Field Service Leader

The Senior Field Service Leader position is responsible for providing leadership to managers and teams, supporting and guiding technicians and building long-lasting relationships with customers by exploring their needs and expectations, providing specific measurable goals, and achieving results within expected time frames.

ESSENTIAL FUNCTIONS:

• Collaborate with engineering, operations, and sales to ensure prioritization of initiatives and identified solutions are in alignment with the overall objective and strategy of the organization.
• Follows up with customer feedback for quality assurance.
• Reports to senior management on field service personnel, service, administrative and or customer needs.
• Leads and directs the work of other employees and has authority for personnel decisions.
• Impact policies and procedures, departmental budgeting, strategic planning, and procedural change.
• Supports service failures until the issue is resolved.
• Coordinate service schedules and assign technicians to work orders for troubleshooting, installation, maintenance, and repair of new and rebuilt equipment.
• Document and track service activities, resolutions, customer feedback, and on-going issues.
• Evaluate repairs against existing service level agreements or warranties and prepare price quotes.
• Ensure that service staff have appropriate tools and spare part inventories needed to complete work orders.
• Coordinate service contracts, schedules, maintenance, inventory, and supplies.
• Assess and develop capabilities of technicians to ensure the appropriate mix of mechanical/electrical disciplines to effectively meet customer needs.
• Manage service logistics relative to materials, equipment, people, processes, measurements, standards, and efforts with a primary focus on safety, delivery, quality, and cost.
• Provide coaching and feedback to the inhouse service team; provide performance reviews and opportunities for professional growth.
• Determine what work should be applied to warranty and what is chargeable to the customer. Monitor past due invoices and take proactive approach to obtain payment.
• Participate in continuous improvement activities by reviewing, changing, and improving processes in line with changing customer expectations/organizational goals.
• Perform other duties as assigned.
• Responsible for (inhouse) first and second level support in the locations and the processes between first / second level support. This includes the (as much as possible) native spoken first level support and the technical focused second level support.
• Coordinates and develops the use of service functions of the CRM (e.g. case system, capacity planning…) and sales functions of the CRM (e.g. paid service opportunities…)
• Financial forecasting of the field service business in EMEA with all relevant details to achieve the defined targets, define actions to proactive develop the business and countermeasures on demand.
• Organisational (quality, time) and financially responsible for the new machine installations as well as service visits. This includes the calculation of new machine installations and service visits.
• Proactive development of the field service business driven by proactive sales of paid service.
• Development of the online support given from second level support to customers (quality and financial development).

EDUCATION & EXPERIENCE:

• A 4-year degree in engineering, business, related field or equivalent experience.
• 5-8 years of relevant experience, preferably in a manufacturing environment.
• Experience in organizing, planning, training, and delivering service.
• Demonstrated experience leading teams.

KNOWLEDGE, SKILLS, ABILITIES:

• Demonstrated communication, organization, and time management skills.
• Proven problem-solving skills, planning, and scheduling abilities.
• Proficient in Microsoft Office.

COMPETENCIES:

• Customer Focus – Building strong customer relationships and delivering customer-centric solutions.
• Instills Trust – Gaining the confidence and trust of others through honesty, integrity, and authenticity.
• Drives Results - Consistently achieving results, even under tough circumstances.
• Communicates Effectively - Developing and delivering multi-mode communications that convey a clear understanding of the unique needs of different audiences.
• Optimizes Work Processes - Knowing the most effective and efficient processes to get things done, with a focus on continuous improvement.
• Action Oriented – Taking on new opportunities and tough challenges with a sense of urgency, high energy, and enthusiasm.
• Decision Quality – Making good and timely decisions that keep the organization moving forward.
• Plans and Aligns – Planning and prioritizing work to meet commitments aligned with organizational goals.
• Builds Effective Teams – Building strong identity teams that apply their diverse skills and perspectives to achieve common goals.
• Manages Complexity – Making sense of complex, high quantity, and sometimes contradictory information to effectively solve problems.

LEADERSHIP RESPONSIBILITY:

This position directly leads other team members.

WORK ENVIRONMENT/PHYSICAL DEMANDS:

• Typically sits, grasps items and performs keyboarding for frequent operation of a computer
• Stand, walk, bend, reach or otherwise move about occasionally
• Lift, move or otherwise transfer items up to 30 lbs. occasionally
• Occasional exposure to typical machine shop physical hazards
• Travel by air or car occasionally