Field Service Manager - PE

The Field Service Manager oversees Multiquip's field service programs across North America, acting as the primary contact for service support, training, warranty claim reviews, and repairs. This role involves performing maintenance and repairs on complex mechanical, electrical, hydraulic, and diesel systems at off-site locations or customer dealerships. The manager must communicate repair options to customers, order and receive parts, and complete repairs efficiently to meet customer needs and department profitability goals. Ideal candidates are passionate service technicians who are self-motivated, skilled in troubleshooting generators, electrical, hydraulic, and mechanical systems, and committed to providing exceptional customer service. They will work closely with other Field Service Managers or technicians to complete assignments. Essential Duties and Responsibilities: Responsible for managing the day-to-day service business in the assigned territory by providing technical support, completing repairs as assigned, performing technical training, making warranty decisions and reporting/monitoring of product issues in the field. * Responsible to provide high level of technical information, support & hands-on repairs to customers. * Responsible to identify repairs, quote repair jobs and communicate with customer to complete repairs timely. * Acts as a liaison with customers and Multiquip to identify and solve technical problem areas within on products. * Responsible for reporting customer contact information, service issues, territory activity, call reports, down lists and itineraries through CRM programs, HubSpot. * Responsible for developing and maintaining Authorized Service Center in assigned territory. * Responsible for warranty inspection, verification and authorization in assigned territory. * Provides timely and accurate information on service situations using MI reporting system. * Assists with creation and review process of service bulletins, FAQ, Parts/Ops manuals, training material, Technical Information and service instruction content as assigned. * Provide technical guidance, assistance, and training to internal and external customers as assigned. * Responsible and active in hands on repairs of equipment to meet company goals to increase chargeable jobs. Education and/or Work Experience Requirements: * Associates Degree (A. A.) from a two-year college; or five or more year's related experience and/or training; or equivalent combination of education and experience in power generation or construction equipment repair. * Ability to read, analyzes, and interprets general business periodicals, professional journals, technical procedures, or governmental regulations. Ability to effectively present information and respond to questions from groups of managers, clients, customers, and the public. Due to the nature of our industry and this position; writing, reading and speaking English is mandatory. * Ability to read and comprehend moderately difficult computer-based schematics, specifications, service and parts literature, technical bulletins, safety manuals, and other related publications. Solid mechanical systems knowledge of diesel engines/engine failures and electrical and hydraulic systems. * Ability to solve practical problems and deal with a variety of situations where only limited standardization exists. Ability to interpret a variety of instructions furnished in written, oral, diagram, or schedule form. * Must have minimum of 5 years as a power generation technician and skilled in electrical and diesel repairs on modern generators using Tier 4 engines. Computer Skills: * A working knowledge of Microsoft Office applications such as Word, Outlook, and PowerPoint to generate reports and communicate is required. * Must have experience with diagnostic service software. Certificates, Licenses, Registrations * Must hold a valid drivers' license and Passport. * Completed technical training courses, certificate or technical school is encouraged. Travel Requirements * Ability to travel within the United States and Internationally. Travel requirements can exceed 80%. Physical Requirements: * The physical demand described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. * While performing the duties of this job, the employee is regularly required to talk or hear. The employee frequently is required to stand, walk, climb and sit. The employee is occasionally required to use hands, to finger, handle or feel, reach with hands and arms, stoop, kneel or crouch. The employee must occasionally lift and/or move up to 50 pounds. Specific vision abilities required by this job include close vision, distance vision, color vision, depth perception and ability to adjust focus. Compensation and Benefits: * Base salary range of $85,000-$115,000 a year + annual bonus * Company Vehicle will be provided. * Company Credit Card to cover business-related expenses. * Excellent Benefits Package for Full Time Employee that starts the 1st of the month after 30 days of hire date * Medical, Vision & Dental plans (including orthodontic coverage) * Company paid Life, AD&D, short-term and long-term disability * Generous Paid Time Off - Accrue up to 4 weeks per year * 11 paid Holidays * 401(k), Employee Stock Purchase Plans, and other financial benefits * Tuition Reimbursement up to $5,250 a year * MetLife Hyatt Legal and AFLAC benefit plans * Employee Assistance Program

Created: 2024-11-02