Field Service Manager

Position Description

Ata Glance

Legrand
has an exciting opportunity for a Field Service Manager to join the Lighting Sector Kenall Team in
Kenosha, WI. The Field Service Manager will support Kenall’s post-sales field service team, which is responsible for installation assistance, resolving customer issues and warranty claims. As the leader of the field service team, assist with determining root cause with installation, product/application issues and warranty claims. This is a dynamic and highly visible position that will be exposed to all areas of the company while working with members of quality, engineering, operations and sales to provide quick and accurate resolutions to customer problems.

What Will You Do?

• Team Leadership - Manage, train, and support a team of field service technicians. Set performance goals, conduct evaluations, and foster a culture of accountability and continuous improvement. Manage warranty claims and the company database of warranty and field related claims.
• Customer Engagement –Be the key point of contact for escalated service issues and ensure timely resolution. Negotiate labor proposals with outside contractors as needed. Be the voice of the customer when interacting with engineering and operations.
• Reporting & Analysis – Monitor KPI such as response time, service Quality and customer feedback. Lead Field service root cause analysis. Analyze field data and summarize into clear, cohesive, and informative presentations. Assure the groups compliance with delegation of authority and other Legrand HR policies. Works with the quality organization to identify and resolve field issues.

Required Skills

• Minimum 2 years previous field service experience in a leadership role.
• Experience with LED lighting systems and lighting industry experience.
• Excellent verbal/written communication skills.
• 4-year technical degree, preferred. Associate degree with related experience considered.
• Ability to work closely with sales, engineering, quality, operations and product management and finance on identification and prioritization of post sales activities.
• Ability to work in Microsoft Outlook, Word, Excel, PowerPoint and ERP systems.
• Strong electrical and mechanical aptitude.
• Comfortable working with AC and DC voltage when analyzing issues.
• Working knowledge of test and diagnostic equipment such as a multi-meter.
• Demonstrated ability of strong customer focus and technical skills with strong electrical and mechanical aptitude.
• Ability to work with other departments in identifying and solving problems.
• Willingness to travel as needed (up to 10-15%).

About Legrand

Legrand is the global specialist in electrical and digital building infrastructures. Our comprehensive offering of solutions for residential, commercial, and data center markets makes us a benchmark for customers worldwide. We harness technological and societal trends with lasting impacts on buildings with the purpose of improving life by transforming the spaces where people live, work, and meet with electrical and digital infrastructures and connected solutions that are simple, innovative, and sustainable.

Legrand is a global, publicly traded company listed on the Euronext (Legrand SA EPA: LR). For more information, visit

About Legrand North and Central America

Legrand, North & Central America (LNCA) is a leader in the AV, Lighting & Controls, Electrical, and Data Center markets. LNCA offers comprehensive medical, dental, and vision coverage, as well as distinctive benefits like a high employer 401K match, paid time off (PTO) and holiday pay, short-term and long-term disability benefit plans, above-benchmark paid maternity and parental leave, bonus opportunities in accordance with the Company’s incentive plans, paid time off to volunteer, and an active/growing Employee Resource Group network.

For more information, visit legrand.us

About Legrand’s Lighting Sector

Legrand’s Lighting Sector consists of five lighting brands;
Pinnacle, Finelite, Focal Point, and OCL which focus on architectural, decorative, and downlighting and Kenall which focuses on lighting for demanding environments.

We employ a talented group of employees that love lighting to design and manufacture high performance, energy efficient LED lighting solutions for applications in commercial, educational, healthcare, as well as challenging environments such as tunnels and correctional facilities.

With an eye toward sustainable design, our focus is on specification-oriented products and solutions that meet the functional needs of spaces while working in harmony with the designer’s vision for those spaces. We work with architects, engineers, and contractors to supply lighting built specifically for their client’s projects.

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Equal Opportunity Employer