Field Service Leader - Customer Experience & Dispatch

AIDA-America Corporation; Dayton (OH); On-site; USD 65,000 - 90,000; Full time

Job summary

AIDA-America Corporation in Dayton, OH is seeking a Customer Service Leader to oversee service projects, coordinate field engineers, and ensure customer satisfaction across installations, upgrades, and maintenance.

The role requires a BS in Mechanical Engineering, strong communication skills, and a proven ability to balance customer demands with company priorities while driving service excellence and continuous improvement.

Qualifications

• BS in Mechanical Engineering or an equivalent combination of education and experience.
• Experience in the field service business (dispatching field service engineers for installations, warranty, breakdown and preventive maintenance).
• Experience with metal forming equipment installation and repair.

Responsibilities

• Take ownership for overall customer satisfaction with Service for a designated list of customer projects focusing on emergency repair jobs, planned service jobs, and warranty work.
• Understand project commitments and establish the team and resources to accomplish within budget and deliver beyond customer expectations.
• Team up with the Service Leadership team and Service Engineers to develop a strong relationship that facilitates customer satisfaction in every interaction.
• Work with Engineering, Manufacturing, AMS, Quality, Finance, and Executive Leadership to identify and resolve customer questions and problems.
• Ensure timely feedback of quality defects from customers and Service associates to Quality, Product Management, Engineering, and Manufacturing for product improvement.
• Provide troubleshooting support to customer via email or phone and monitor cases using CRM software.
• Follow and monitor all steps in service order creation and closing (estimate preparation, PO receipt, service report, invoices, SAP costs, closing).
• Work towards continuous improvement of Service department policies and procedures.
• Provide annual performance appraisals for Service Engineers and review them in person.
• Monitor and guide skill development of Service Engineers via a skill map and quarterly/annual reviews.

Skills

Oral communication

Written communication

Interpersonal skills

Education

BS in Mechanical Engineering

Job description

AIDA-America Corporation in Dayton, OH is seeking a Customer Service Leader to oversee service projects, coordinate field engineers, and ensure customer satisfaction across installations, upgrades, and maintenance.

The role requires a BS in Mechanical Engineering, strong communication skills, and a proven ability to balance customer demands with company priorities while driving service excellence and continuous improvement.