Field Service Manager, General Industries

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Job Summary

Job Description

SUMMARY OF ROLE

The Field Service Manager provides Field Service Technicians and Engineers with training opportunities manages schedules follows up on open service & support cases and directly fulfills commissioning field service and preventative maintenance obligations. The Field Service Manager will be responsible for overseeing the post-installation responsibilities and service work for the Low & Medium Voltage Power Systems installed base as it relates to performance and system uptime with the support of associated Service and Nidec Conversion Engineering departments.

The Field Service Manager is responsible for providing directly and through the Field Service Technicians/Engineers comprehensive technical support to our clients and ensuring that our products and systems are running reliably. This role requires excellent communication and problem-solving skills as well as a deep understanding of low and medium voltage drive systems.

PRINCIPLE JOB RESPONSIBILITIES

• Install configure commission and troubleshoot our products and systems on-site or remotely
• Perform regular preventive and corrective maintenance and upgrades on our products and systems
• Respond to customer inquiries and provide technical support via phone email or in-person
• Manage a team of Service Technicians/Engineers set schedules and priorities to serve customers within the Americas
• Be ready to travel in respective region with minimal notice; Travel loading 50%-70%
• Collaborate with Sales and Engineering teams to identify and resolve customer issues
• Maintain high levels of communication and feedback within the service organization; prepare/review daily updates of work completed problems identified and future timelines
• Exercise discretion and independent judgment while overseeing the field service teams work
• Evaluate the work of Service Technicians/Engineers to provide both periodic performance reviews
• Provide necessary On-boarding and coordinate the training plans for the Field Service Technicians/Engineers
• Work with other departments to ensure effective processes are in place
• Responsible for the day to day operation. Including acting on actual events arranging resources and monitoring the progress of work-in-process
• Responsible together with Service Director for the creation delivery and productivity of the field service team.

REQUIRED QUALIFICATIONS AND EXPERIENCE

Education Experience & Qualifications

• 10 years of experience
• Associates Degree required Bachelors degree preferred
• Strong analytical and problem-solving skills
• Excellent communication and customer service skills
• Ability to work independently and travel as needed

ORGANIZATIONAL IMPACT

• Implements strategic goals for the Field Service department as determined by Service Director with significant impact on the department

• Expert technical contributor
• Establishes operational plans for the department with short-to-mid-term impact on results (e.g. 1-3 years);
• Develops and provides measurable input into new Service offerings processes standards and/or operational plans that will positively impact on the achievement of overall results
• Is seen as a subject matter expert within the roles respective field
• Plans and establishes goals and objectives for the Field Service team typically comprising of intermediate-level professionals and entry level professionals

Additional Job Details

Management M2

Organizational Impact
Works to achieve operational functional and/or business targets within team with direct impact on departmental or job family results
Delivers operational results that have impact on the immediate or short-term results (e.g. less than 1 year) for the department and/or job family group
Plans and establishes goals and objectives for a team typically comprising of intermediate-level professionals and entry level professionals
Communication & Influence
Communicates with parties within and occasionally outside of own department or job family which may include external clients or partners depending upon the job area
Requires ability to influence others outside of own job area on policies practices and procedures
Innovation & Complexity
Responsible for making moderate improvements of processes systems or products to enhance performance of the job area
Problems are difficult and moderately complex and typically impact multiple departments or job family
Problems are typically solved through drawing from prior experience and analysis of issues
Leadership & Talent Management
Manages a team typically comprising of intermediate-level professionals and entry level professionals
Leads directs and reviews the work of team members in order to accomplish operational plans and results
Typically has hiring firing promotion and reward authority within own area in accordance with manager review and approval
Knowledge & Experience
Requires practical knowledge in leading and managing the execution of processes projects and tactics within one job area
Typically has advanced knowledge and skills within a specific technical or professional discipline with understanding of the impact of work on other areas of the organization
Typically has a bachelors degree or equivalent professional certification and 5 years of prior relevant experience

Equal Employment Opportunity and Affirmative Action at Nidec
Nidec is an Equal Employment Opportunity (EEO) and Affirmative Action Employer encouraging diversity in the workplace. All qualified applicants receive consideration for employment without regard to their age gender gender identity sexual orientation race color genetic information religious creed national origin physical or mental disability protected veteran status or any other characteristic protected by law. For more information regarding your (EEO) rights as an applicant please visit the following website: Shift Schedule

No Soliciting

Nidec will not accept unsolicited resumes from individual recruiters or third party recruiting agencies in response to Nidec job postings. No fee will be paid to third parties who submit unsolicited candidates directly to our hiring managers. Pre-approval from the Nidec Talent Acquisition team is required before any external candidate can be submitted and such candidate must be submitted to the Nidec Talent Acquisition team.