Manager, Field Service

Job Summary:

The Manager, Field Service is responsible for building strong customer relationships, achieving excellent customer satisfaction levels, and growing the American Battery Solutions (ABS) customer service portfolio. This role requires a high level of initiative, self-motivation, and engagement with customers and internal stakeholders to achieve 100% customer satisfaction. This individual will work closely with engineering, manufacturing, and quality disciplines, as well as systems and validation/testing teams.

Responsibilities: 

• Ensure customer satisfaction with product performance and field service activities.
• Assign and schedule regional Field Service Technicians.
• Develop and maintain tools to measure and report delivered quality metrics.
• Analyze field returns to identify the root cause of field issues and interface with organization stakeholders to confirm appropriate corrective actions.
• Complete root cause analysis and corrective actions for product and process failures.
• Use documented data-driven and structured problem-solving methods.
• Provide technical support for the resolution of product issues in the field.
• Prepare and approve quotations for field service activities.
• Write rework instructions and coordinate execution through field service technicians.
• Coordinate with logistics team for shipping and receiving.
• Review and approve field service reports; provide complete and professional documentation to the customer.
• Responsible for emergency 24/7 field service support outside of normal business hours and weekends.
• Maintain spare parts programs with cross-functional operations support.
• Present training programs for key customers and stakeholders to be utilized at customer sites, industry events, and new installations.
• Support customer Return Material Authorization (RMA) process.
• Support customer Warranty process.
• Implement warranty processes and tracking, including process flow diagrams and call center scripts.
• Create Customer and Product Warranty documents.
• Implement systems and tools including Web-based, telephone, and email to collect and capture customer satisfaction data and ensure resolution and tracking of customer concerns.
• Adhere to federal and state regulations.
• Adhere to all company policies, processes, and procedures.
• Performs other duties as requested, directed, or assigned.
• Predictable and reliable attendance.

Position Qualifications

• Bachelor’s degree in business, engineering, or a related field or equivalent experience
• Minimum of five (5) years of experience working in customer service.
• Minimum of five (5) years of working with complex electro-mechanical systems.
• Minimum of three (3) years of progressive leadership experience leading mechanical and/or electrical service technician teams.
• Ability to travel up to 50% of the time domestically and internationally.
• Demonstrated project management experience, including lean, six-sigma practices, and other related structured problem-solving practices.
• Highly collaborative with a genuine passion for customer service.
• Excellent analytical, communication, and presentation skills.
• Strong interpersonal skills to work with team members on all levels of the organization.
• Highly organized and detail oriented.
• Ability to work in a dynamic start-up environment where initiative and ownership is required.
• Assertive, and not afraid to share their opinion.

Key Competencies: 

• Focuses on Quality: Drives work results with a quality focus on actions and results.
• Decision Making & Analysis: Makes sound decisions based upon a mixture of data-driven analysis, expertise, experience, and judgment; collects relevant information, seeking input from others, and identifies connections and/or root causes of problems.
• Continual Improvement: Displays a consistent orientation toward producing the highest quality products or services, while keeping a focus on sustainability. Constantly looking for incremental improvements in work processes and results.
• Takes Initiative: Exhibits strong drive for results and success; conveys a sense of urgency and drives issues to closure; persists despite obstacles and opposition.
• Working Safely: Demonstrates safe behaviors. Aware of potential risks and threats in the workplace.
• Delivers Results: Achievement-oriented, feeling a sense