Service Manager

Service Manager
Job Description

Position Overview:

As a Service Manager with Reiser, you are responsible for managing a team of Field Service Technicians, ensuring that installations, service calls and our customers are being taken care of within a defined territory.

Duties & Responsibilities:

• Ensure that all service issues are dealt with in a timely manner
• Fully understand what steps need to be taken on every service call
• Understand that each contact with a customer should result in a better relationship with that customer
• Participate in training of Field Service Techs; provide them with feedback and guidance; and ensure their safety in the workplace
• Work to build the relationship between customer and Reiser
• Be proactive when engineers need support
• Fully understand the capabilities of all Technicians
• Provide continuous feedback to the Technician regarding performance
• Work with the Vice President of Service to set up training for Technicians
• Appropriately balance workloads and time off for each Technician
• Fully understand all office SOPs
• Fully understand the needs of the region and assist in recruiting the right people
• Attempt to solve all service issues over the phone
• Use the contact with the customer to better the relationship
• On-call emergency work can be expected 7 days a week. A cell phone is provided and is required.

Qualifications & Experience:

• Bachelors of Science in Electrical Engineering Technology preferred but not required
• Specific demonstrable experience and knowledge with pneumatics, hydraulics, and motor control circuitry
• Technical skills required to competently install, troubleshoot, repair, and service the type of equipment that Reiser sells
• Prior experience working as a field service engineer in a position that required travel
• Previous Customer Service experience
• Experience in supervising/managing several service engineers/technicians in the field
• Excellent trouble-shooter and problem solver
• Experience in the food industry is a plus

Personal & Professional Attributes:

• A strong customer focus with the ability to effectively communicate between our customers and our service engineers

• Excellent communication and training skills
• A proven track record of working well under pressure and the ability to calmly problem-solve in many types of situations
• Ability to trouble-shoot, work independently and be flexible regarding frequent changes in schedule
• Comfortable communicating with multiple people, and prioritize multiple projects simultaneously
• Ability to work calmly under pressure
• Detailed, accurate and clear in both written and verbal communication

Working Conditions:

Environmental Conditions:

• Work near moving mechanical parts.
• Work in high, precarious places
• Typical office conditions
• Temperature Controlled Environments (Heating & Air Conditioning) may vary

Noise Level:

• Moderate to Loud

This position requires up to some travel outside the employee's local area including overnight.

Physical Requirements:

The characteristics described below are representative of those encountered while performing the essential functions of this position. Reasonable accommodations will be made to enable individuals with disabilities to perform the essential functions.

While performing duties of this job, individuals would frequently be required to stand, walk, sit, reach with hands and arms, climb or balance, stoop or kneel, talk, and hear, and use fingers and hands to feel objects, tools, or controls.

Specific vision abilities required include close vision, distance vision, depth perceptions and ability to adjust focus.

• Must be able to sit for long periods on airplane or in an auto to reach job destinations
• Must be able to have manual dexterity to operate equipment and tools required on the job
• Must be able to adjust the controls of a machine or a vehicle quickly and repeatedly to exact positions
• Must be able to quickly respond (with the hand, finger, or foot) to a signal (sound, light, picture) when it appears.
• Must occasionally lift and/or move up to 75 lbs