Area Service Manager

Mettler-Toledo, Inc.; Oakland (CA); On-site; USD 85,000 - 110,000; Full time

Benefits offered by this job

Medical, dental and vision coverage

401(k) with company match

Tuition reimbursement

Parental and caregiver leave

Employee wellness programs

Job summary

METTLER TOLEDO is seeking a Field Service Leader to supervise and coach field service technicians, ensuring quality and timely service delivery. The role involves planning, performance evaluation, and development of training plans to meet customer demands and backlog targets.

The candidate should have an associate degree with 4–7 years of related experience and a strong focus on organization, communication, and customer relations. Competitive benefits and relocation support may be offered.

Qualifications

• Associates degree in business, operations management, or a technical discipline preferred.
• Prior supervisory responsibility in technical discipline preferred.
• 4–7 years related experience and/or training, or equivalent combination of education and experience.
• Ability to stay organized and connected through multiple forms of communication.

Responsibilities

• Review and approve technicians' work hours, overtime, vacation, and personal time.
• Collaborate with the scheduling team to ensure efficient use of technician resources to meet customers' expectations and complete all work safely and timely.
• Evaluate field technicians' ability to safely deliver a quality service product.
• Develop personal and technical training plans for each technician.
• Coach and mentor service technicians to improve customer service and communication skills.
• Respond to customer feedback regarding the quality or timeliness of service delivery.
• Drive behaviors and processes to improve field service organization performance as reflected in KPIs such as productivity and First Visit Fix Rate.

Skills

Supervisory experience

Technical leadership

Customer service orientation

Communication skills

Coaching/mentoring

Education

Associate degree in business/operations/technical

Job description

Our Opening and Your Responsibilities

This role is responsible for the supervision of field service technicians, performance evaluation, coaching & mentoring, development of individual training plans, discipline, reward & recognition, timesheet review and approval, and vacation/personal time approval. A particular focus of this position is to ensure that work plans are sufficient to effectively meet customers' demands and effectively complete the backlog of service work timely and efficiently. The ASL is responsible for monitoring and improving all aspects of the field technicians' execution of job processes such as; quality of service delivery, understanding of and compliance with service processes, delivery of the Trusted Advisor brand promise, field parts inventory management, and technical competency. The ASL is the first level account/customer support on matters related to service delivery, such as the quality and timeliness of the service delivered

• Review and approve technicians' work hours, overtime, vacation, and personal time
• Collaborate with the scheduling team to ensure that technician resources are being used effectively to meet customers' expectations and complete all work in a safe and timely manner
• Evaluate field technicians' ability to safely deliver a quality service product
• Develop personal and technical training plans for each technician
• Coach and mentor service technicians with the goal of improving customer service & communication skills
• React to customer feedback regarding the quality or timeliness of the service delivery
• Drive behavior and processes to improve the effectiveness of the field service organization as determined by the following KPIs: technician productivity, First Visit Fix Rate, Windshield/Wrench Time

What You Need to Succeed

Associates degree in business, operations management, or a technical discipline is preferred. Prior supervisory responsibility in technical discipline is preferred. Four to Seven years related experience and/or training, or equivalent combination of education and experience.

Ability to stay organized and connected through multiple forms of communication.

Have a good feel for business development and key account management while still being a strong people leader.

Our Offer to You

• Medical, dental and vision care coverage and a 401(k) savings plan with company matching – all starting on date of hire
• Tuition reimbursement, employee wellness programs, plus other perks and discounts
• Parental and caregiver leave policies
• All the usual benefits such as paid time off, flexible spending, short-and long-term disability, basic life insurance, business travel insurance, Employee Assistance Program, and domestic partner benefits
• Global market strength and worldwide leadership in weighing
• A brand name that is identified worldwide with precision, quality, and innovation
• Thousands of patents, design and innovation awards
• A commitment to extraordinary service on our state-of-the-art equipment

About Mettler Toledo

METTLER TOLEDO is a global leader in precision instruments and services. We are renowned for innovation and quality across laboratory, process analytics, industrial, product inspection, and retailing applications. Our sales and service network is one of the most extensive in the industry. Our products are sold in more than 140 countries, and we have a direct presence in approximately 40 countries. For more information, please visit www.mt.com.

Equal Opportunity Employment

We are an equal opportunity employer and value diversity at our company. We give consideration for employment without regard to race, color, religion, sex, age, national origin, disability, sexual orientation, gender identity, genetic information, protected veteran status, or any other protected classification. You can find more details in our Equal Employment Opportunity Policy. If you’d like more information about your EEO rights as an applicant under the law, please click here.