Field Service Supervisor

Lincoln Electric is the world leader in the engineering, design, and manufacturing of advanced arc welding solutions, automated joining, assembly and cutting systems, plasma and oxy-fuel cutting equipment, and has a leading global position in brazing and soldering alloys. Lincoln is recognized as the Welding Expert™ for its leading materials science, software development, automation engineering, and application expertise, which advance customers' fabrication capabilities to help them build a better world. Headquartered in Cleveland, Ohio, Lincoln Electric is a $4.2B publicly traded company (NASDAQ:LECO) with over 11,000 employees around the world, with operations in 71 manufacturing and automation system integration locations across 21 countries and maintains a worldwide network of distributors and sales offices serving customers in over 160 countries.

 

 Location: Remote - Michigan - Fort Loramie, OH, United States (US)
Employment Status: Salary Full-Time
Function: Customer Experience
Req ID: 25444 

 

 

Candidate may reside anywhere in the US and travel would be required.

PRIMARY FUNCTION

The Field Service Supervisor role is responsible for the consistency & quality of field service execution and development of the field service organization.

RESPONSIBILITIES

• Develop plans and align work and resources so that customer needs, contractual obligations, and service work is completed within appropriate timeframes and meets quality expectations.
• Work cross-functionally to develop improvements to service processes and drive organizational adoption of tools identified to increase efficiency and effectiveness.
• Collaborate with service leadership to develop service offerings that enables a shift in our business model from “reactive” to “proactive” and focuses on customer satisfaction and engagement.
• Develop and manage remote field service team(s) where potential business is high and where major customers are identified.  Participate in development, measurement and driving of service KPIs.
• Includes direct people management responsibility including staffing and performance development.
• Provides constructive feedback, conveys performance expectations and may handle sensitive issues.
• Build and maintain relationships with internal and external business partners, including, Engineering, Operations, Order & Parts, Project Management, Sales, Training, Technical Support, teams.
• Solicit and apply customer feedback (internal and external) to drive continuous improvement.

BACKGROUND EXPERIENCE

• Recent experience in managing large remote employee-based territory
• Experience in resource planning and managing employee performance
• Strong written and verbal communication skills.
• Working knowledge of SAP or EPICOR
• Proficiency in Microsoft Office Suite

EDUCATION/TRAINING/EXPERIENCE

• Bachelor’s degree from an accredited college or university with a minimum of 5 years of related experience (OR a minimum high school diploma / GED with an additional 4 years of product management experience)
• Strong interpersonal and leadership skills.
• Team oriented
• Ability to work independently with little supervision
• Ability to adapt to a dynamic agenda
• Resourceful with strong problem solving
• Judgement when making decisions
• Demonstrated ability to analyze and resolve problems.
• Demonstrated ability to lead programs / projects.

 

PHYSICAL DEMANDS

The physical demands described here are representative of those that must be met by an employee to successful