BE SUPPORTED. BE DEVELOPED. BE REWARDED.
The Role:
As a Service Manager, you are the primary point of contact for our field service engineers in your area, leading and supervising a team specializing in heavy plant and mechanical processing/ recycling equipment. You will be on hand to provide expert technical guidance and coaching, ensuring all health and safety protocols are adhered to.
As part of your line management responsibilities, you will be fostering a safety-conscious culture within the team, in addition to monitoring and working to optimize field service operations, ensuring a timely response and resolution to customer issues.
Using your expert technical expertise, you will be the primary point of escalation for the resolution of any technical queries that arise, from both customer and field service engineers, assisting and dealing with complex problem-solving when needed. You will collaborate with field service engineers and customers to provide feedback on equipment performance and reliability and stay current with current industry trends, technologies, and best practices related to our products and services. This will involve daily interaction with OEM’s, internal operations and external meetings with clients and customers.
On completion of all work you will be directly responsible for the management of cost placement and maximum recovery of chargeable works (warranty and customer works), in order to achieve this you will be accountable for the quality assurance for fieldwork within your area, implementing and overseeing a robust quality-checking process for the work performed. You will conduct regular audits and inspections to ensure that all maintenance and repair activities meet the highest quality standards, providing feedback and training to field service engineers where needed.
Essential Job Duties:
- Day-to-day line management of field service engineers in your area.
- Day-to-day line management of service administrators in your area.
- Collaborating with the sales team to identify opportunities for contract renewals/equipment upgrades.
- Attend manufacturing meetings & training.
- Provide technical feedback to OEMS for product improvements and ongoing development.
- Primary technical POC for Factory/ OEM’s.
- Oversee the delivery of service/ warranty campaigns.
- Manage the daily WIP and invoicing process to ensure all work is carried out in an accurate and timely manner.
- Attending regular meetings and deputizing in absence of Field Service Manager.
- Liaising with other departments, to ensure that items required for repair and maintenance are accurate and available.
Minimum Requirements:
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The qualifications listed below are representative of the knowledge, skill, and/or ability required.
Work experience requirements:
- Minimum of 5 years’ experience working in a specialized engineering/technical management role.
- Minimum of 5 years ‘on-the-tools’ experience, working with heavy plant machinery, specifically movers and excavators.
- Demonstrable technical/mechanical customer service experience. In a similar role or similar industry.
- Ability to diagnose and categorise technical issues over the phone.
- Excellent organisational skills.
- Excellent communication skills.
- Excellent attention to detail.
- Mathematically competent with good IT skills.
- Ability to thrive in a busy, ever-changing environment.
- Ability to multi-task.
- Computer literate with the ability to competently use MS Office.
Other Details:
- A valid driver’s license and Real ID are required.
- Willingness to travel within Texas and surrounding regions as required to support field operations or attend customer sites.
- Occasional weekend or after-hours work may be required to meet operational demands.
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