Director of Service Northeast

Provide the highest quality, most responsive customer-driven service and support, thereby advancing Multivac’s position in the food, medical, and consumer industries.  Direct and coordinate customer service activities to install, service, maintain, and repair items sold, leased, or rented with service contract or warranty by performing the following duties personally or through direct reports.  Ensure service calls and installation protocols are understood and enacted upon appropriately by all Field Service Technicians.

Time Utilization:  This position will travel up to 70% of the time. Schedule needs to be flexible to accommodate internal and external customers’ schedules. Willing to work outside normal business hours as job dictates. Provide after-hours support as needed.

Essential Duties and Responsibilities include the following.  Other duties may be assigned:

1. Understand commercial demands and circumstances, and execute appropriate strategies and tactics with dedication to meeting the requirements of all customers.

1. Actively participate in special projects as required by the V.P. of Customer Service. Manage changing priorities and diverse range of assignments.

1. Operate within annual expense budget and work to meet established regional revenue goals.  Maintain utilization rate of greater than 90% Field Service Technicians in the field.

1. Responsible for the selection of qualified associates, orientation, and training of staff reporting to position.

1. Define, establish, and enhance the roles, goals, and responsibilities for all associates within the department.  Ensure that all associates are effectively trained and skill sets match performance requirements.  General and specific goals are assessed and reviewed on a consistent basis as a team and individually within department.

1. Perform technical and developmental coaching with each Field Service Technician through regular travel in the field. Set expectation for Field Service Technicians and provide feedback.  Provide timely direction and feedback to associates through the performance management process.

1. Ensure ongoing safety, compliance, and quality training of Field Service Technicians.  Support Multivac Inc.’s quality and compliance policies and procedures, and enforce these guidelines to associates.

1. Remain current on trends affecting the industry and technology.

Qualifications:
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Education/Experience:
Bachelor's Degree in mechanical or electrical engineering, or similar discipline and 2 years related experience in field service management; or equivalent combination of education and experience. 

Computer Skills:
To perform this job successfully, an individual should be proficient in Microsoft Office, particularly Word, Excel, and PowerPoint.  Working knowledge of ERP systems required.   

Certificates and Licenses:
Current valid U.S. driver’s license and the ability to obtain a passport for travel as required by position.

Supervisory Responsibilities:
Directly supervises 3-20 associates on the service team. Carries out supervisory responsibilities in accordance with the organization's policies and applicable laws. Responsibilities include interviewing, hiring, and training associates; planning, assigning, and directing work; appraising performance; rewarding and disciplining associates; addressing complaints and resolving problems. Developing a team through coaching, counseling, and mentoring.  Ensures effective communication within department and that the service team follows-up appropriately.  Inspires confidence and energizes and motivates associates across functional teams.