Field Service Manager

Burroughs, Inc.; St. Louis (MO); Remote; USD 70,000 - 100,000; Full time

Job summary

A leading company seeks a Field Service Manager to drive exceptional customer experience and enhance service performance. This remote role requires strong leadership and operations management skills, focusing on improving satisfaction and achieving budget goals while mentoring remote teams. The ideal candidate will have over five years of operational experience and a collaborative mindset.

Qualifications

• Motivated individual with demonstrated leadership and management skills.
• Excellent customer communication skills required.
• Proven accounting experience of four or more years.

Responsibilities

• Monitor and analyze customer satisfaction and service performance.
• Mentor and lead direct reports for optimal performance.
• Manage budget targets and ensure compliance with corporate policies.

Skills

Leadership

Customer Communication

Analytical Skills

Planning

Problem Solving

Education

5+ years in operations management

Experience managing remote teams

Tools

MS Office

Service ticket tracking solutions

Job description

Join to apply for the Field Service Manager role at Burroughs, Inc.

Job Summary

The Field Service Manager role encompasses transformational leadership, exceptional execution skills, innovative thinking, laser focus on delivering exceptional customer experience, and consistently driving cost efficiencies and revenue growth. Key responsibilities include maintaining and/or exceeding current levels of service/implementation business performance and customer satisfaction. Candidates must be located in the Northeast sector of the United States for this remote opportunity.

Description

Essential Functions/Key Responsibilities

• Monitor, review, and analyze district customer satisfaction levels. Provide input for adjustments and/or improvements and assure compliance.
• Monitor, review, and analyze district service/implementation business performance to established goals and objectives. Provide input for adjustments and/or improvements and assure compliance.
• Ensure achievement of district service and professional service technical performance and quality goals.
• Mentor and lead all direct reports to achieve optimal performance.
• Monitor, review, and analyze technician capabilities within the region. Ensure they are trained, certified, productive, and proficient to meet or exceed customer needs by providing superior service and professional business performance.
• Ensure customer satisfaction levels for service and implementation solutions are met or exceeded throughout the district.
• Ensure compliance with corporate policies and procedures regarding safety. Safeguard proprietary and confidential information.
• Manage expenses within the district to meet budget targets and goals.
• Review district P&Ls to ensure optimum profitability.
• Promote career development and create a learning environment emphasizing continuous organizational and skill development.
• Encourage diversity in the workplace through conscious hiring, promotion, and training efforts.
• Manage team member recognition programs to acknowledge outstanding contributions.
• Ensure compliance with all Human Resources policies and provincial employment laws.
• Travel within the district up to 40% of the time as needed.

Knowledge, Skills, and Abilities

• Motivated individual with demonstrated leadership, management skills, and business acumen.
• Excellent customer communication skills.
• Attention to detail and strong interpersonal skills.
• Analytical and problem-solving skills.
• Strong planning and organizational skills.
• Understanding of on-site field service, professional services, and business development strategies.
• Knowledge of company products, services, operational, and financial standards (preferred).
• Effective communication skills and ability to inspire teams to meet performance objectives.

Physical Requirements and Working Conditions

• Largely sedentary role requiring typical office equipment use.
• Remote work from home.
• Up to 40% travel within the district.

Education and Experience

• 5+ years of operations management experience.
• Experience with MS Office and service ticket tracking solutions.
• Experience managing remote teams.
• Proven accounting experience of four or more years.

Other Duties

This job description is not exhaustive and duties may change at any time with or without notice.

Accommodation

Burroughs offers accommodations as required by applicable legislation.