Field Service Manager

Overview:

Performs a variety of complex support activities with in the Field Service Department. Provides oversight and management level support to other service branch supervisors and their staff. Assesses and responds to complex situations where standard procedures have failed to isolate or fix equipment issues. Is strategically and tactically responsible for closure of all customer escalated problems and issues within their region. Reports reliability and quality problems to appropriate groups with in the company. Uses prior experience to resolve non-standard problems. Ensures all training certifications and requirements are maintained in an up to date fashion. May train lower level field service staff. Responsible for overseeing and organizing work performed by direct reports in a given area or region and all branch activities.

Job Duties:

• Responsible for providing oversight and management level support to branch supervisors and their staff. Actively coaches and supports all direct reports and their staff.

• Interface with sales staff and customers to establish / sell and provide field service and support.

• Responsible for building and increasing service revenue through sales of periodic maintenance and service contracts to regional and National Account Customers.

• Monitor and Maintain all branch related activities as they pertain to service and refurbished equipment.

• Maintain a well functioning and organized branch as it pertains to general maintenance and cleanliness of branch.

• Assist in the sales of refurbished units and refurbishment supervision

• Reports multiple failures, and reliability problems to the pertinent department.

• Develop and manage operational budget for region.

• Develop and maintain metrics appropriate to department that will be reported on a monthly basis.

• Manage after-sales collections for current customers in bad standing

• Participate in weekly call reports

• Provide necessary support to dispatching technicians and their routes

EDUCATION:

Bachelors degree from a four year college / university or minimum of 5 year equivalent in a similar capacity.

EXPERIENCE:

A minimum of 5 or more years experience; or equivalent combination of education and experience.

KNOWLEDGE & PERSONAL ATTRIBUTES:

Excellent communication skills.

Very strong organizational skills.

Ability to expertly negotiate with executives, peers, and customers in order to maintain high levels of customer satisfaction, as determined by the company's core values and in the customer's best interests.

Must be a field service expert, on a mission driven by the customer, and guided by the companies strategic vision.

Must posses excellent decision making and independent thinking skills, and be able to apply them with limited information under strict time constraints.

Ability to simultaneously manage multiple high-level priorities, deliverables and projects with efficiency, expert knowledge and tact.

COMPUTER SKILLS:

MS Office and business applications.

CRM experience

Salesforce/Servicemax/LN experience a plus not required

LANGUAGE SKILLS:

Ability to read, write and speak English and interpret documents such as safety regulations, operating and maintenance instructions and procedure manuals. Ability to write routine reports and correspondence. Ability to speak effectively before customers or employees of the organization.

MATHEMATICAL SKILLS:

Ability to work with mathematical concepts such as probability and statistical inference. Ability to apply concepts such as fractions, percentages, ratios, and proportions to practical situations.

REASONING ABILITY:

Ability to apply common sense understanding to carry out instructions furnished in written, oral or diagram form. Ability to deal with problems involving several concrete variables in standardized situations.

PHYSICAL DEMANDS:

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential duties of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this job, the employee is regularly required to use hands to finger, handle or feel objects, tools or controls and reach with hands and arms; to stand, walk and sit; and to talk and hear.

The employee must regularly lift and/or move up to 10 pounds, frequently lift and/or move up to 25 pounds and occasionally lift and/or move up to 100 pounds. Specific vision abilities required by this job include close and peripheral vision, depth perception, color vision and the ability to adjust focus.

WORK ENVIRONMENT:

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Let's create a cleaner future together

Clean is changing. Today, cleaning is a key contributor to health and safety, and a new clean is emerging, driven by technology and innovation. At Nilfisk we are a driving force in this development, and we work as one team with one agenda, supporting each other across an exciting, dynamic organization. Being part of Nilfisk means having the freedom to speak your mind and do what you do best. You will thrive by having a hands-on approach and the drive to bring your great ideas to life. At Nilfisk you can lead, innovate and collaborate for a cleaner future. Are you ready to make a change?

We embrace diversity and equality with an environment of inclusion. We encourage everyone to apply for the position, regardless of origin, race, ethnicity, religion, physical or mental ability, gender, gender-identity or expression, sexual orientation, and age.

Nilfisk offers a competitive total compensation package. Benefits include Health, Dental, Vision, Basic and Supplemental Life, Critical Illness and Accident Insurance, Flexible Spending Accounts, Health Savings Account with Company Contribution, 401K with Company Match, Long and Short Term Disability, Employee Assistance Program, Legal Plan, Parental Leave, Paid Vacation and Sick Time, Paid Volunteer Day, Tuition Reimbursement, Wellness Reimbursement, Scholarship opportunities, etc.

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EEO is the Law

Nilfisk, Inc. is an Equal Opportunity and Affirmative Action employer committed to creating a diverse workforce. We consider all qualified applicants without regard to race, religion, sex, national origin, age, sexual orientation, gender identity, disability, or veteran status, among other factors. Applicants can learn more about our status as an Equal Employment Opportunity/Affirmative Action employer by viewing the federal KNOW YOUR RIGHTS EEO poster.