Field Service Manager

Operational Technical Services (OTS) is one of the fastest growing private water and wastewater utility staffing providers in the country. We provide certified water treatment, distribution, wastewater treatment, collections, engineering, laboratory, water quality, maintenance, and training professionals to municipalities, special districts, and private utilities throughout the country. OTS offers temporary, temp to hire, direct hire and emergency on-call opportunities including great benefits.

TITLE: Field Services Manager

SALARY: $100-$120K DOQ

SCHEDULE: M-F 7am-4pm

OVERVIEW:

UGSI Chemical Feed and Velodyne, subsidiaries of the client, are a leader in

water disinfection technologies for municipal clients. Our client is one of the most dynamic and fastest growing companies in the water infrastructure market, with a portfolio of proprietary and

patented technologies targeting water and wastewater treatment, including on-site

hypochlorite generation equipment, polymer activation systems, chemical feed systems,

and potable water mixing and treatment systems.

The Field Service Manager will ensure the safe, efficient, and effective operation of field

service activities across the UGSI Chemical Feed and Velodyne business units. Main

duties encompass various aspects of field service management, customer relationship

management, and team leadership including strategic resource planning of on-site

equipment startup and service, internal and external technical and product training, and

driving sales of parts and services.

This position requires a balance between field personnel management and scheduling,

and customer service business skills. The successful candidate will be a highly

responsible and reliable, detail oriented, self-starter with a customer-centric personality,

strong organization and communication skills.

The ideal candidate will be able to quickly learn and utilize our business systems like

Salesforce, MRP, and related tools and be proficient in the Microsoft Office suite. They

must have a strong technical aptitude to have a thorough understanding of the product

lines and industries their team supports, helping to ensure a successful equipment

startup or service experience. They will be able to create and maintain a rapport with

customers and our internal, diverse local and remote teams, striving to improve our

Company impact on the industry and our customer experience.

This position will report out of either the Vineland, NJ or the Grain Valley, Missouri

office.

KEY RESPONSIBILITIES:

• Schedule and assign work to department personnel based on their individual skills and workload, including start-up, customer training, warranty repairs, and other services as sold or needed.
• Ensure that customers receive timely, efficient, and high-quality service.
• Work with internal personnel, customers/agents and contractors to ensure successful field installations, start-ups, and service of equipment.
• Ensure effective communications and relationships are maintained between customer(s), Service Manager, Service Dept. team members, and field service personnel.
• Prioritize and manage time efficiently as both a manager and team member.
• Address and resolve customer complaints and issues promptly to maintain high levels of satisfaction.
• Optimize field service operations to ensure maximum productivity and intentional downtime.
• Implement and monitor performance metrics to assess and improve individual performance and service efficiency.
• Recruit, train, and develop a skilled team of field service technicians.
• Develop and lead training program for Field Service Technicians and help lead remote and in person training and meetings for external teams.
• Provide ongoing coaching and support to enhance both the technical and soft skills of the service team, and the Company as needed.
• Understand budgets and monitor expenses to help control costs.
• Identify and help drive opportunities for revenue growth through service contracts, upselling, and other means.
• Foster a positive and collaborative team environment with clear expectations.
• Set, model, and audit proper documentation practices and ensure team completes accurate and valuable service reports-recording repairs, warranty services, maintenance performed, and startup documentation.
• Work with various teams to develop and implement continuous improvement initiatives to enhance service quality and improve customer engagement and retention, and/or to improve internal processes.
• Build and maintain strong relationships with key customers and stakeholders.
• Work with sales teams to stay updated with industry trends and innovations to keep the local service operations competitive and efficient and expand offerings as applicable.
• Work with technical, engineering, project management, and sales teams to resolve escalated problems.
• Plan, prepare, and coordinate with technicians on site to ensure we have the resources needed to be successful and to meet or exceed project and customer expectations.
• Ensure technicians meet team and Company standards, when at home, on meetings, at internal facilities, when traveling, and at jobsites.
• Maintain accurate records and documentation, including recording, organizing and filing customer interactions, warranty cases, and technical issues using Salesforce.
• Mentor employees and provide regular performance feedback, regular performance appraisals and, on an as-needed basis, performance improvement initiatives and disciplinary action.
• Work with IT, Finance, and Service Managers to prepare custom reports as needed.
• Ensure that team members comply with all policies and procedures, including the Travel Expense and Reimbursement Policy.
• Ensure all field service activities comply with Company and industry regulations and safety protocols.
• Drive a culture of safe and smart work habits. Model proper safety techniques and use of PPE. Provide suggestions and feedback to increase job safety.

