Manager - Field Services

Reports to: Director of Technical Services and Project Management

Cooperates with: Engineering, Production, Sales, Customers, Field Services

Primary Responsibility: Responsible for the leadership, strategic growth, and operational performance of the Technical Services department, including Field Service, Commissioning, and Training. Responsible for transforming small, commissioning focused team into a nation-wide service organization that becomes a significant profit center for MIRATECH. Leads managers, supervisors, and technical staff, ensuring alignment with company strategies, goals and driving innovation. Oversees departmental organization, processes, culture, safety, budgeting, process improvement, employee development and long-term planning to expand capabilities and enhance customer experience.

Specific

Duties and Responsibilities:

• Lead and provide strategic direction for all Technical Services functions. Transition and build MIRATECH Technical Services department into a service division that is a profit center for the company.
• Drive an exceptional customer service focused culture where every technical service employee understands they are the face of the company and that they are passionate about fully representing our "MIRATECH Mindset" in every customer interaction. In key, high-priority issues, serve as the face of the company effectively addressing customers concerns, ensuring the customers positive allegiance to MIRATECH remains strong, and the customer believes their issues were hear, understood, and addressed.
• Conceive and implement service organization that meets customers' needs that are bifurcated into two distinct areas. The first is an effective SCR commissioning department that has low lead times and operates at a high level such that customers' projects, and in particular data center projects, are not delayed due to the commissioning of our products. The second is an experienced and responsive service team that provides exceptional customer service through routine maintenance service as well as short notice repair support for customers.
• Build and sustain an exceptional safety culture in the technician service department. Be a strong and vocal proponent for safety. Ensure that every employee in the technical services department passionately prioritizes safety in everything they do.
• Lead and mentor managers, supervisors, and technical staff to achieve company strategies, departmental goals and exceed performance metrics. Continually refine and improve metrics used to track all aspects of departmental performance and use them to drive continuous improvement and efficiencies.
• Develop, implement, and manage departmental budgets. Partner with the Sales organization to monitor and support the P&L for the service business. Drive exceptional financial performance in the service division.
• Establish policies, procedures, and best practices for safety, quality, and operational performance. Continually refine and improve procedures and practices to ensure they clearly define our expectations for exceptional performance and are effective at providing our employees with the support and guidance they need for exceptional service to our customers.
• Oversee the development of training programs for technical and leadership skills. Build certification programs that include routine re-certification at defined internals to ensure exceptional skills in our workgroup. Build mentoring and culture reinforcement programs that support achieving MIRATECH strategies and developing employees at a high level. Develop and continually strengthen a bench of employees with technical skills and leadership skills to support the long-term growth and success of the operations of the technical service division.
• Drive continuous improvement initiatives to improve efficiency and service delivery. Build a culture where every employee continually pushes to improve our procedures, practices and products. Ensure that the technical services department is a strong partner with peer organizations and is always effectively flowing communication to the groups that need it.
• Partner with engineering, sales, and production to ensure alignment between deliverables and customer needs. Be proactive in building strong relationships with these peer organizations.
• Develop long-term growth plans for staffing, skills, and technology. Partner with Sales in understanding the long-term business strategies for growth and profitability. Build the operational team and processes needed to meet and exceed those growth and profitability objectives.
• Monitor KPIs, analyze performance data, and present findings to executive leadership. Maintain a firm grasp of the operations of the technical services team so that noteworthy business risks are proactively identified and mitigated. Be a strong voice in the leadership of the organization to ensure that the needs of the operations of the technical services team are clearly understood by the senior executive team.
• Represent…