Regional Field Service Manager II

Regional Field Service Manager II at

A. O. Smith Corporation

Responsible for regional field service support, customer site visits, defect resolution, service provider relationships, and new product development. Reports to the Field Service Engineering Manager.

• Align with regional sales managers to provide localized service support.
• Investigate customer complaints regarding quality, tolerances, specifications, and delivered condition of products.
• Maintain customer relationships during the course of investigations.
• Recruit, train and sustain contracted service providers to cover market demand.
• Identify training needs and opportunities for service providers.
• Provide guidance on company policies, processes and procedures to reps.
• Negotiate validated labor claims with reps & non‑CSPs.
• Travel 80% to support and maintain assigned region.
• Communicate with manufacturing, quality assurance, sales and engineering to resolve customer complaint issues.
• Record, analyze and inform concerned associates of production quality assurance and sales departments of status and disposition of customer complaints and claims.
• Utilize interpersonal skills to communicate professionally at all levels within the operational customer/supplier environment.
• Provide written technical engineering reports of projects that incorporate the complete understanding of an integrated Water Heating System.
• Provide technical and service assistance to Company customers via telephone contact.
• Perform field service on all Company products as required.
• Assist in preparation of Technical Service Bulletins to provide product related information to the field.
• Mentor and develop new Field Service Engineers/technicians.
• Provide site inspection, start‑up and conversion coordinator backup as needed.
• Utilize statistical tools and techniques to analyze product and component field failures and warranty data to report recommendations.
• Provide VoC data and work with product engineering department for reliability testing and new product testing.
• Participate with reliability engineering to identify test sites, assist in monitoring and reporting test data for projects.
• Actively participate in corrective and preventative action teams across the business; serve as liaison with customers to assure prompt responsive action to any quality issue.
• Actively participate in a service function for NPD projects.
• Develop, sustain and continuously improve field service engineering processes to assure the quality of service to the customer.
• Function in lieu of Field Service Manager in manager’s absence.
• Assist Legal Dept and Risk Management on claims and site evaluations.
• Provide assistance to other departments as needed.
• Perform any other activities as needed or as directed.

• Bachelor’s Degree in a technical related field (Associate’s Degree and equivalent experience considered).
• Minimum of 7 years related work experience.

• Minimum 7 years HVAC/Plumbing/Mechanical related experience.
• Trade Certification (e.g., Certified Quality Engineer, EPA 608, NATE preferred).
• Proficiency with computers and programs such as Microsoft Office, Sales Force, SAP.
• Proficient customer service experience.
• Demonstrated experience in Electrical or Mechanical aptitudes and HVAC systems.
• Demonstrated experience in Control Systems (PLCs) and Building Integration Systems preferred.
• General understanding of local, state, and national codes/regulations.
• Ability to solve practical problems and deal with a variety of variables in low‑standardized situations.
• Ability to work independently and as a team to meet deadlines and goals.
• Demonstrated comprehension of electrical systems, low voltage, high voltage, single and three phase systems.
• Demonstrated comprehension of gas supply systems (Natural/Propane) and regulation.
• Demonstrated comprehension of #2 fuel oil and delivery systems.
• Demonstrated comprehension of water supply systems, pressure boosting systems, regulation, piping scenarios, etc.
• Demonstrated comprehension of HVAC and refrigeration systems.

Competitive base salary and comprehensive benefits plans including medical and dental insurance, company‑sponsored life insurance, retirement security savings plan, short‑ and long‑term disability programs, and tuition assistance.

In developing this job description care was taken to include all competencies needed to successfully perform in this position. However, for Americans with Disabilities Act (ADA) purposes, the essential functions of the job may or may not have been described for purposes of ADA reasonable accommodation. All reasonable accommodation requests will be reviewed and evaluated on a case‑by‑case basis.