A. O. Smith Corporation · 1 month ago
Regional Field Service Manager II
United States
Full-time
Remote
Senior Level
7+ years expA. O. Smith Corporation is seeking a Regional Field Service Manager II to oversee field service operations. The role involves managing customer relationships, training service providers, and addressing quality issues while traveling extensively to support the assigned region.
Consumer ElectronicsManufacturingWater Purification
Responsibilities
Aligned with Regional Sales managers to provide localized service support
Direct investigation of customer complaints regarding quality, tolerances, specifications, and delivered condition of products
Maintain customer relationships during the course of customer investigations
Recruit, train and sustain contracted service providers for adequate service coverage in the market working closely with Reps and the National Service Department to develop and maintain the service provider network
Access training needs, skill levels and identify training opportunities for service providers
Maintain relationships with Reps and provide clear guidance on company policies, processes and procedures
Negotiate validated labor claims with Reps & non-CSP’s
Travel 80% in order to support and maintain assigned region
Communicate with manufacturing, quality assurance, sales and engineering to resolve customer complaint issues
Record, analyze, and inform concerned associates of production quality assurance, and sales departments of status and disposition of customer complaints and claims
Utilize interpersonal skills to communicate professionally at all levels within the operational customer / supplier environment
Provide written technical engineering reports of projects that incorporate the complete understanding of an integrated Water Heating System
Provide technical and service assistance to Company customers via telephone contact
Perform field service on all Company products as required
Assist in preparation of Technical Service Bulletins to provide product related information to the field
Mentor and develop new Field Service Engineers/technicians
Provide site inspection, start-up and conversion coordinator back up as needed
Utilize statistical tools and techniques to analyze product and component field failures and warranty data to report recommendations
Provide VoC data and work with our product engineering department for reliability testing and new product testing
Participate with reliability engineering to identify test sites, assist in monitoring and reporting test data for the projects
Actively participate in corrective and preventative action teams across the business. Serve as a liaison with customers to assure prompt responsive action to any quality issue as necessary
Actively participate in a service function for NPD projects
Develop, sustain and continuously improve field service engineering processes to assure the quality of service to the customer
Ability to function in lieu of Field Service Manager in manager’s absence
Assist Legal Dept and Risk management on claims and site evaluations
Provide assistance to other departments as needed
Perform any other activities as needed or as directed
Qualification
Required
Minimum of 7 years related work experience
Minimum 7 years HVAC/Plumbing/Mechanical related experience
Proficiency with computers and programs, specifically Microsoft Office software, SalesForce, SAP
Proficient customer service experience
Demonstrated experience in Electrical or Mechanical aptitudes, and HVAC systems
Possess a general understanding of local, state, and national codes / regulations
Ability to solve practical problems and deal with a variety of concrete variables in situations where only limited standardization exists
Ability to work independently and as a team to meet deadlines and goals
Demonstrated comprehension of electrical systems, low voltage, high voltage, single and three phase systems
Demonstrated comprehension of gas supply systems (Natural / Propane) and regulation
Demonstrated comprehension of #2 fuel oil and delivery systems
Demonstrated comprehension of water supply systems, pressure boosting systems, regulation, piping scenarios, etc
Demonstrated comprehension of HVAC and refrigeration systems
Preferred
Bachelor's Degree in technical related field
Trade Certification, such as Certified Quality Engineer, EPA608, NATE
Demonstrated experience in Control Systems (PLCs) and Building Integration Systems
Benefits
Medical and dental insurance
Company-sponsored life insurance
Retirement security savings plan
Short- and long-term disability programs
Tuition assistance
Company
A. O. Smith Corporation
Celebrating its 150th year of business, A. O.
10001+ employees
Funding
Current Stage
Late StageLeadership Team
Melissa Scheppele
CIO SVP Information Technology
Peter Martineau
Senior Vice President - CIO
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