Field Service Manager I (Finance)

Field Service Manager I

5633 US-301, Hope Mills, NC 28348, USA Req #1603

Tuesday, February 11, 2025

PRIMARY FUNCTION:

This position provides major support for the service department through promoting customer satisfaction, direct customer contact responsibilities, quoting of major jobs, directly supervising field service technicians, and performing some administrative operational responsibilities.

ESSENTIAL DUTIES:

I. Customer Service - Percent of Time Spent = 50%

• Accepts and coordinates customer inquiries and requests (phone, walk-in or mail) for machine repair/service.
• Establishes job priorities and schedules daily job assignments for each Field Technician.
• Manages or resolves customer's machine service complaints and problems to the best customer satisfaction level possible.
• Provides customer service, pricing quotes and machine service completion and delivery schedule information.
• Daily monitors machine repair schedule and immediately contacts customer with any schedule updates, modifications or whenever any additional repair is needed. (Work in process).
• Coordinates job repair priorities and assigns daily job assignments. Serves as a liaison between Service Manager, other departments and branches such as shop, parts department, machine transportation, and Specialization shop.

II. Administrative - Percent of Time Spent = 20%

• Opens, maintains and closes work orders (i.e. look up customer account job and
  component codes, warranty status, enter into mainframe). Administer credit and COD collection per Company Policy.
• Issues, extends and enters purchase orders.
• Prepares correspondence, quotes, records, reports, etc.
• Periodically prepares reports and memos.

III. Supervision - Percent of Time Spent = 30%

• Supervises and dispatches Field Service personnel to ensure accuracy, quality and profitability.
• Prepares and conducts associate performance reviews for direct reports.
• Ensures all Safety guidelines and policies are adhered to.

MINIMUM REQUIREMENTS:

Education :
An associate's degree with five years of service industry experience with three years of supervisory or lead experience. Or an equivalent combination of education and experience may be considered.

Work Experience :
Basic mechanical and product knowledge is desirable.

Physical :
Must be able to work for long periods while seated. Must have ability to clearly communicate with customers on the phone or in person. Good customer relations skills are required. Must have basic PC experience with keyboarding and word processing software (preferably Microsoft).

This job description is not intended to be all-inclusive. Your supervisor may request and assign you similar duties. Any major modification of this job role requires Human Resources approval.

Gregory Poole Equipment Company is an Equal Opportunity/Affirmative Action employer and will consider all qualified applicants for employment without regard to race, color, religion, gender, sexual orientation, gender identity, national origin, age, protected veteran status, or disability status.

Other details

• Job Family Manager
• Pay Type Salary
• Required Education High School

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initStaticMap(true); PRIMARY FUNCTION:\nThis position provides major support for the service department through promoting customer satisfaction, direct customer contact responsibilities, quoting of major jobs, directly supervising field service technicians, and performing some administrative operational responsibilities.\n \nESSENTIAL DUTIES:\nI. Customer Service - Percent of Time Spent = 50%\n\nAccepts and coordinates customer inquiries and requests (phone, walk-in or mail) for machine repair/service.\nEstablishes job priorities and schedules daily job assignments for each Field Technician.\nManages or resolves customer's machine service complaints and problems to the best customer satisfaction level possible.\nProvides customer service, pricing quotes and machine service completion and delivery schedule information.\nDaily monitors machine repair schedule and immediately contacts customer with any schedule updates, modifications or whenever any additional repair is needed. (Work in process).\nCoordinates job repair priorities and assigns daily job assignments. Serves as a liaison between Service Manager, other departments and branches such as shop, parts department, machine transportation, and Specialization shop.\n\nII. Administrative - Percent of Time Spent = 20%\n\nOpens, maintains and closes work orders (i.e. look up customer account job andcomponent codes, warranty status, enter into mainframe). Administer credit and COD collection per Company Policy.\nIssues, extends and enters purchase orders.\nPrepares correspondence, quotes, records, reports, etc.\nPeriodically prepares reports and memos.\n\nIII. Supervision - Percent of Time Spent = 30%\n\nSupervises and dispatches Field Service personnel to ensure accuracy, quality and profitability.\nPrepares and conducts associate performance reviews for direct reports.\nEnsures all Safety guidelines and policies are adhered to.\n\nMINIMUM REQUIREMENTS:\nEducation:An associate's degree with five years of service industry experience with three years of supervisory or lead experience. Or an equivalent combination of education and experience may be considered.\nWork Experience:Basic mechanical and product knowledge is desirable.\nPhysical:Must be able to work for long periods while seated. Must have ability to clearly communicate with customers on the phone or in person. Good customer relations skills are required. Must have basic PC experience with keyboarding and word processing software (preferably Microsoft).\n \nThis job description is not intended to be all-inclusive. Your supervisor may request and assign you similar duties. Any major modification of this job role requires Human Resources approval.\n