Field Service Manager

Operational Technical Services provided pay range

This range is provided by Operational Technical Services. Your actual pay will be based on your skills and experience — talk with your recruiter to learn more.

$/yr - $/yr

Operational Technical Services (OTS) is one of the fastest growing private water and wastewater utility staffing providers in the country. We provide certified water treatment, distribution, wastewater treatment, collections, engineering, laboratory, water quality, maintenance, and training professionals to municipalities, special districts, and private utilities throughout the country. OTS offers temporary, temp to hire, direct hire and emergency on-call opportunities including great benefits.

Field Services Manager

Salary: $100-$120K DOQ

Schedule:

M-F 7am-4pm

UGSI Chemical Feed and Velodyne, subsidiaries of the client, are a leader in water disinfection technologies for municipal clients. Our client is one of the most dynamic and fastest growing companies in the water infrastructure market, with a portfolio of proprietary and patented technologies targeting water and wastewater treatment, including on-site hypochlorite generation equipment, polymer activation systems, chemical feed systems, and potable water mixing and treatment systems.

The Field Service Manager will ensure the safe, efficient, and effective operation of field service activities across the UGSI Chemical Feed and Velodyne business units. Main duties encompass various aspects of field service management, customer relationship management, and team leadership including strategic resource planning of on-site equipment startup and service, internal and external technical and product training, and driving sales of parts and services.

This position requires a balance between field personnel management and scheduling, and customer service business skills. The successful candidate will be a highly responsible and reliable, detail oriented, self-starter with a customer-centric personality, strong organization and communication skills.

The ideal candidate will be able to quickly learn and utilize our business systems like Salesforce, MRP, and related tools and be proficient in the Microsoft Office suite. They must have a strong technical aptitude to have a thorough understanding of the product lines and industries their team supports, helping to ensure a successful equipment startup or service experience. They will be able to create and maintain a rapport with customers and our internal, diverse local and remote teams, striving to improve our Company impact on the industry and our customer experience.

This position will report out of either the Vineland, NJ or the Grain Valley, Missouri office.

• Schedule and assign work to department personnel based on their individual skills and workload, including start-up, customer training, warranty repairs, and other services as sold or needed.
• Ensure that customers receive timely, efficient, and high-quality service.
• Work with internal personnel, customers/agents and contractors to ensure successful field installations, start-ups, and service of equipment.
• Ensure effective communications and relationships are maintained between customer(s), Service Manager, Service Dept. team members, and field service personnel.
• Prioritize and manage time efficiently as both a manager and team member.
• Address and resolve customer complaints and issues promptly to maintain high levels of satisfaction.
• Optimize field service operations to ensure maximum productivity and intentional downtime.
• Implement and monitor performance metrics to assess and improve individual performance and service efficiency.
• Recruit, train, and develop a skilled team of field service technicians.
• Develop and lead training program for Field Service Technicians and help lead remote and in person training and meetings for external teams.
• Provide ongoing coaching and support to enhance both the technical and soft skills of the service team, and the Company as needed.
• Understand budgets and monitor expenses to help control costs.
• Identify and help drive opportunities for revenue growth through service contracts, upselling, and other means.
• Foster a positive and collaborative team environment with clear expectations.
• Set, model, and audit proper documentation practices and ensure team completes accurate and valuable service reports-recording repairs, warranty services, maintenance performed, and startup documentation.
• Work with various teams to develop and implement continuous improvement initiatives to enhance service quality and improve customer engagement and retention, and/or to improve internal processes.
• Build and maintain strong relationships with key customers and stakeholders.
• Work with sales teams to stay updated with industry trends and innovations to keep the local service operations competitive and efficient and expand offerings as applicable.
• Work with…