both Parts and Service Operations.
2. Resolve customer complaints by taking prompt and appropriate action to maintain excellent customer relations promoting a superior customer experience. Encourages associates to be fair, courteous, honest and appreciative of our customers’ business.
3. Control Shop & Field Service maintenance by daily monitoring and controlling labor and parts cost to meet required profit goals.
4. Ensure productive scheduling and dispatching of all service technicians to perform daily service/repairs.
5. Open and close all service calls for Compressed Air Service.  
6. Monitor work order closings to ensure invoicing occurs within 10 days of last labor on all service calls. Service calls must have all accounts checked for accuracy, completeness ensuring timely processing and closing.
7. Monitor all warranty work orders for proper administration of claims to manufacture.
8. Ensure all warranty and policy decisions are mutually fair to the customer, the manufacturer and Gregory Poole.
9. Adequately ensure offices, shops, yards, vehicles, tools and other company property are properly maintained in a professional and safe manner to promote excellent customer service.
10. Ensure compliance of all corporate policies.  Monitor all phases of department’s operations, performance and customer satisfaction.
11. Perform employee evaluations in a timely manner and ensures proper administration of wages and salaries for both service and parts personnel.
12. Schedule all needed training classes for technicians and parts personnel.
13. Prepare annual service and parts department budget and objectives and capital expenditures requests for approval by Compress Air Business Manager.
14. Provide technical assistance for service and parts departments when possible.
15. Maintain managerial contact and support for technicians, resolving various problems and promoting customer contact and participates in meetings to promote Gregory Poole and our OEM partners.
16. Coordinate with the sales department on any start ups or sales related issues in which the service department may be involved.
17. Assist the sales department with special projects and technical problems, as needed.
18. Work with various departments within the company, such as:  Human Resources Department for personnel information and compliance with regulations; Credit Department for opening new accounts, collections, and problems; Rental and Used Department for pricing and repairs; and Accounts Payable Department for financial statement accuracy.  Ensure intra-company relations to strengthen the company 
19. Ensure maintenance of company credit policies.
20. Conduct informative department meetings keeping employees up to speed on any pertinent changes that may involve them or the compressed air service and parts areas.
21. Serve as prime liaison between parts, service and customers.
22. Participate in the development of divisional policy, goals and objectives.
23. Promote positive intra-company interactions to strengthen the company through constructive, and cooperative work habits and attitudes. Promote excellent customer relations, safe work practices, efficient operational procedures and ensures quality work.
    

MINIMUM REQUIREMENTS:

Education:

A four-year degree in business or a related field with four years of related experience or an associate degree in business or related field with six years of related experience or a high school diploma with eight years of related experience preferably in service or parts operations.

Work Experience:

Prefer experience and knowledge of service and parts in the compressed air systems business or similar equipment design and repair; Must have at least two years in a supervisory or lead role. Accounting experience preferable;

Physical:

Must be able to sit and use the telephone and P.C. for extended periods of time;

Must be able to periodically travel, mainly day trips, to customers and for other business purposes;

Other:

This position requires an aggressive, personable, service-oriented individual with a technical aptitude who is self motivated, well organized, mature and possesses sound business sense; Must have excellent customer relation skills;

This job description is not intended to be all-inclusive.  Your supervisor may request and assign you similar duties.  Any major modification of this job role requires Human Resources approval. 

Gregory Poole Equipment Company is an Equal Opportunity/Affirmative Action employer and will consider all qualified applicants for employment without regard to race, color, religion, gender, sexual orientation, gender identity, national origin, age, protected veteran status, or disability status.