The Field Service Team Leader (FSTL) manages the day to day execution of service to correct customer perceived and reported issues with equipment in the field. They ensure that repair is completed efficiently and effectively and that consistent summaries of the issues are generated and fed back to the organization for any further corrective action and improvement. The FSTL additionally supports resolution of other field reported issues that may not require service. Key to the role is demonstrating the commitment to safety, quality, and people development within their department as well as demonstrating BAC's values of Earning Trust, Embracing Responsibility, Showing Courage, and Driving Innovation.
KNOWLEDGE & SKILLS
Bachelor's degree in Engineering, Manufacturing, Business Administration, or equivalent level of experience
Knowledge of mechanical products and 3 - 5 years of experience with construction and installation of mechanical equipment. Experience with commercial/industrial HVAC/R equipment is preferred.
Three to five years of experience leading effective teams in a fast paced, and preferably an ISO based manufacturing environment
Analytical thinking demonstrated by the ability to solve problems using a logical, systematic, and sequential approach.
Demonstrated ability to influence and coach peer leaders to gain support
Data presentation skills to effect action including statistical analysis & impactful metrics generation
Demonstrated ability to delegate tasks and motivate teams to achieve shared goals
Project management skills including, setting a vision, establishing and driving timelines, and division of responsibility to balance skills and workload
Keen evaluator of talent and effective developer of high performing team members
Effective oral communication skills including giving presentations that provide clear direction along with one on one interactions with team members that are tailored to the individual.
Effective written communication skills including the ability to produce professional documents, emails, and presentations that are concise, persuasive, and informative
Strong Microsoft Office skills including charting, graphing, and analysis functions in Excel, effective use of Word to create documentation and shared resources, and the generation of compelling communications in PowerPoint
Demonstrated knowledge and use of continuous improvement tools and processes such as Lean and Six Sigma
Proficiency in ERP databases such as PeopleSoft and SAP
NATURE & SCOPE
The Field Service Team Leader reports to the Plant Quality Assurance Manager, and directly supervises all assigned Field Service Technicians). This role will have interactions with all areas and levels within the organization, as well as customers and suppliers during resolution of service and other claim requests.
PRINCIPAL ACCOUNTABILITIES
Responsible for coordinating the work of Field Service Technicians including scheduling and all supporting logistics (Hotels, Cars, Flights, Equipment, etc.).
Authorize any back charges or other external costs associated with field resolution, including approving invoices and credits within grant of authority
Maintain and approve time cards, Pcards, and expense reports per BAC Accounting Policy
Ensure that all required clearances and site documentation is in order to efficiently execute service.
Implement best practices for field service processes; develop and utilize benchmark-based metrics, develop and maintain reporting on these measures to ensure continuous improvement and provide needed information to stakeholders
Provide timely and meaningful field service reports (external and internal), information and advise which allows business units to anticipate and identify potential quality problems and take corrective action
Establish objectives for the team that are aligned with BAC's execution strategy and evaluate team members on performance.
Responsible for managing team's performance inclusive of disciplinary documentation and administering annual performance review
Collaborate in investigations to determine root causes of customer complaints and assist in development of corrective actions for containment and preventive actions to eliminate recurrence
Demonstrate effective daily communication with the team to ensure all employees are informed and committed to the department's immediate goals and vision through the use of meetings, one on ones, and positive coaching sessions.
Ensure that team members understand how their work relates to the plant's strategic goals and BAC's mission
Develop appropriate communication and training material on quality topics for plant employees
Lead and/or support projects as assigned related to new products, continuous improvement, quality, safety, or cost reduction
Collaborate with peers and internal customers locally and globally to foster sharing of best practices and continuous improvement
Understand, comply with, and support all agency regulatory standards as well as BAC specific policies that govern environmental, health, safety, quality, financial, and people practices
Ensure proper training of Field Service Technicians to provide world class service, as well as all required safety training necessary for customer sites (Confined Space Entry, Hot Work, LOTO, etc.)
WORKING CONDITIONS
The physical demands 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. Working conditions include those of a normal construction environment, as well as standard hazards associated with installed HVAC equipment and rotating equipment. This position requires occasional lifting of up to 50 lbs, and travel of < 25% of the time.
