What are the responsibilities and job description for the Director of Field Service - South position at MULTIVAC USA?
Work out of our Dallas, TX (Southlake) office and travel throughout: NM, TX, AR, LA, and MS.
Provide the highest quality, most responsive customer-driven service, and support, thereby advancing Multivac’s position in the food, medical, and consumer industries. Direct and coordinate customer service activities to install, service, maintain, and repair items sold, leased, or rented with service contract or warranty by performing the following duties personally or through direct reports. Ensure service calls and installation protocols are understood and enacted upon appropriately by all Field Service Technicians. This position will travel up to 70% of the time, throughout: New Mexico, Texas, Arkansas, Louisiana, and Mississippi.
Essential Duties and Responsibilities include the following:
- Understand commercial demands and circumstances, and execute appropriate strategies and tactics with dedication to meeting the requirements of all customers.
- Actively participate in special projects as required by the V.P. of Customer Service. Manage changing priorities and diverse range of assignments.
- Operate within annual expense budget and work to meet established regional revenue goals. Maintain utilization rate of greater than 90% Field Service Technicians in the field.
- Responsible for the selection of qualified associates, orientation, and training of staff reporting to the position.
- Define, establish, and enhance the roles, goals, and responsibilities for all associates within the department. Ensure that all associates are effectively trained and skill sets match performance requirements. General and specific goals are assessed and reviewed on a consistent basis as a team and individually within department.
- Perform technical and developmental coaching with each Field Service Technician through regular travel in the field. Set expectation for Field Service Technicians and provide feedback. Provide timely direction and feedback to associates through the performance management process.
- Ensure ongoing safety, compliance, and quality training of Field Service Technicians. Support Multivac Inc.’s quality and compliance policies and procedures, and enforce these guidelines to associates.
- Remain current on trends affecting the industry and technology.
Qualifications:
Ideal candidates will have extensive experience working as a Field Services Technician as well managing a field services team. Must be a strong leader and have experience dealing with highly complex mechanical and engineering equipment. Bachelor's Degree preferred.
Ability to read and interpret documents such as safety rules, operating and maintenance instructions, and procedure manuals. Ability to write moderately complex reports and correspondence. Ability to speak effectively before groups of customers or associates of organization.
Ability to work with mathematical concepts such as probability and statistical inference, and fundamentals of plane and solid geometry and trigonometry. Ability to apply concepts such as fractions, percentages, ratios, and proportions to practical situations.
Ability to solve practical problems and deal with a variety of variables in situations where only limited standardization exists. Ability to interpret a variety of instructions furnished in written, oral, diagram, or schedule form.
To perform this job successfully, an individual should be proficient in Microsoft Office, particularly Word, Excel, and PowerPoint. Working knowledge of ERP systems required.
Current valid U.S. driver’s license and the ability to obtain a passport for travel as required by position.
Directly supervises 3-20 associates on the service team. Carries out supervisory responsibilities in accordance with the organization's policies and applicable laws. Responsibilities include interviewing, hiring, and training associates; planning, assigning, and directing work; appraising performance; rewarding and disciplining associates; addressing complaints and resolving problems. Developing a team through coaching, counseling, and mentoring. Ensures effective communication within department and that the service team follows-up appropriately. Inspires confidence and energizes and motivates associates across functional teams.