Field Service Manager

This individual will provide leadership in motivating, managing, and evaluating field service team member. He/she will manage the field service operations to ensure customer satisfaction. He/she will be responsible for meeting with customers and driving sales. Field management responsibilities include overall scheduling, customer management, coordination and allocation of resources.

Specific Duties Include:

• Collaborate with the Service Mangers in Austin.

• Demonstrate leadership in all aspects of the field service operations.

• Coach and mentor field service employees on a regular basis with regards to efficiency, productivity, rework, and gross margin.

• Ensure customer satisfaction. Work with the field service team to know the customer's current and future expectations and work with all store departments to resolve customer concerns.

• Understand and communicate the quarterly Profit Sharing program to employees.

• Oversee the scheduling of all field service work and assignments.

• Oversee the timecard review and signoff for all technicians.

• Ensure work orders are charged out in a timely and in a profitable manner.

• Ensure the processing of warranty claims timely monitoring of warranty sub-ledger for all pieces of equipment.

• Manage and maintain company property including equipment and vehicles. Inventory company-purchased tools and follow checkout guidelines.

• Provide feedback to improve processes and customer satisfaction.

• Facilitate or participate in monthly safety meetings.

• Review monthly Risk Management Report by location with the General Manager.

• Create and monitor annual field service benchmarks and budget, in alignment with the company's financial and operational objectives.

• Review all receivables at least monthly. Establish collection plans and monitor aggressively. Ensure that appropriate communications take place throughout the location/s by facilitating/participating in monthly open-book meetings, conducting regular team meetings, encouraging an open-door policy, and proactively seeking feedback from team members.

• Foster an engaged work environment within the location/s, encouraging accountability, open communication, teamwork, and a commitment to serving the customer.

• Lead and manage all business and/or department activities related to ensuring the customer experience is positive and that all team members are committed to creating solutions and long term relationships with customers.

• Ensure that the company/location reputation and image in the community is consistent with RDO Integrated Controls Core Values, and that business relationships with all stakeholders are not compromised.

• Manage the evaluation, allocation, and management of physical and financial resources and administer the hiring, development/training, management, evaluation, and effective assignment of people resources.

• Responsible for ensuring that sound and safe business practices and processes are implemented and continuously improved to effectively and efficiently achieve ethical business objectives.

• Follow all safety rules and regulations while performing work assignments and adhere to all policies and procedures as specified in company manuals and as directed in the employee handbook.

• Proactively seek and participate in available company-sponsored training, in an effort to develop and advance knowledge base and skill set.

• Maintain a positive and professional working relationship with peers, management, and support resources, with a constant commitment to teamwork and exemplary customer service.

• Perform all other duties as assigned by management in a professional and efficient manner.

Job Requirements:

• Previous service supervisory/dispatching/management experience

• Excellent customer service skills

• Excellent oral and written communication skills

• Strong computer skills

• Industry exper