Field service manager
Reports To: President
Revision Date: 12/20/2018
NOTE: This job description is not intended to be all-inclusive. Employee may perform other related duties as negotiated to meet the ongoing needs of the organization.
The Field Service Manager is responsible for managing Phoenix’s external and internal service operations to meet on-going customer operational requirements. The Service Manager determines and manages the customer’s operational needs from pre-installation site surveys to installation to post shipment, planned maintenance and unplanned repair. The Service Manager hires, trains and motivates the required personnel for both in-house and field staff. This role also provides design inputs for product development, plans and maintains Field Replaceable Units (FPU) for service inventory and provides input to manufacturing and management for product improvement. Moderate domestic and international travel required 25-50% of the time.
Duties and Responsibilities:
Field Service Manager hires, trains and reviews the appropriate staff for both field service activities and in-house support roles as the company develops and installed base grows.
Develops and maintains customer service contracts in conjunction with sales management.
Provides service requirements input to the Product Development Plan for products and projects as a service representative of the core team for the development of new and iterative products. Signs off approvals at the appropriate product development release gates on behalf of service.
Establishes, maintains and updates the required policies, procedures and protocols (planned maintenance and break / fix) for the effective servicing of customer equipment. Determines the service actions required and sets rhythm for planned maintenance by product and in some cases for specific customers.
Is responsible for developing a clear escalation process for exceptional service issues.
Manages routine planned maintenance and break / fix actions and communicates with the customer concerning the nature and outcome of the actions. Escalates all appropriate situations to functional Phoenix departments and to senior management if necessary.
Develops and maintains all appropriate service records documenting the history of specific product performance and inputs the appropriate problem information into the company CAPA system. Provides feedback for product improvements to engineering and manufacturing.
Develops a continuous improvement process for service time to repair and reliability metrics. Acquires feedback from customers both for reporting to functional departments and for the adjustment of processes and techniques to improve quality and effectiveness.
Maintains a schedule of all planned maintenance for the Phoenix installed base. Ensures that these actions are done “on time” and are complete.
Determines and maintains the proper inventory level of spare service parts (FPU’s) and tools to service the installed base of Phoenix products. Provides for the proper documentation and storing of these parts at Phoenix or at the customer site.
Develops, when appropriate, a dispatch and logistics capability for ensuring that resources, both field service and equipment, can be deployed to meet customer demand.
Identifies and appropriately elevates product/service risks from a service perspective to Senior Management and develops mitigation strategies.
Provides technical expertise in the development of test and validation strategies for products and spare parts. Ensures that tools and equipment are kept in proper calibration and condition.
Participates in the NPD FMEA process and product risk assessments.
Provides primary support and leadership for commissioning, FAT, and SAT for production equipment.
Implements processes to monitor and improve product and process performance, reliability and time of failure to repair.
Reports to Senior Management concerning service performance and improvement actions and progress.
Manages processes related to employee training and safety. This includes the training of personnel on company and department policies, systems and processes as well as functional and on the job training. This may also include specific requirements for certain customers.
B.S. degree in Engineering or commensurate experience, preferably in Electrical or Mechanical Engineering.
5 – 10 years’ experience in a direct technical role with experience with Physics, Engineering, Field Service, and/or Product Development.
Two or more years’ experience in a direct supervisory or leadership role with demonstrated success in motivating and effective performance management of others.
Demonstrated experience with highly technical equipment incorporating integrated electrical, electro-mechanical, tight tolerance mechanical parts, radiation delivery and sophisticated control software.
Strong leadership and communication skills; strong decision-making skills; ability to communicate ideas, opinions and counter arguments in a proactive and professional manner. Ability to handle pressure situations and be diplomatic with customers is important.
Excellent oral and written communication skills, with strong attention to detail and record keeping skills.
Phoenix offers an exceptional benefit and compensation package in a transparent, collaborative team environment and is proud to be an Equal Employment Opportunity and Affirmative Action employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. If this opportunity peaks your interest and you feel Phoenix may be the organization for you, we look forward to hearing from you.
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