Field Service Manager at Snapon in Albany, New York

Job Description:

Overview


We are adding a Field Service Manager to our team. This role will deliver exceptional service to our customers, ensuring both maximum satisfaction and top-tier customer experience, while driving profitability in alignment with corporate goals. They will present service strategies and performance metrics to senior management. The Field Service Manager will lead field safety initiatives, oversee accident investigations, and report on safety performance. They will also manage the escalation resolution process effectively.



Responsibilities

• Evaluate technician performance through "ride alongs", productivity reports and service activity and then follow up by providing appropriate guidance and training Improve team approach to customer satisfaction.


• Build solid relationships with personnel and customers with two-way communication.


• Keep Safety a priority for Field Service Technicians and Customers in the field.


• Ensure that the service area has a full complement of qualified Field Service Technicians


• Apply planning and metrics to monitor and evaluate performance of Field Service Technicians.


• Manage Service Calls and Part requirements of Field Service Technicians.


• Receive and Respond to Customer Escalation in a timely manner.


• Conduct service meetings to cover technical, business and customer relation issues.


• Other duties as necessary and/or assigned.

• Associate degree or Technical Certificate; Bachelor's Degree preferred.


• Proven Service management experience of at least five years


• Strong Field Service experience


• Exhibits leadership behaviors that show the individual is focused on meeting customer needs, driving solutions, meeting commitments, and building teams.


• Invest approximately 50% of the time in the field.


• Excellent written and oral communication, interpersonal skills, planning and the ability to monitor activities according to priorities.


• Computer savvy (Microsoft Office suite)


• Strong time management skills

• Demonstrate Integrity


• Tell the Truth


• Respect the Individual


• Promote Teamwork


• Listen