Field Service Staff Manager

Beschreibung

The Field Service Staff Manager leads a team of field technicians to ensure high-quality service delivery and customer satisfaction. This role oversees maintenance, repairs, and other field activities, ensuring compliance with company standards and safety guidelines. The manager supports employee development and meets performance targets through effective leadership and feedback. Collaboration with other departments and resource optimization are key responsibilities. The ultimate goal is to drive operational excellence and contribute to the organization’s success.

Essential Responsibilities:

• Directly manage a team of approximately 10 Field Technicians, focusing on work quality, profitability, achievement of targets, employee development, and customer satisfaction.
• Ensure high-quality execution of routine maintenance, commissioning, repairs, overhauls, and warranty procedures for the T9 product line in Romania.
• Collaborate in the strategic planning of the service region, particularly with the Technical Support Team and Maintenance Managers.
• Demand, review, provide feedback, and forward debriefs from Field Technicians as required.
• Oversee the classification of service technicians within the region according to their qualifications.
• Ensure compliance with all safety and EHS guidelines for employees, contractors, and external partners in the service region, including implementation, audits, and escalation of relevant topics.
• Work closely with Area Managers to meet customer requirements by delivering high-quality and timely service, including on-site spare parts delivery and identifying new business opportunities.
• Optimize costs of Field Service and ensure fulfillment of service contract requirements.
• First Contact for minor technical Problems for Field Technicians
• Escalate complex technical issues to the Help Desk as needed.
• Enhance customer satisfaction by ensuring rapid response times and providing necessary service expertise.
• Manage subordinate employees in line with target agreements and employee development plans.

Qualifications / Requirements:

Key professional, project or leadership experience:

• Technical knowledge about reciprocating  engines at least 3 years experience
• technical equivalent and/or experience in working with Oracle ERP, Microsoft Office applications, technical databases,
• Mechanical/ electrical background min. 10 years experience

Academic requirements:

University degree or equivalent and technical business experience as well as a qualification in a technical field is required

Languages:

English and Romanian

Job specific knowledge:

• Possesses in-depth technical expertise in servicing the J920 engine, enabling effective organization and ordering of all necessary service parts and equipment.
• Demonstrates strong knowledge of customers and their specific requirements, ensuring prompt and effective responses to inquiries and the delivery of excellent customer service.
• Combines advanced technical proficiency with outstanding customer service skills to address both operational and client needs.
• Exhibits excellent written and verbal communication skills in both English and polish.
• Proficient in the use of relevant computer systems and digital tools to support service operations.