Field Service Manager

Summary/Objective

The right candidate for the Field Service Manager position at Viking balances customer focus, with company core values and business goals. You must be a strong leader, with technical and travel experience, possess the ability to make solid decisions, and stand by them.

Primary Responsibilities

• Manage the service technician team
• Monitor and approve time, expense, and service reports
• Manage PTO schedule
• Annual performance review process
• Manage and maintain a comprehensive training program
• Evaluate technicians' skill sets
• Evaluate departmental training needs
• Maintain an active training program
• Implement training programs for New Product Developments
• Schedule Field Service work
• Understand the required resources needed to execute installations and service visits
• Be proactive in scheduling and forecasting upcoming installations
• Be agile with the scheduling needs of our customers
• Ensure that service technicians have all the data/documents needed to be successful on site
• Create Service Estimates for field service work
• Ensure that service estimates are accurate for the work to be performed
• Ensure that all customer specific terms are considered when creating estimates.
• Invoice customers for field service work
• Review invoices for accuracy
• Deliver invoices to the correct customer contact in a timely manner
• Follow up on unpaid invoices and work with the customer to get them paid in a timely manner
• Lead Department level meetings
• Weekly department meetings
• Weekly meetings with other departments, for technician utilization, field issue resolution, etc.
• Escalate field issues within standard Viking processes.
• Ensure that issues in the field are properly escalated within standard Viking Processes

Additional Duties:

• Work with interdepartmental team to develop customer facing solutions
• Communicate recommendations for continuous improvement

Accountability

1. Field Service Team Management
2. Service Team Training
3. Field Service Scheduling

Required Skills and Experience

• A technical degree in Automation, Mechatronics, Robotics Automation, or commensurate work experience
• Minimum of 5 years' experience leading a team of field service technicians
• Cross-functional communication skills, both written and verbal
• Self-motivated and with the ability to adapt to a fast-paced ever-changing environment
• Traction experience/knowledge a plus
• Possess strong communication skills with any level audience
• Functions well under pressure
• Forward thinking, planning for the future
• Be self-aware, flexible, and open-minded
• Possess a rare combination of analytical thinking, hands-on problem solving, and a customer-service mindset

Preferred Software Experience

• Microsoft Office Suite - Word, Excel, PowerPoint, and Outlook
• Service Scheduling Software
• ERP estimating and invoicing

Supervisory Responsibilities

• Field Service Techs

Work Environment

This job operates mostly in an office environment, as well as on the production floor. Proper Personal Protective Equipment is required when on the production floor.

Physical Demands

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.

While performing the duties of this job, the employee is regularly required to talk or listen. The employee frequently is required to stand; walk; use hands to manipulate, handle, or feel; and reach with hands and arms. The employee may occasionally lift up to 50 pounds.

Position Type/Expected Hours of Work/Location

This is a full-time exempt position. Schedule is standard business hours with occasional off hours work as business needs dictate. The position is based in Viking's main office location.

Travel

This position will be expected to travel to trade shows and customer sites 6-8 times per year.