REQUIREMENTS:

• Associate’s degree in a science, engineering, or technical field or completion of a relevant trade program (e.g., certified welder, electrician), demonstrating strong technical competency and hands-on aptitude.
• 5 years’ experience installing/repairing/maintaining water or wastewater treatment equipment or related engineering experience.
• 3 or more years’ experience in a management role, or 5 years in a supervisory role.
• 5 years’ experience with electro-mechanical pneumatics hydraulics, AC/DC motor controls, PLCs, VFDs, and pump systems.
• Familiarity with CRM and ERP software.
• Proficient in Word, Excel and MS Projects.
• Strong verbal, written, and interpersonal communication skills, including the ability to write clearly, use proper grammar, and communicate professionally with customers and internal teams.
• Ability and willingness to travel to customer sites or other Company facilities when needed to resolve issues, train employees, or when required by senior management.
• Ability to diagnose technical problems and determine proper solutions.
• Strong mechanical, technical, and troubleshooting skills.
• Ability to read and review blueprints, plans, specifications, and other documentation to prepare for startup or service and recognize potential issues or challenges.
• Self-motivated with ability to work and think well independently.
• Excellent time management and organizational skills.
• Have and maintain a valid driver's license with a clean driving record (MVR will be run regularly).

Work Environment:

• Approximately 60% Office- Will need to travel between offices in MO and NJ for training purposes and key planning meetings.
• Approximately 30% Light Industrial - May be exposed to areas of high noise levels, hazardous propellants, chemicals and industrial facilities. Appropriate PPE and training will be provided for all conditions.
• Approximately 10% Customer Jobsites – Will need to travel to customer job sites. May be exposed to a variety of weather elements as well as areas of high noise levels, hazardous propellants, chemicals and industrial facilities. Appropriate PPE and training will be provided for all conditions.
• Exposure to liquid and dry chemicals and substances associated with water and wastewater treatment, including permanganate, polymers, sodium hypochlorite, and liquid ammonium sulfate, among others.

PHYSICAL REQUIREMENTS:

• Ability to sit for long periods of time.
• Regularly required to stand, walk, sit, reach with hands and arms, climb or balance, stoop or kneel, talk and hear, and use fingers and hands to feel objects, tools or controls.
• Must have manual dexterity to operate the equipment and tools required for this position.
• Must be able to quickly respond (with the hand, finger or foot) to a signal (sound, light, picture) when it responds.
• Ability to perform work outdoors under a variety of weather conditions.
• Specific vision abilities include close vision and the ability to adjust focus.
• Ability to look at computer monitors for much of the workday.
• Ability to occasionally lift and/or move up to 50 Lbs.

MUST HAVES FOR ROLE:

• Utility Pants: Employees must wear durable utility pants suitable for the work environment.
• Safety Shoes: Steel-toed or other appropriate safety shoes are mandatory to protect against workplace hazards.
• Candidates must consent to and pass a background check and drug screening as part of the hiring process.
• Must be legally authorized to work in the United States.

Preferred Qualifications:

• Bachelor’s degree in related discipline or equivalent work experience.
• Work experience in the municipal wastewater industry.
• Experience with Salesforce.
• OSHA 10 Hour or 40 Hour Certifications

Operational Technical Services, (OTS), is an Affirmative Action/Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, colors, religion, sex, sexual orientation, gender identity, national origin, disability or protected veteran status.