Conveyor Field Service Manager (Remote)

SUMMARY:   Manage and assist all customers with their service, operational and mechanical needs for LEWCO produced equipment, including provide leadership, management and direction for field service support and service contractors in the marketplace while contributing and building service revenue growth.

 

ESSENTIAL DUTIES AND RESPONSIBILITIES include the following.   Other duties may be assigned. 

 

• Manages the Field Service Department.  Assigns technicians to field service calls, courtesy calls, warranty and installation schedules and operating leases as required. Ensures that personnel are properly utilized. Maintains an on-call schedule, in order, to field customer calls outside of normal business hours. Periodically accompanies field technicians on customer visits to discuss inspection agreements, paid service, sales support, training, and safety audits. Reviews and approves service department time and expense reporting and ensures accuracy.

 

• Addresses personnel issues directly and in a timely manner. Ensures that employees receive effective communication regarding company policies, programs, and initiatives. Plans and executes internal training programs to maintain and improve service personnel competence. Participates in the development of customer training programs. Makes hiring, termination and promotion decisions and provides performance reviews for team. Works with team members to establish company and professional development goals. Manages compensation for team and new hires within budget.

 

• Analyzes and maintains competitive pricing for service labor rates, chargeable travel expenses.  Prepares and issues quotes for field service operations.  Provides input to spare parts pricing.

 

• Ensures that information flowing in from field personnel is documented properly and passed on to the appropriate people for follow-up.  Works with Production, Applications, Engineering, and Service personnel to resolve customer issues in a timely manner. Works with other departments to develop new solutions (such as retrofit kits) to customer problems.  Serves as the lead interface for the LEWCO Service organization, in order, to share ideas, concepts and potential solutions to customer problems and requests. Promotes the knowledge gained from field interactions within the company to further the development and improvement of our products. 

 

• Utilizes the CRM (Customer Relationship Management) System to manage customer information, schedules, and other aspects of the department. 

 

• Performs periodic field safety audits and takes corrective action as needed.

 

SUPERVISORY RESPONSIBILITIES

• All Field Service Technicians and Service Administrator(s).

 

QUALIFICATIONS: 

• Requires an aptitude to understand highly technical concepts, computer principles, and practical applications. Must have the ability to supervise remote employees. 

• Strong organizational, communication and interpersonal skills are necessary. 
• Proficiency with MS Word and Excel as well as typical ERP and CRM software. 
• Ability to read/understand and interpret mechanical / electrical drawings
• Detail oriented with strong written and verbal communication skills

 

EDUCATION and/or EXPERIENCE

Bachelor’s Degree in Mechanical or Electrical Engineering preferred but not required and/or 10+ strong years of experience in supervisory and demonstrated management experience, including managing capital equipment projects.

 

LANGUAGE SKILLS

Excellent verbal and written communication skills.  Ability to read and interpret mechanical drawings / electrical schematics. 

 

MATHEMATICAL SKILLS

Excellent math skills are required.  Individuals in this position must be able to perform engineering calculations employing algebra, geometry, and trigonometry as required. 

 

COMPUTER SKILLS:

• Proficient with Word, Excel, Power Point, ERP (SyteLine preferred) and CRM software, project management software, such as Microsoft Project, a plus.

 

PHYSICAL DEMANDS:

While performing the duties of this job, the employee is frequently required to stand; walk and sit. Employee spends some time on shop floor. The majority of the time will be spent sitting in front of a computer and use of the phone.

 

WORK ENVIRONMENT:

Most of the time, the work environment is a pleasant, temperature controlled, professional office environment in a manufacturing setting. Personal workstation maybe located on 2nd floor. The employee works in the office but does have frequent interaction with personnel on the shop floor.  The employee may also be required to travel occasionally to work in customers’ plants reviewing new applications or on the installation, start-up and commissioning of company products.  In plants, the employee is exposed to moving mechanical parts and fumes or airborne particles. The noise level in the work environment is mixed but does not require hearing protection in most areas. 

 

NOTE:  This Job Description may be modified due to business necessity.  LEWCO INC. will make reasonable accommodations regarding these duties, responsibilities, and qualifications in compliance with Federal and State disability laws. EOE