Field Service Manager

Join the Carolina Cat Team

As a family-owned company under our third generation of leadership, we have built our business based on the principles of trust, integrity, and a desire to help our customers and employees succeed.

Since 1926, we’ve supported our communities by supplying equipment for critical infrastructure and commerce and by donating our time and resources to area nonprofits. We make smart investments in our company and continuously improve as part of our vision to be a trailblazing company that’s built to last.

We’re looking for hard-working, team-oriented professionals who enjoy working on new challenges every day. We believe our employees are the key to our success, and we’re committed to providing a work experience that helps our team grow to their full potential.

Collectively, our employees work together to make a difference for our customers, our communities, and our company. Learn more about what it means to become a team member with Carolina Cat.

Summary

The Field Service Manager has the critical responsibility to oversee fleet trucks, facilities, buildings, and issues associated with the local area. This not only includes day-to-day operations but also strategic direction and the consistent performance of the department. The Manager helps local personnel focus on safety, customer satisfaction, employee satisfaction, profitability, and overall general performance. 

Essential Functions

Service Responsibilities:

• The Field Manager directs and controls the field service department to ensure an efficient and profitable operation to support branch and corporate objectives, and by maintaining the highest quality of service to the customer. This includes:
  • Developing, monitoring, and managing annual budgets and objectives.
  • Ensuring quality repair work and superior customer satisfaction.
  • Timely resolution of customer complaints and disputes.
  • Satisfactorily administering timely invoice processes, including all field service policy and warranty.
• Managing performance of employees and staff to achieve service excellence
• Using action plans to maintain high levels of employee satisfaction
• The Field Service Manager is responsible for the harmony and safe working conditions of the department.
• The Field Service Manager position is a combination of facilitator and motivator.
• The Field Service Manager is responsible for the actions of department employees and is responsible for overall employee wellbeing and attitude.
• The Field Service Manager should lead and promote a positive working environment that fosters excitement in the workforce.

Leadership:

• The Field Service Manager will work closely with the other Managers to assure employees have an avenue to discuss issues and concerns. This shall include disciplinary issues as well as day to day issues.
• Employees should feel they have a voice, and that our management group is willing to listen and act.
• Employees should also feel they have the chance to advance with the company as opportunities arise.

Service Facilities:

• The Field Manager is responsible for the day-to-day operations and management of the service to facility/buildings, field fleet, and fleet equipment.
• This will include the maintenance and repair of all structures and their systems (i.e., HVAC, electrical, water, sewer, etc.).
• The Field Service Manager is to work closely with the Facility Manager to resolve problems.
• Capital budgets for the Service facilities are to be prepared with the help of the Branch Manager and Operations Direct.
• The Field Service Manager will assist with overseeing any construction projects in the department. This would not only include the day-to-day management of any construction, but also the planning process.
• The Field Service Manager will should communicate to other managers, division managers, or facility manager as required for the purpose of resource sharing.
• Lead all department Continuous Improvement activities:
  • Using problem SQDC problem solving methodology to achieve the improvement of existing processes or development of new processes leading to greater efficiency.
  • This includes the implementation and management of change while simultaneously championing other lean philosophies.
  • This includes effective business judgment and critical thinking, as well having a systemic perspective of the branch’s core business.
  • Facilitate Daily SQDC Meetings and update all materials as needed, conduct problem solving activities and implement countermeasures.
  • Identify and assist with Leader Standard Work for department leadership. 
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