Prosource · 2 weeks ago
Field Service Manager - Kentucky Region
Cincinnati,OH,US
Full-time
Onsite
Senior Level
5+ years expProsource is a company that oversees field service operations related to office equipment for their Kentucky customers. The Field Service Manager is responsible for managing a team of technicians, ensuring efficient service delivery, and maintaining high customer satisfaction.
Information Technology
Responsibilities
Recruit and supervise a team of field service technicians
Establish and implement a training strategy that includes skill development programs to meet employee needs and development
Assign and schedule service calls, ensuring proper coverage and efficient use of resources
Provide guidance and support to technicians, including technical assistance and problem-solving
Ensure timely and effective service delivery
Monitor service requests, prioritize tasks, and manage service level agreements (SLAs)
Troubleshoot complex technical issues, both remotely and on-site, and provide solutions to minimize downtime
Build and maintain strong relationships with clients by understanding their needs and providing excellent customer service
Address customer inquiries, concerns, and escalations promptly and professionally
Implement improvement strategies based on customer feedback
Develop and implement standard operating procedures (SOPs) for field service operations, ensuring consistent and efficient processes
Optimize resource allocation, inventory management, and equipment utilization to maximize productivity and profitability
Collaborate with internal teams to streamline operations and improve service quality
Track key performance indicators (KPIs) and metrics related to service delivery, technician productivity, and customer satisfaction
Generate regular reports on operational performance, identify trends, and propose corrective actions as needed
Conduct performance evaluations of field service technicians, provide feedback, and implement training or development plans
Support and give direction to the service technicians and help to develop the service support team
Manage the day-to-day scheduling of the service call load
Support customer and employee connectivity calls and questions
Provide oversight for any technical service and customer issues and work with the Senior Field Engineer to support technical and personnel performance issues
Establish and implement a training strategy for each service team member
Implement skill development programs for various employee needs in Service and future employee development
Qualification
Required
Recruit and supervise a team of field service technicians
Establish and implement a training strategy that includes skill development programs to meet employee needs and development
Assign and schedule service calls, ensuring proper coverage and efficient use of resources
Provide guidance and support to technicians, including technical assistance and problem-solving
Ensure timely and effective service delivery
Monitor service requests, prioritize tasks, and manage service level agreements (SLAs)
Troubleshoot complex technical issues, both remotely and on-site, and provide solutions to minimize downtime
Build and maintain strong relationships with clients by understanding their needs and providing excellent customer service
Address customer inquiries, concerns, and escalations promptly and professionally
Implement improvement strategies based on customer feedback
Develop and implement standard operating procedures (SOPs) for field service operations, ensuring consistent and efficient processes
Optimize resource allocation, inventory management, and equipment utilization to maximize productivity and profitability
Collaborate with internal teams to streamline operations and improve service quality
Track key performance indicators (KPIs) and metrics related to service delivery, technician productivity, and customer satisfaction
Generate regular reports on operational performance, identify trends, and propose corrective actions as needed
Conduct performance evaluations of field service technicians, provide feedback, and implement training or development plans
Support and give direction to the service technicians and help to develop the service support team
Manage the day-to-day scheduling of the service call load
Support customer and employee connectivity calls and questions
Provide oversight for any technical service and customer issues and work with the Senior Field Engineer to support technical and personnel performance issues
Establish and implement a training strategy for each service team member
Implement skill development programs for various employee needs in Service and future employee development
College-level course work in electronics, management, and or business
4 + years of service technical hands-on work
Ability to multitask with service issues
Excellent customer relations skills background
5+ years of prior technical management
Benefits
Base salary plus Bonus Compensation package.
Company
Prosource
Prosource is a leader in office equipment, document automation, and technology solutions.
201-500 employees
H1B Sponsorship
Prosource has a track record of offering H1B sponsorships. Please note that this does not
guarantee sponsorship for this specific role. Below presents additional info for your
reference. (Data Powered by US Department of Labor)
Distribution of Different Job Fields Receiving Sponsorship
Represents job field similar to this job
Trends of Total Sponsorships
2024 (2)
Funding
Current Stage
Growth StageLeadership Team
Ben Russert
Chief Executive Officer
Jay Cartisano
President
Company data provided by crunchbase