Mgr - Field Services-M126H02

Matthews International; Cranberry Township (Butler County); Hybrid; USD 90,000 - 120,000; Full time

Job summary

Matthews International is seeking a Manager – Field Service in Cranberry Township, PA to lead the field service technician staff in installation, repair, and upgrade of equipment. The role ensures on-time, on-budget service with clear customer communication throughout the lifecycle.

The position is hybrid: 3 days on-site and 2 days remote after ramp-up, requiring travel and strong leadership to align service delivery with company objectives and safety standards.

Qualifications

• Bachelor’s Degree in Management or related field.
• 6+ years progressive field service or technical service experience; or equivalent.
• 3+ years in a leadership role in service management preferred.
• Travel locally, nationally and/or internationally.
• Strong proficiency with SAP, MS Office Suite, Outlook & Internet

Responsibilities

• Develop and deploy the resourcing plan for delivering service.
• Oversee implementation of the company’s service delivery vision.
• Plan, direct and coordinate activities to achieve goals; mentor and develop team.
• Design and monitor service performance metrics and budgets.
• Communicate with customers throughout the service lifecycle and post-final billing.

Skills

Field service leadership

Budgeting

Project management

SAP

MS Office

Education

Bachelor’s Degree in Management or related technical field

MBA or Master’s preferred

Tools

SAP

Microsoft Office

Job description

Cranberry Township, Pennsylvania, United States

Job Description

The Manager – Field Service is responsible for managing the field service technician staff in customer support activities involving installation, engineering, repair, and upgrading of equipment and systems. Leads the field service team and is accountable for ensuring on-time and on-budget service in compliance with quality and safety standards. Guarantees the customer is provided clear communication throughout the service lifecycle.

This role will be a hybrid position, working 3 days on site and 2 days remotely once this new hire is up to speed on products and technology.

• Develop and deploy the resourcing plan for delivering service, including capacity planning, service positions and roles, contractor strategies, hiring and training.
• Oversee implementation of the company’s vision for service delivery. May be accountable for a particular region or line of business.
• Plans, directs, and coordinates activities of employee(s) to ensure goals or objectives are accomplished. Mentors, coaches, trains and develops team.
• Design and monitor service performance metrics. Sets goals and implements programs to achieve performance targets.
• Partners with HR to define the requirements for the service technician training program adhering to department objectives and goals. Oversees program deployment ensuring compliance with program documentation and process.
• Set customer expectations for the services being completed beginning at initial contact through the final billing, and for field inventory of parts and materials. Monitor performance and make recommendations for improvements.
• Develop annual budgets and quarterly updates, manage the department to budget, analyze variances, and make appropriate recommendations to compensate.
• Oversee and ensure appropriate communication with customer throughout the service lifecycle. Handle customer -level inquires, concerns, and complaints by researching, investigating, and responding to customers.
• Plan and implement improvement initiatives.
• Consult with Safety Coordinator to establish and maintain a safe work environment and culture.
• Additional duties as assigned.

Location(s)

3159 Unionville RoadBuilding 300, Suite #500, Cranberry Business Park, Cranberry Township , Pennsylvania 16066 , United States

Requirements

• Bachelor’s Degree in Management or related technical field
• Advanced degree (MBA, Master’s) preferred
• 6+ years progressive field service or technical service experience; or equivalent combination of education and experience
• 3+ years in a leadership role, with experience in service management preferred.
• Periodic travel either locally, nationally, and/or internationally will be required.
• High degree of proficiency in SAP, MS Office Suite, Outlook & Internet applications.
• Strong analytical, prioritizing, interpersonal, problem-solving, presentation, budgeting, project management (from conception to completion), & planning skills.
• Strong verbal and written communication skills (including analysis, interpretation, & reasoning).
• Solid understanding and application of mathematical concepts, both technical and financial.
• Ability to develop and maintain collaborative relationships with peers and colleagues across the organization, as well as internal and external clients.
• Ability to work well autonomously and within a team in a fast-paced and deadline-oriented environment.
• Ability to work with and influence direct reports, peers, and management.
• Self-motivated with critical attention to detail, deadlines, and reporting.
• Must have current driver’s license.

PHYSICAL ASPECTS/WORK ENVIRONMENT:

• Regularly required to stand; walk; sit; use hands to finger, handle, or feel; reach with hands and arms; stoop, kneel, crouch, or crawl; and talk, hear and see.
• Occasionally lift and/or move up to 50
• Specific vision abilities required by this job include close vision, distance vision, color vision, and ability to adjust focus.
• Occasionally exposed to wet and/ou humid conditions, moving mechanical parts, fumes or airborne particles, extreme cold & heat, risk of electrical shock, and toxic or caustic chemicals.
• The noise level in the work environment is low to moderate.
• Reasonable accommodations may be made to enable individuals to perform the essential functions.

Matthews International is an Equal Opportunity Employer

EEO is the Law