Field Service Manager -Palletizer Division

Job DetailsLevel: ManagementJob Location: Columbia Machine Inc - Vancouver, WA 98661Position Type: Full TimeSalary Range: $69,010.00 - $92,700.00 SalaryJob Shift: DayAt Columbia we come to work every day driven by the belief that innovation can transform industries, empower communities, and create a more efficient, sustainable world.

With operations spanning five continents and a commitment to excellence in service and support, our purpose extends beyond engineering advanced equipment. We are pioneering innovation and paving a better tomorrow with factory automation solutions worldwide.

Summary: Maintains customer satisfaction by directly managing Field Service Technicians/Technical Support/Administrative Assistant and providing timely quoting as well as resolution to customer issues. 

Essential Duties and Responsibilities:

Supervises (FST) Field Service Technicians to ensure customer satisfaction
Coordinates department resources to meet customer expectation of 24/7 service coverage
Follows up on work results to provide exceptional customer service and responsiveness, includes personally following up with management personnel to analyze and resolve the most challenging customer issues. May include up to 10% travel to customer sites for personal follow-up visits.
Communicates effectively to build customer relationships and keep all stakeholders apprised of project and/or problem resolution status
Designs, develops and coordinates training programs for FSTs
Supervises field service training program to promote exceptional customer service
Trains and mentors employees to expand knowledge base and promote problem solving
Resolves warranty issues with customers and vendors
Identifies the root cause of the issue and determines a course of action that protects the company’s interests
Collaborates with the customer, vendors, and the appropriate departments to develop a mutually beneficial solution
Coordinates in house efforts to analyze warranty and develop processes and procedures to minimize future warranty claims
Ensures customer awareness of services
Ensures FSTs complete summary release and leave a signed copy with the customers
Ensures FSTs complete and submit their expenses by their designated deadline
Achieves financial objectives for the Field Service group
Prepares an annual budget, including forecasting functional requirements, analyzing trends, and presenting budget recommendations to the Division President
Manages to Field Service budget, including scheduling expenditures, analyzing variances, and initiating corrective actions
Utilizes CRM to manage customer relationships
Ensures that Field Service staff records historical solutions and diagnostic experience via the solutions database
Analyzes future applicability of complaint resolution information
Utilizes CRM to build a customer knowledge database
Provides tactical and strategic input on how the division can improve the value it provides to customers

Supervises staff respectfully
Maintains open and honest communication with direct reports
Periodically communicates clear expectations, monitors job results compared to expectations, and documents constructive coaching throughout the year; documents expectations and coaching during the annual review process
Enforces policies and procedures to ensure organizational consistency
Maintains professionalism and confidentiality in employee selection, performance management, and employee relations
Develops human resources
Trains and mentors employees to expand knowledge base and promote problem solving
Supports internal and external customer service
Understands and documents internal and external customer needs and expectations
Develops resources and critical service metrics to ensure these needs are being met
Communicates to appropriate team(s) when an expectation will not be met
Leads the continuous improvement effort
Documents processes and procedures, eliminates non-value added activities, and participates in cross functional CI teams
Drives the completion of department continuous improvement goals and objectives
Maintains professional and technical knowledge
Establishes personal networks, attends professional workshops and reviews publications
Contributes to team effort
Willing to attempt new assignments or fill in for others as needed; accomplishes other duties as assigned
Participates in applicable SOP and SWI training

Qualifications: To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Knowledge, skills and/or abilities:

Knowledge

Software

Vault Tool
(CRM) Customer Relationship Management Software D365 preferred
Microsoft Office (Word, Excel, PPT, Outlook)

Skills

Ana