SMARTECH & Associates

Field Service Manager

Job Locations US-TX-Austin | US
Posted Date 1 month ago(1/19/2018 1:12 PM)
Job ID
2018-1176
# of Openings
1
Category
Management

Overview

The Field Service Manager (FSM) is the coach and leader of the Field Service Representative (FSR).  This position provides leadership and direction to ensure that both the FSR and SMARTECH wins. SMARTECH defines winning as exceeding all customer service level agreements while maintaining revenue and cost targets.  The FSM will work closely with each FSR to create a self-reliant, passionate, growth-driven technician.  Creating this win cannot be done alone.  The FSM is expected to work closely with all other departments to create a service delivery package that rivals the competition.

 

Responsibilities

Essential Job Duties:

  • Provide outstanding service to the customer
  • Build and Develop positions and growth plan for the field
  • Build and execute contingency plans for all offices and accounts
  • Provide direction to and ensure pipeline for field techs is full
  • Review work orders to to ensure accuracy for invoicing.
  • Work with Service Team to establish and maintain a work schedule that maximize technician utilization, while minimizing overtime.
  • Meet applicable performance objectives
  • Review technician reported times to ensure productivity
  • Ensures all Field Service Representative adhere to company safety practices and other policies and procedures
  • Maintain service profitability; including productivity, labor utilization, work in process, and expense control.
  • Act quickly on issues of concern brought up by employees or customers.
  • Promotes teamwork, the company’s mission and operational goals.
  • Establishes working relationships with employees and serves as a conduit between employees and senior management.
  • Meets with clients on a regular basis to develop an ongoing partnership
  • Works with trainer and management to ensure all processes are documented with goals and measurements.
  • Perform other responsibilities as needed

 

Key Performance Indicators (KPI)

  1. Revenue meets Approved Financial Plan by Quarter
    1. Either by call count or overall revenue amount
  2. >= 90% of Employee Field Service Representatives are self-reliant certified
  3. >= 90% of Field Contractors are self-reliant certified
  4. Employee Productivity
    1. Time Onsite
      1. Basic - < 42 min per call avg
      2. Advanced - < 65 min per call avg
    2. Travel Time - < 45 min per call avg
    3. Mileage - < 35 miles per call avg
  5. Contractor Field Cost <= 48%
  6. Meet contracted Service Level Agreements
    1. Make Rate %
    2. CSAT %
    3. Certification

 

Objectives:

  1. 100% resource coverage plan
  2. 100% First level customer response
  3. Meet or exceed client SLA targets by account
  4. Growth plans by Customer by Account
  5. Reports completed, maintained, and provided to management
  6. 100% compliance to procedural integrity
  7. Maintain continual improvement of processes and procedures
  8. 100% compliance of employee performance reviews for each position
    1. 90 day
    2. 180 day
    3. Annually
  9. Maintain Reporting and KPIs

 

Qualifications

Prefer:

Previous field management 

Bachelor's 

Customer Service 

Ability to lead remotely

Options

Sorry the Share function is not working properly at this moment. Please refresh the page and try again later.
Share on your newsfeed