Field Service Manager

POSITION SUMMARY:

As a Field Service Manager you will play a pivotal role in ensuring the seamless operation and maintenance of our products. You will oversee a team of skilled technicians providing leadership guidance and support to enhance service delivery and customer satisfaction. Your responsibilities will include managing schedules optimizing resource allocation and ensuring that all field operations align with company standards and best practices.

ESSENTIAL DUTIES AND RESPONSIBILITIES:

Lead Manage Coach and Mentor the department.

Build a scalable department by implementing processes and procedures in adherence to the Easy Ice operating system.

Create and maintain preventative maintenance schedule

Displays extensive working knowledge of industry standards and practices including product details and company services offered

Coordinate work order schedule with Technicians and customers

Responsible for ensuring technicians are following SOP

Responsible for technicians yearly performance reviews

Monitors department issues and client complaints to define patterns and work to lessen those recurring issues

Maintain inventory and parts that the Field Technicians use

Manage equipment refurbishment ensuring work is completed to standard

Follow up with customers regarding maintenance satisfaction as well as auditing work being done to ensure all standards are being met and maintenance work is carried out effectively correctly and thoroughly

Responsible for ensuring all parts are returned and submitted for warranty on schedule

Offers exemplary customer service including maintaining customer relationships and ensuring repeat customers by upselling products and services and taking care of any customer concerns or complaints quickly and professionally

Maintain and monitor metrics for Service PM and Refurbishment processes

Assists with or performs administrative tasks

Other duties as assigned

POSITION QUALIFICATIONS:

Education: High School Diploma or equivalent

EPA Certification: Universal

Experience: Customer Service experience is required previous service experience preferred

OTHER DESIRED SKILLS:

Strong customer-facing skills as well as strong phone skills and the ability to project a pleasant tone

Team oriented

Self-starter

Troubleshooting

Detailed oriented and high level of accuracy delivered

Proficient in Microsoft applications

Ability to perform effectively in a fast pace environment

Ability to handle stress and resolve problems quickly

Strong organizational and time management skills

Ability to learn Easy Ice/Automatic Icemakers protocols and procedures

ADDITIONAL REQUIRED ATTRIBUTES:

Strong command of companys policies and procedures

Continuously evaluate and identify opportunities to drive process improvements that positively impact the customers experience

A desire to continually increase your knowledge of the industries we serve; and products services and processes our company can produce

Exhibit good decision making analytical problem solving and excellent organizational abilities

Communicate clearly and professionally both verbally and in writing and possess excellent interpersonal skills

WORK ENVIRONMENT:

Work primarily in a climate controlled environment with minimal safety/health hazard potential

Sedentary sitting walking occasional lifting (overhead waist level) from floor bending frequent near vision use for reading and computer use

Sits for extended periods of time

Must have sufficient visual acuity to be able to work for prolonged periods of time on a computer monitor

The above statements are intended to describe the general nature and level of work performed by people assigned to this classification. They are not intended to be an exhaustive list of all job duties performed by the personnel so classified.

Easy Ice is an Equal Opportunity Employer that does not discriminate on the basis of actual or perceived race color creed religion national origin ancestry citizenship status age sex or gender (including pregnancy childbirth and pregnancy-related conditions) gender identity or expression (including transgender status) sexual orientation marital status military service and veteran status physical or mental disability genetic information or any other characteristic protected by applicable federal state or local laws.