Field Service Manager

Intertape Polymer Group; Georgia; On-site; USD 90,000 - 120,000; Full time

Job summary

Intertape Polymer Group in the United States is seeking a Field Service Manager to build and lead a 30+ person field service team supporting Better Packages/IPG packaging equipment across North America. The role emphasizes leadership, operational excellence and customer satisfaction.

You will drive field service strategies, manage dispatch, parts inventory and billing, coach staff, conduct site audits and report to regional leadership.

Qualifications

• Technical degree or equivalent combination of school and experience.
• 3+ years related technical field service experience and 2+ years in a leadership position.
• Active U.S. driver’s license and ability to pass background checks.
• Willing to travel domestically ~80% of the time.

Responsibilities

• Build, develop and manage a field service organization in North America.
• Lead a team of 30+ field service technicians and coordinate dispatch, time and parts management.
• Coach and develop employees, conduct site audits and manage service contracts.
• Provide technical guidance during customer visits and report to regional management.
• Oversee onboarding, training, and administrative tasks related to field operations.

Skills

Field service leadership

Team management

Technical field service

Driver's license

Education

Technical degree

Tools

Field service software

Job description

Field Service Manager

Position Purpose: Build, develop and manage a field service organization in North America leading a team of 30+ field service technicians.

Principle Accountabilities

1. Develop and manage a field service organization in support of an installed base of Better Packages/IPG packaging equipment in North America.
2. Foster a culture of professionalism within the organization furthering Better Package/IPG’s position as the leader in packaging solutions.
3. Monitor deployment and inventory of field service management tools including dispatching, time management, parts inventory, and billing.
4. Support field service management process and reporting standards to ensure client needs have been met or exceeded.
5. Appraise employee performance recommending promotions, transfers, and work assignments.
6. Responsible to coach and develop employees adhering to department policies, standard operating procedures, and work instructions.
7. Meet regularly with managed employees to provide critical feedback and encouragement as well as identify organizational or employee-related issues and create effective solutions.
8. Participate in the interview/selection process to fill vacant positions.
9. Ensure accountability by issuing warnings and other approved disciplinary measures when necessary.
10. Initiate efforts aimed at affecting cost reductions, work simplification, and/or improvements in methods or equipment.
11. Track employee activity, perform site audits, and parts audits to ensure work accuracy and measure successful completion of designated tasks.
12. Provide recommendations for additional services at the customer facility.
13. Conduct and support training programs and initiatives.
14. Complete administrative functions such as timecard approvals, overtime, geofencing monitoring, and employee data entry as well as any additional administrative functions as directed by the Regional Manager.
15. Conduct weekly team meetings with direct reports.
16. Provide technical support to facility as necessary.
17. Ensure new hires have necessary tools/assets, complete onboarding tasks and meet on site when applicable.
18. Responsible for successful on-site installations, repairs, maintenance, and related service tasks. Provide maintenance support and training to in-house maintenance staff.
19. Provide technical guidance and expertise during customer visits.
20. Liaise with upper-level managers to coordinate and report on ongoing issues, create and deliver reports, and maintain effective meeting notes.
21. Identify service opportunities and sell service contracts to new and existing customers.
22. Facilitate set up and provide billing information to the administrative team for new service.
23. Encourage direct reports to identify additional service opportunities in customers sites and pursue service contracts.
24. Manage and approve direct report's expenses, reimbursements, and travel arrangements.
25. Monitor territory profitability and drive activities to increase top line revenue.
26. Other duties as assigned.

Essential Skills and Experience

Technical degree or equivalent combination of school and experience, plus 3 years related technical field service experience and 2years in a leadership position.

• An inclusive, empowering leadership style with team-building and motivational abilities. Proven organizational planning and development experience. Well organized with ability to lead effectivelyin a fast-paced environment.
• Experience utilizing field service management software
• Outstanding listening and communication (written and verbal), collaboration, and problem-solving skills
• Must have an active and valid U.S. driver’s license and ability to pass a background check and drug screen
• Willing to travel domestically approximately 80% of the time. *Preference will be given to candidates who reside in Florida and Georgia*
• Must be able to lift 60 lbs. or less, carrying and lifting tools and parts weighing up to 20lbs.
• Must be able to bend, squat, walk, stand and/or sit for prolonged periods of time.
• May be required to push and pull a cart with equipment weighing up to 60 lbs.