Field Service Manager

Carolina CAT; Charlotte (NC); On-site; USD 60,000 - 100,000; Full time

Job summary

An established industry player is seeking a dedicated Field Service Manager to lead their service department in Charlotte. This role is pivotal in overseeing fleet operations, ensuring customer satisfaction, and fostering a positive work environment. The ideal candidate will possess strong leadership and technical skills, with a focus on continuous improvement and employee development. Join a family-owned company that values integrity and community support, and play a key role in driving excellence in service delivery.

Qualifications

• 6+ years of experience in a similar role with at least 2 years in management.
• Strong technical background with hands-on Cat experience preferred.
• Excellent customer relations and leadership skills are essential.

Responsibilities

• Oversee field service department operations and ensure efficiency.
• Manage employee performance and promote a positive work environment.
• Lead continuous improvement activities and manage service facilities.

Skills

Customer Relation Skills

Leadership

Problem Solving

Technical Aptitude

Education

BA/BS in Business Management

Technical School Graduate

High School Graduate with Mechanical Experience

Tools

DBSi

ServiceLink

Cat SIS2.0

Microsoft Word

Microsoft Outlook

Microsoft Excel

Job description

Description

Position at Carolina CAT - Construction

Join the Carolina Cat Team

As a family-owned company under our third generation of leadership, we have built our business based on the principles of trust, integrity, and a desire to help our customers and employees succeed.

Since 1926, we've supported our communities by supplying equipment for critical infrastructure and commerce and by donating our time and resources to area nonprofits. We make smart investments in our company and continuously improve as part of our vision to be a trailblazing company that's built to last.

We're looking for hard-working, team-oriented professionals who enjoy working on new challenges every day. We believe our employees are the key to our success, and we're committed to providing a work experience that helps our team grow to their full potential.

Collectively, our employees work together to make a difference for our customers, our communities, and our company. Learn more about what it means to become a team member with Carolina Cat.

Summary

The Field Service Manager has the critical responsibility to oversee fleet trucks, facilities, buildings, and issues associated with the local area. This not only includes day-to-day operations but also strategic direction and the consistent performance of the department. The Manager helps local personnel focus on safety, customer satisfaction, employee satisfaction, profitability, and overall general performance.

Essential Functions

Service Responsibilities:

• The Field Manager directs and controls the field service department to ensure an efficient and profitable operation to support branch and corporate objectives, and by maintaining the highest quality of service to the customer.This includes:
  • Developing, monitoring, and managing annual budgets and objectives.
  • Ensuring quality repair work and superior customer satisfaction.
  • Timely resolution of customer complaints and disputes.
  • Satisfactorily administering timely invoice processes, including all field service policy and warranty.
• Managing performance of employees and staff to achieve service excellence
• Using action plans to maintain high levels of employee satisfaction
• The Field Service Manager is responsible for the harmony and safe working conditions of the department.
• The Field Service Manager position is a combination of facilitator and motivator.
• The Field Service Manager is responsible for the actions of department employees and is responsible for overall employee wellbeing and attitude.
• The Field Service Manager should lead and promote a positive working environment that fosters excitement in the workforce.

Leadership:

• The Field Service Manager will work closely with the other Managers to assure employees have an avenue to discuss issues and concerns. This shall include disciplinary issues as well as day to day issues.
• Employees should feel they have a voice, and that our management group is willing to listen and act.
• Employees should also feel they have the chance to advance with the company as opportunities arise.

Service Facilities:

• The Field Manager is responsible for the day-to-day operations and management of the service to facility/buildings, field fleet, and fleet equipment.
• This will include the maintenance and repair of all structures and their systems (i.e., HVAC, electrical, water, sewer, etc.).
• The Field Service Manager is to work closely with the Facility Manager to resolve problems.
• Capital budgets for the Service facilities are to be prepared with the help of the Branch Manager and Operations Direct.
• The Field Service Manager will assist with overseeing any construction projects in the department. This would not only include the day-to-day management of any construction, but also the planning process.
• The Field Service Manager will should communicate to other managers, division managers, or facility manager as required for the purpose of resource sharing.
• Lead all department Continuous Improvement activities:
  • Using problem SQDC problem solving methodology to achieve the improvement of existing processes or development of new processes leading to greater efficiency.
  • This includes the implementation and management of change while simultaneously championing other lean philosophies.
  • This includes effective business judgment and critical thinking, as well having a systemic perspective of the branch's core business.
  • Facilitate Daily SQDC Meetings and update all materials as needed, conduct problem solving activities and implement countermeasures.
  • Identify and assist with Leader Standard Work for department leadership.

Supervisory Responsibilities

This job has supervisory responsibilities.

Qualifications

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable qualifying individuals to perform the essential functions.

Education and/or Experience

• Four-year BA/BS degree preferably in business management with 6 years similar experience with at least 2 years management or supervisor experience.
• Two-year technical school graduate with approximately 8 years similar experience with at least three as a Group Leader.
• High school graduate with approximately 10 years mechanical experience with at least four as a Group Leader.
• Candidates with hands-on Cat technical experience are strongly preferred as assisting technicians with technical issues is a requirement.
• This position requires a self-directed, personable, service-oriented individual with technical aptitudes who is self-motivated, well organized, mature and possesses sound business sense.
• Excellent customer relation skills are amust.

Computer Skills

• Intermediate PC skills (DBSi, ServiceLink, Cat SIS2.0, Microsoft Word/Outlook/Excel)

Workplace Requirements

The physical demands and work environment described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Physical Demands

While performing the duties of this Job, the employee is regularly required to stand; walk; use hands to finger, handle, or feel; reach with hands and arms and talk or hear. The employee is frequently required to sit. The employee must frequently lift, carry, push, pull and /or otherwise move up to 25 pounds. Specific vision abilities required by this job include close vision, distance vision, peripheral vision, depth perception and ability to adjust focus.

Work Environment

While performing the duties of this Job, depending on site location, the employee may be exposed to moving mechanical parts and equipment. The employee may occasionally be exposed to high, precarious places, fumes or airborne particles; outside weather conditions and vibration. The employee may occasionally be exposed to wet and/or humid conditions; toxic or caustic chemicals; extreme cold; extreme heat and risk of electrical shock. The noise level in some work environments is occasionally loud.

We are an Equal Opportunity Employer

We require all employees to treat all our employees and candidates as equals. All personnel actions are conducted in the spirit of equal employment. We're committed to recruit, train, promote and retain associates without regard to race, color, religion, gender, gender identification and expression, national origin, marital status, age, disability, genetic information, military status, sexual orientation or any other characteristic protected by applicable local, state or federal laws.

#CarolinaCAT

EEO/AA Employer. All qualified individuals - including minorities, females, veterans and individuals with disabilities - are encouraged to apply.