Field Services Manager Install - Indirect

PURPOSE Directs and manages all aspects of field service activities and department staff; including addressing product issues at the customer’s site in order to ensure that customer complaints regarding the quality and reliability of company products are resolved in the most efficient and cost-effective manner

ESSENTIAL DUTIES AND RESPONSIBILITIES Manages the schedule for replacement and repair activities, ensuring timely replacement and repair of company products at the customer’s site

Ensures a strong relationship is developed between the customers and the field repair staff

Assists field services personnel with resolving complex issues

Develops monthly productivity and costing reports for management

Performs quality control process checks and survey customers to ensure high standards and quality of service provided

Negotiates contracts with third party repair/adjustment services; monitors quality of work

Implements and ensures all policies, and procedures are adhered to

Manages department to ensure achievement of functional and budget/financial goals

Manages assigned employees including staff selection and training; planning, assigning and directing work; conducting performance reviews; rewarding and disciplining employees; addressing complaints and resolving problems

Other duties may be assigned

SUPERVISORY RESPONSIBILITIES This job has no supervisory responsibilities

MINIMUM REQUIREMENTS 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

Bachelor’s degree Six (6) years installation or related experience, Or equivalent combination of education and experience

Minimum of one (1) year of lead or supervisory experience required

Requires knowledge gained through completion of Truss Technician Training Levels I and 2 certifications

COMPETENCIES Strong leadership skills Strong negotiation skills Valid driver’s license Knowledge of company products, production processes and quality standards Knowledge of company product pricing, discount and estimating formulas and guidelines Strong attention to detail Ability to supervise and achieve work productivity through others Strong communications and interpersonal skills Knowledge of business mathematics WORK ENVIRONMENT / PHYSICAL ACTIVITY The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions

Subject to both typical office environment and outside locations with temperature and weather variations

Must be able to lift and carry up to 25 pounds frequently and on occasion up to 80 pounds

Frequent travel to customer sites.