Field Service Manager

Description

Location: Edmonton, AB
Work Type: Permanent / Full Time

Our client is searching for a Field Service Manager to join their team. This role will be responsible for leading the Field Service division, and providing world class service for their customers. A successful candidate will provide technical support to achieve the highest possible customer satisfaction. This role reports directly to the Director of Operations.
 
Your success will be defined by your ability to:

• Select, prepare and train Field Service Representatives to maximize customer satisfaction
• Fully coordinate, execute and complete all Field Service jobs
• Be responsible for all Field Service financial goals and targets
• Coordinate the field service schedule for the Field Service Representative’s based on customer requirements using the CRM System
• Provide support and guidance to Field Service staff to ensure timely and quality customer services
• Address internal and external enquiries, resolve issues and obtain customer feedback proactively
• Promote and maintain a positive work environment, encouraging a culture with a growth mindset to improve employee engagement and teamwork
• Foster a culture of accountability incorporating the company values and behaviors of inclusivity
• Manage the performance of direct reports by providing training to standard operating procedures and to safety and quality expectations
• Provide guidance and feedback to ensure expectations are being and continue to be met
• Conduct performance appraisals, goal setting and mid-year reviews within the set timelines
• Participate in succession planning activities and team evaluation and development as assigned
• With the assistance of the Director of Operations and HR, perform performance management and progressive discipline as required
• Approve time off requests and manage attendance records
• Assist in the development of financial and non-financial performance measures that support the company’s strategic direction
• Training and mentoring of current and new team members
• Develop individuals’ skill set for growth and retention
• When possible, provide technical customer support for customers to optimize the performance of products and ensure customer satisfaction
• Provide user emergency assistance wither by phone or onsite; identifying, investigating, root cause analysis, and provide solutions for all technical issues
• Act as the main point of contact for technical information flow to and from Canada with all company entities
• Make close follow-up of major services orders to ensure customer commitments are met
• Follow up with customers on all field service jobs to ensure customer satisfaction and determine areas of improvement
• Review, distribute and file Field Service Representative’s service reports
• Ensure the CRM system is up to date with the latest customer contacts and technical reports
• Propose, co-ordinate and track training for all Field Service Representatives
• Define Field Service targets with the Service Manager
• Work with regional Sales Managers to set individual targets for Field Service activities
• Help define strategies with Sales Managers to obtain targets
• Support Sales Managers with delegation of Field Service Representatives
• Review in weekly meetings the status of prospects, quotes and orders
• Support new opportunities uncovered by the Services Sales Team
• Propose and secure resources to ensure successful results
• Come prepared to weekly meetings with previous actions completed, new actions required, updated pipeline and open issues and red flags
• Answer 24-hour emergency service lines, as required
• Measure gaps between desired performance and actual performance and raise red flags to indicate a deviation
• Review plans, actions and progress with the Director of Operations on a quarterly basis

Your strengths include:

• Certified Millwright, Mechanical Engineering Degree or related experience
• 10+ years of coordinating field repair services or maintaining large reciprocating compressors in Refinery, Petrochemical, or Gas industries
• Previous experience in reciprocating compressors of industrial gases with corresponding knowledge of mechanical and/or chemical engineering
• Proven experience in mechanical field service coordination and negotiating service contracts
• Knowledgeable with Return on Investments calculations and justifications
• Strong presentation and negotiation skills
• Existing network of contractor Rotating Equipment Specialists, Millwrights and Apprentices

If you are interested in this role and meet the above criteria, please click the “Apply” button to send your resume directly to Jason Dick, Bobi-Jo Dowling, Andre Donado, and Olga Borisova.

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