The Field Service Manager supervises the installation and repair of heating equipment to ensure a high level of customer satisfaction while ensuring an efficient and profitable operation.
Key Job Functions:
1. Assumes responsibility for the overall performance and management of the service technicians. Assures that work assignments are completed correctly and efficiently.
2. Assures proper training and development of human resources in the service department to provide quality service to customers and retain a skilled, productive workforce.
3. Hires and terminates service technicians (with the Market Manager). Evaluates and discusses performance with employees and maintains written performance documentation files according to Company policy.
4. Keeps abreast of technological improvements and/or changes relating to the petroleum equipment industry through training seminars and communication with manufacturers and vendors.
5. Inspects the work of service technicians for quality control purposes and provides guidance and advice as necessary.
6. Reconciles customer complaints and ensures proper resolution.
7. Assumes responsibility for the maintenance of service department vehicles and works closely with the Delivery Driver Manager to coordinate vehicle maintenance requirements with the company mechanic. Ensures that service technicians maintain vehicle cleanliness and inventory according to company guidelines.
8. Provides cost estimates for internal parts and labor on equipment installations when requested.
Performs other work-related duties as assigned.
Two to four years of supervisory experience is preferred. Prior working knowledge of the petroleum industry is required.
Other Attributes Required:
• Leadership skills and a desire to lead
• Strong communication and interpersonal skills
• Focused on customer service
• Technical, mechanical and analytical (troubleshooting) skills
• Ability to work independently and in a dynamic environment
• Delegation and follow-up skills with an emphasis on quality control
• Ability and interest in training others
A high school diploma is required.
Certification and Testing:
The field service manager will typically have appropriate oil burner and /or propane licenses.
There is frequent communication with the Administrative Service Manager, service dispatchers, company sales personnel, technicians, local and state fire officials, building inspectors and customers.
• Determines the labor hours required and prepares labor cost reports for company sales personnel as part of the installation estimates submitted to customers.
• Assists the Administrative Service Manager with service department scheduling to balance emergencies, customer service and budgetary considerations.
The Field Service Manager oversees the safe use of company service vehicles and all aspects of service technician safety including appropriate personal protective equipment, proper lifting of heavy parts and equipment, hazardous materials handling, and general safety awareness.
Office equipment used in this position includes a calculator, networked personal computer, various printers, photocopiers, FAX machine and telephone. In addition the Field Service Manager uses and must be familiar with all types of heating equipment and the equipment and tools necessary for installations.
Temperatures can vary from below zero to above 90 degrees, depending on the season. Since the job involves working with devices that burn petroleum products, there is some exposure to the product and fumes. The work area is occasionally cramped with little headroom and can range from clean to very dirty.
Weight or Force Moved:
The Field Service Manager, when working on site, can be expected to move various sized objects weighing from a few ounces to over 100 pounds. When very heavy objects are moved, the Manager, as well as technicians, should request assistance. (See accompanying Physical Requirements Analysis for more detail).