Field Service Manager - North America
Estimated Compensation: $110,000 - $125,000
Overview
As a member of the service team, you will oversee Regional Service Managers to ensure that the Peak NA service team delivers services to customers within established SLAs and maintains customer satisfaction standards.
Duties and Responsibilities
- Responsibility for the delivery of Field Service in North America.
- Ensure Regional Field Service Managers are properly trained and skilled to lead their teams.
- Report any business-critical issues identified through customer complaints or escalations to management and collaborate with the NA Head of Technical to address them.
- Coordinate with the Head of Service & Operations NA to align field service capacity and efficiency with demand. Submit recruitment requests as needed to maintain agreed service levels.
- Support customer and OEM escalations with the Head of Service and Operations and RSMs.
- Conduct regular RSM meetings to review open items and set a strategic agenda for the NA Service team.
- Meet with customers and strategic partners to follow up on service delivery performance and/or excursions.
- Work with the Regional Service Managers on performance development and objective setting for their respective field service teams.
- Work closely with the Warehouse Manager to ensure that FSE van stocks and Min/Max levels are managed effectively.
- Oversee development and training schedules for Field Service Engineers. Work cross-functionally with the Technical Trainer to identify and fill training gaps.
- Coordinate with Technical Support and Scheduling to schedule efficiently and complete service calls, meeting FTF and SLA KPIs.
- On occasion, accompany the Regional Service Manager or Field Engineer on customer site visits and process reviews.
Experience
- Management experience overseeing other managers
- 10 years of Technical Support or Service management experience required
- Must communicate clearly with all stakeholders.
- Technical capacity to learn about Peak Scientific’s core products.
- Commercial understanding of the Gas Generator and Laboratory markets.
- Ability to deliver world-class service.
- Strong communication and interpersonal skills.
- High customer focus.
- Resilience and remains effective in the face of pressure.
Benefits
- Competitive compensation
- 20-25 days of PTO depending on length of service
- Medical, dental, and vision insurance
- 401(k) with an employer match
- Short-term disability insurance, voluntary basic life, & voluntary long-term disability insurance
- A focus on growth and development opportunities
- Employee Assistance Program
Living by the Peak Values
Put Customer First, keep customer needs at the heart of every decision and action.
Be Innovative, always curious and open to new ideas and better ways of doing things
Stay Agile, be responsive and make timely, considered and well-informed decisions taking accountability for the outcomes
Always Respectful, kind and supportive, always look for the best in each other and strive to help one another do a better job
Show Pride & Passion, be proud about what we do and enjoy our work
Peak Scientific is an equal opportunity employer and does not discriminate on the basis of race, color, religion or creed, national or ethnic origin, gender, sexual orientation, genetic background, age, disability, military service, or any category protected under applicable law in its hiring, employment or other programs and activities.