Job Description Summary

Job Description

Summary:

The Service District Manager reports to the Director, National Field Service and is responsible for managing the activities of field service representatives within an assigned field services district to ensure attainment of customer satisfaction and profitability. Works on problems of diverse scope where analysis of situations or data requires evaluation of identifiable factors. Exercises judgment within generally defined practices and policies in selecting methods and techniques for obtaining solutions. Acts as advisor to subordinates to meet schedules and resolve technical problems. Develops and administers budgets, schedules, and performance requirements. 

Provides in field operational leadership for a team of field services engineers (FSE). Provides FSE with training, mentoring, and leads through example. Primary FSE Support in the resolution of administrative, technical and customer service issues. 

Primary conduit of FSE issues to senior leadership team, develops solutions and alternatives to issues that FSE may be experiencing related to internal policies, procedures, and technologies.

This is a remote role responsible for District 3 which covers Texas, Louisiana, Oklahoma and Arkansas. The ideal candidate will be located in one of these states.

Responsibilities:        

Leadership

• Conducts frequent in-field/in-person visits to monitor completion and coordination of scheduled service activities to evaluate field service associate performance, morale, customer management/service skills, and technical proficiency. Travels with each FSE on the team at least 2 times/year.
• Coordinates regularly scheduled one on one meetings with FSE’s and monitors on-going team dynamics. Recognizes and responds early to morale, or dissatisfaction issues to drive a high level of retention of skilled FSE. Avoids unfortunate FSE departures through the development of team relationships, provides visibility into BD opportunities, provides support of individual career goals, and on-going operational support.
• Supports FSE development through mentorship, guidance and training. Completes frequent in-person visits, ride along and in-person observation. Identifies training requirements and recommends classes, seminars, and internal training as needed.
• Provides on-going positive reinforcement and feedback to improve FSE performance. Ensures FSE team has the tools, technologies, and access required to support their execution of daily operations.
• Responsible for the recruitment, retention, and development of a high performing team of field service engineers. Provides guidance, mentorship and leads by example to establish excellence in execution and performance.
• Carries out Human Resource management responsibilities including hires, job assignments, termination and promotion recommendations, transfers, salary actions and the development and delivery of performance reviews.
• Implements the Company’s Affirmative Action Plan as it applies to the function supervised. Monitors conduct and relationships among the Associates supervised to prevent discriminatory acts or comments

Customer Centricity

• Manages in District Key account customers.  Accountable for district customer satisfaction levels and team morale, through frequent travel into the field, participates at customer in-person meetings, field service team meetings and ride-alongs. Must travel minimally 40% - 60% or greater of the time.
• Drives customer satisfaction, and long term relationship retention with BD customers by monitoring and delivering on key performance indicators.  (Key performance indicators include, Mean Time to Repair, Response Time, and On-Time PM Delivery)
• Completes a minimum of 12- 25 in person customer visits/meetings per year
• Ensures customer satisfaction and quality of delivered service

Financials: P&L Accountability

• Manages and coordinates the activities of a team of field service representatives with full accountability for district P&L results, financial performance, expense management, service delivery costs, contract retention, methods, and Field Service Engineer proficiency and skills.
• Manages in-district service contract retention, T&M revenue, Won/Lost opportunities, identification and causes of competitive threats within the district.  Captures business intelligence relative to customer satisfaction, service contract win/loss rates, and supports the sale and promotion of service contracts and products. Meets regularly with the service contract sales team to promote service contract sales, review opportunities, and provide feedback on losses or potential losses.

Teamwork/Collaboration

• Establishes positive collaborative working relationship with the local sales representatives, technical applications, field services management team, and internal support teams. Frequently participates in cross functional meetings to ensure customer satisfaction, to support projects, process and/or operational improvements.
• Coordinates efforts with and collaborates in the management of customer accounts with Local Sales & Services representatives, to ensure the highest levels of customer satisfaction.

Operations

• Accountable for district operations and performance. Implements operational objectives and assignments. Develops short term field service tactical plans and execution.
• Ensures implementation of organizational policies and procedures and the appropriate utilization of company assets. Ensures adequate resources are provided.
• Accountable for service inventory management, levels and utilization within the district.
• Actively participates in the development of service technical training class schedules and effectiveness of the classes.
• Delivers presentations during Service Leadership team meetings on specified topics of importance to service efforts.
• Actively participates on assigned projects, communicates project status, progress, problems, and procedures to their manager or project team leader.
• Keeps abreast of the U.S. regulations affecting own area of supervision/management and complies with those regulations. Initiates changes to BDB practices and procedures to support compliance requirements.  Communicates the need for compliance to members of own functional area.  Brings regulatory compliance questions/issues to the attention of the next level of management.
• Ensures Environmental, Health and Safety (EH&S) training through facilitation and the development and implementation of safety awareness programs. Ensures EH&S policies and procedures are followed through education and training.  Discusses and documents pertinent EH&S topics at staff meetings. Participates in EH&S programs.
• Performs other related duties and assignments as required

Qualifications:

• BS or equivalent level of experience and education within a technical discipline
• 3 -5 years’ experience in field service or customer service delivery, is desirable
• 3-5 years of previous field service or customer service management experience, or equivalent combination
• Effective financial management, organization, and planning skills.
• Effective interpersonal skills.
• Effective written and oral communication skills.
• Effective analytical, technical, and decision making/problem solving skills.
• Effective leadership skills.
• Effective implementation and execution of service processes and procedures
• Demonstrated ability to motivate and manage personnel.
• Effective goal setting skills.
• Effective presentation and meeting skills.
• Must possess and maintain a valid state-issued driver's license and meet BD's auto safety standards
• Must travel minimally 40% - 60% or greater of the time.

Primary Work Location

Additional Locations

Work Shift