Field Service Manager - Body Scanners

We are looking for a Field Service Manager to support our Body Scanner Service and Support business. This is a remote position, but there is a strong preference for someone based out of the DC Metro Area/Baltimore or the Dallas/Fort Worth area. Responsible for ensuring service and support commitments for both government and commercial service level agreements are fulfilled. Drive Continual Improvement initiatives to ensure ever-improving customer experience and employee satisfaction. Advance preparation for increased service and support volume as Rohde & Schwarz continues extraordinary growth in providing Body Scanner solutions to North America. Your tasks * Develop and lead remote field service teams to achieve best in class operating metrics by building a cohesive team environment and working cross functionally to enhance performance * Coordinate service and support activities such as remote support, installations, repairs, and preventative maintenance * Manage technician training and development, job schedules, technician availability, timecards and timely processing of all team deliverables * Manage complex projects involving multiple departments and various technical and business process related deliverables * Continuously improve processes and capabilities as measured by key performance indicators of service quality, cost, timeliness and customer experience * Ensure customers see Service and Support as a strong positive feature of Rohde & Schwarz solutions. Manage customer escalations. * Work with the Rohde & Schwarz Product Development, Sales and Marketing teams to ensure the service center is prepared for new products and product options as well as the expected service volume * Provide quality information to Rohde & Schwarz development teams for the enhancement of product performance * Maintain favorable working relationships with employees through open communication, visibility, and involvement to promote a positive working environment that maximizes safety, employee engagement, productivity, and efficiency * Continually analyze, identify, and set expectations to motivate the team and to achieve objectives and goals through providing feedback and recognition * Lead, promote, and facilitate continuous improvement activities while using problem solving and lean tools to drive change Exciting insights into Rohde & Schwarz Our colleagues provide insider information about: * Daily adventures and challenges * Our passionate team * The technologies behind the innovative projects and solutions Your browser does not support the video tag Your qualifications * Technical or business degree or equivalent experience * Familiarity with airport security scanner installation, service and support is a plus * 4+ years of experience managing remote field service technicians -Ability to comprehend technical electrical and mechanical documentation and apply knowledge in relevant situations * Experience with managing complex projects. PMP/PMI Certification is a plus * Candidate should be based close to a major US airport with a strong preference for candidates based in the DC/Maryland area or the DFW area. * Ability to travel a minimum of 50%, primarily domestic travel with occasional international travel * Available to support an on-call schedule and respond to on- demand travel for service actions at short notice * Ability to respond to service requests and escalations outside of standard business hours and on weekends and holidays * Proficiency in Microsoft Office tools * Experience in Lean, Six Sigma, and 5S a plus * Familiarity with SAP a plus * To be considered, candidates must be located in the US and have valid US work authorization * Ability to obtain DHS security clearance Interested? We are looking forward to receiving your application! The total compensation for this position is $90K-$170K. Total compensation includes base salary, variable pay (when applicable) plus benefits. The range is determined by the position, geographic location and level. Individual pay within the range is determined by several factors including location, education or training, relevant work history, sales incentive structure and job-related skills. We are committed to hiring and retaining a diverse workforce. We are proud to be an Equal Opportunity Employer, making decisions without regard to race, color, religion, creed sexual orientation, gender identity, marital status, national origin, age, veteran status, disability or any other protected class.

Created: 2024-11-02