Field Service Manager

at Wanzl
Location Twinsburg, ohio
Date Posted June 1, 2021
Category Default
Job Type Freelance


Position: Field Service Manager

Reports to: Operations Manager

Position Overview

Utilizing internal systems, the Field Service Manager is responsible for managing, directing, and scheduling an assigned team of field service technicians to ensure compliance to client contractual obligations and the Company’s profile and behavioral requirements. The FSM is responsible for coaching their field service team on best practices and maintaining minimal work error rates. The FSM is expected to take remedial actions with their team in response to non-compliance to established policies and procedures.

Company and Opportunity Overview

WNA’s vision is to be a leading entrepreneurial player in terms of market share, agility, and game-changing solutions. WNA is a solution provider, creating value along the supply chain of our customers, from the online purchase to the delivery to their customers. In addition to being the largest manufacturer of shopping carts in North America, WNA has solutions for asset protection, point-of-sale and materials handling. WNA focuses on the retail, distribution, healthcare and airport market segments.

Duties and Responsibilities:

  • Manage a region of field service technicians remotely to provide optimum customer service
  • Process client service requests and implement effective response from field service team
  • Review contract profiles with field service team to ensure compliance with service agreement requirements and client expectations
  • Provide support and guidance to field service team to ensure quality customer service
  • Investigate and resolve any performance concerns
  • Ensure company policies and procedures are followed by the field service team
  • Become proficient in the company system software product Service Pro
  • Utilize Service Pro software to create and optimize field service team schedules
  • Work with key client contacts to provide service updates and maintain open communication
  • Review and analyze client status reports for assigned clients daily to maintain on time service goals
  • Address client inquiries, resolve issues and obtain client feedback
  • Maintain consistent communication with field service team to align continued service goals
  • Review field service team daily worksheets for accuracy; address concerns promptly for corrective action
  • Create worksheets for non-commissioned field service team labor pay; submit to Payroll within established deadlines
  • Manage field service team travel expenses to stay within target budget
  • Review field service team inventory stock levels to ensure maximum productivity
  • Monitor DOT logs Daily and utilize software as required to stay compliant
  • Project management duties as assigned
  • Adhere to Company’s communications requirements; respond to incoming voice, email and text messages.
  • Maintain positive and healthy relationship with all departments in the organization to foster collaboration

Skills and Experience:

  • Associates Degree, Bachelor’s Degree preferred or 3- 5 years past work experience managing direct reports (remotely)
  • Previous work experience in a service industry along with some technical background
  • Excellent people management and leadership skills
  • Solid time management and organization skills
  • Able to work under stressful work conditions
  • Critical thinking
  • Able to multi-task with a flexible attitude toward changing priorities
  • Exemplary written and oral communication skills
  • Able to identify problems and provide solid solutions
  • Proficient in Microsoft Office, strong Excel skills a plus

Job Type: Full-time

Pay: Up to $50,000.00 per year

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