Field Service Leader

Job Description:Responsibilities:Supervise and schedule field service work for the installation, repair, and adjustment of equipment, ensuring prompt and efficient resolution of customer problems.Assign work schedules to field service personnel, considering their expertise and workload.Resolve all customer issues within 30 days, prioritizing customer satisfaction.Coordinate pre-installation functions and attend pre-installation meetings.Recommend training for service personnel, ensuring continuous improvement.Act as a liaison between service department and internal functions, facilitating technical discussions and resolving problems.Conduct field service calls with representatives, evaluating performance and providing necessary training.Coordinate with the parts department to ensure availability of all necessary parts for scheduled service calls.Provide direct supervision and support for the development of the field service team.Ensure adherence to equipment safety standards and readiness for service assignments.Brief and debrief service personnel, coordinating internal actions to solve identified problems.Prepare and maintain accurate service reports and records.Competencies:Manage customer relationships effectively, meeting their demands with professionalism.Possess comprehensive knowledge of company products, including industrial machinery or box-cutting machinery.Interpret complex drawings and diagrams accurately.Demonstrate expertise in machine installation, operation, and fundamental electrical principles.Lead, supervise, and train field service personnel effectively.Possess technical and analytical skills, with experience in troubleshooting electromechanical machinery.Foster teamwork and cross-functional collaboration.Proficiency in MS Office.Excellent communication and interpersonal skills, with the ability to solve problems independently while interacting with diverse stakeholders.Demonstrate versatility, flexibility, and a positive attitude, capable of multitasking various duties throughout the day.Initiative/Ingenuity:Exercise judgment to direct and supervise field service personnel, providing technical direction and service at customer locations.Devise new methods and techniques to meet unique requirements, guided by precedent and established policies.Supervisory/Responsibility:Work under general direction, planning and arranging own work while leading and supervising field service personnel.Work Environment:Work in an indoor office setting, utilizing standard office equipment.Occasional exposure to shop conditions may occur.Physical Demands:May involve standing, sitting, climbing, stooping, kneeling, or crawling.Lift and/or move up to 75 pounds unassisted and greater than 75 pounds with assistance.Equipment/Materials Responsibility:Ensure adherence to safety regulations and company policies.Handle confidential data responsibly to maintain company integrity and customer relationships.Required Education and Experience:High school diploma or GED required; bachelor’s degree in engineering or related field preferred.Minimum of 5+ years’ experience in field service and customer relations, including significant team interactions.Experience with industrial machinery or box-cutting machinery preferred.Other Duties:Perform various other similar or associated duties as assigned or directed.Company:BW Papersystems

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