POSITION SUMMARY:
As a Field Service Manager you will play a pivotal role in ensuring the seamless operation and maintenance of our products. You will oversee a team of skilled technicians, providing leadership, guidance, and support to enhance service delivery and customer satisfaction. Your responsibilities will include managing schedules optimizing resource allocation, and ensuring that all field operations align with company standards and best practices.
ESSENTIAL DUTIES AND RESPONSIBILITIES:
- Lead, Manage, Coach and Mentor the department.
- Build a scalable department by implementing processes and procedures in adherence to the Easy Ice operating system.
- Create and maintain preventative maintenance schedule
- Displays extensive working knowledge of industry standards and practices, including product details and company services offered
- Coordinate work order schedule with Technicians and customers
- Responsible for ensuring technicians are following SOP
- Responsible for technician’s yearly performance reviews
- Monitors department issues and client complaints to define patterns and work to lessen those recurring issues
- Maintain inventory and parts that the Field Technicians use
- Manage equipment refurbishment ensuring work is completed to standard
- Follow up with customers regarding maintenance satisfaction as well as auditing work being done to ensure all standards are being met and maintenance work is carried out effectively, correctly, and thoroughly
- Responsible for ensuring all parts are returned and submitted for warranty on schedule
- Offers exemplary customer service, including maintaining customer relationships and ensuring repeat customers by upselling products and services and taking care of any customer concerns or complaints quickly and professionally
- Maintain and monitor metrics for Service, PM, and Refurbishment processes
- Assists with or performs administrative tasks
- Other duties as assigned
POSITION QUALIFICATIONS:
Education: High School Diploma or equivalent
EPA Certification: Universal
Experience: Customer Service experience is required, previous service experience preferred
OTHER DESIRED SKILLS:
- Strong customer-facing skills as well as strong phone skills and the ability to project a pleasant tone
- Team oriented
- Self-starter
- Troubleshooting
- Detailed oriented and high level of accuracy delivered
- Proficient in Microsoft applications
- Ability to perform effectively in a fast pace environment
- Ability to handle stress and resolve problems quickly
- Strong organizational and time management skills
- Ability to learn Easy Ice/Automatic Icemakers protocols and procedures
ADDITIONAL REQUIRED ATTRIBUTES:
- Strong command of company’s policies and procedures
- Continuously evaluate and identify opportunities to drive process improvements that positively impact the customer’s experience
- A desire to continually increase your knowledge of the industries we serve; and, products, services and processes our company can produce
- Exhibit good decision making, analytical problem solving and excellent organizational abilities
- Communicate clearly and professionally, both verbally and in writing, and possess excellent interpersonal skills
WORK ENVIRONMENT:
- Work primarily in a climate controlled environment with minimal safety/health hazard potential
- Sedentary, sitting, walking, occasional lifting (overhead, waist level) from floor, bending, frequent near vision use for reading and computer use
- Sits for extended periods of time
- Must have sufficient visual acuity to be able to work, for prolonged periods of time, on a computer monitor
The above statements are intended to describe the general nature and level of work performed by people assigned to this classification. They are not intended to be an exhaustive list of all job duties performed by the personnel so classified.
Easy Ice is an Equal Opportunity Employer that does not discriminate on the basis of actual or perceived race, color, creed, religion, national origin, ancestry, citizenship status, age, sex or gender (including pregnancy, childbirth and pregnancy-related conditions), gender identity or expression (including transgender status), sexual orientation, marital status, military service and veteran status, physical or mental disability, genetic information or any other characteristic protected by applicable federal, state or local laws.
