Job Details

The Field Service Manager is responsible for the overall performance of the domestic and international service operations. He/she will manage, coach, support, and coordinate the day-to-day service and repair activities and deliver support to our national and international customer base and field technicians to meet customer service goals. He/she effectively manages all global tech dispatch activities to ensure delivery of on-site support services by promoting and improving customer satisfaction.

Key Responsibilities

• Service Coordination: Act as the primary point of contact between clients and service vendors, ensuring all service requests are managed promptly and professionally.
• Scheduling and Dispatching: Coordinate and schedule service appointments, ensuring vendor availability aligns with client needs and expectations.
• Vendor Management: Maintain strong relationships with external service providers, ensuring performance standards and service level agreements (SLAs) are met.
• Client Communication: Provide timely updates to clients regarding service status, estimated arrival times, and any changes to scheduled service.
• Issue Resolution: Troubleshoot and resolve any service-related issues that arise between clients and vendors, escalating to management when necessary.
• Documentation: Maintain detailed service records, vendor communications, and service reports within Phiston’s internal systems. Create SOP's and technical documents as needed.
• Process Improvement: Identify opportunities to enhance service processes and vendor performance for improved client satisfaction.
• Reporting: Generate regular reports on service activities, vendor performance, and client feedback for internal review.
• Travel: Estimated 30-50% travel on the road.

Qualifications

• Strong customer service skills with the ability to respond promptly to service calls.
• Minimum 5 years of experience managing projects and products in a field service environment.
• Willing to travel to client sites to perform service, repair, and installations.
• Proven ability to build and maintain excellent client relationships.
• Hands-on experience with electrical control panels, VFDs, PLCs, SCADA systems, and related electronic instrumentation.
• Proactive approach to EH&S (Environmental Health & Safety) compliance at worksites and during travel.
• Skilled in systems troubleshooting and establishing effective service practices.
• Proficient in Microsoft Word, PowerPoint, Excel, and Outlook.
• Highly motivated, fast-paced work ethic, and able to work independently with minimal supervision.
• Strong leadership, prioritization, and communication skills (both written and verbal).
• Valid driver's license and ability to travel as needed.
• Fluent in spoken and written English; current passport required.