Regional Field Service Manager II

 

PRIMARY FUNCTION:

Regional field service management responsibility which includes but not limited to:  Alignment with regional sales managers to provide localized service support, customer site visits, defusing tense situations, application evaluations, contracted service provider relationships and recruitment, on the job training for contracted service providers, start-up and commissioning of product, field conversions, quality and engineering liaison regarding product issues, manufacturing and product engineering field support, and new product development and reliability projects.

 

SCOPE OF RESPONSIBILITY:

              Position reports to the Field Service Engineering Manager

 

SPECIFIC DUTIES/ACCOUNTABILITIES (List in order of importance)

1. Aligned with Regional Sales managers to provide localized service support
2. Direct investigation of customer complaints regarding quality, tolerances, specifications, and delivered condition of products.
3. Maintain customer relationships during the course of customer investigations.
4. Recruit, train and sustain contracted service providers for adequate service coverage in the market working closely with Reps and the National Service Department to develop and maintain the service provider network.
5. Access training needs, skill levels and identify training opportunities for service providers
6. Maintain relationships with Reps and provide clear guidance on company policies, processes and procedures.
7. Negotiate validated labor claims with Reps & non-CSP’s  
8. Travel 80% in order to support and maintain assigned region.
9. Communicate with manufacturing, quality assurance, sales and engineering to resolve customer complaint issues.
10. Record, analyze, and inform concerned associates of production quality assurance, and sales departments of status and disposition of customer complaints and claims.
11. Utilize interpersonal skills to communicate professionally at all levels within the operational customer / supplier environment.
12. Provide written technical engineering reports of projects that incorporate the complete understanding of an integrated Water Heating System. 
13. Provide technical and service assistance to Company customers via telephone contact.
14. Perform field service on all Company products as required.
15. Assist in preparation of Technical Service Bulletins to provide product related information to the field.
16. Mentor and develop new Field Service Engineers/technicians.
17. Provide site inspection, start-up and conversion coordinator back up as needed.
18. Utilize statistical tools and techniques to analyze product and component field failures and warranty data to report recommendations.
19. Provide VoC data and work with our product engineering department for reliability testing and new product testing.
20. Participate with reliability engineering to identify test sites, assist in monitoring and reporting test data for the projects.
21. Actively participate in corrective and preventative action teams across the business.  Serve as a liaison with customers to assure prompt responsive action to any quality issue as necessary.
22. Actively participate in a service function for NPD projects.
23. Develop, sustain and continuously improve field service engineering processes to assure the quality of service to the customer
24. Ability to function in lieu of Field Service Manager in manager’s absence
25. Assist Legal Dept and Risk management on claims and site evaluations
26. Provide assistance to other departments as needed.