Regional Field Service Manager II

A.O. Smith; Tennessee; On-site; USD 60,000 - 90,000; Full time

Job summary

An established industry player is seeking a skilled Field Service Engineer to manage regional service operations. In this role, you will align with sales managers to enhance customer satisfaction through effective service support and training. Your expertise in HVAC systems and customer service will be pivotal in resolving product issues and maintaining strong client relationships. This position offers a competitive salary and comprehensive benefits, providing a great opportunity to contribute to innovative projects and drive service excellence. If you're passionate about engineering and customer care, this role is perfect for you.

Benefits

Medical insurance

Dental insurance

Life insurance

Retirement savings plan

Tuition assistance

Short- and long-term disability programs

Qualifications

• 7+ years of HVAC/Plumbing/Mechanical experience required.
• Trade Certification such as Certified Quality Engineer preferred.

Responsibilities

• Provide localized service support and customer site visits.
• Recruit and train contracted service providers for adequate coverage.
• Communicate with manufacturing and engineering to resolve issues.

Skills

HVAC systems

Customer service

Mechanical aptitude

Electrical systems comprehension

Problem-solving skills

Education

Bachelor's Degree in technical related field

Associate's Degree in technical related field

Tools

Microsoft Office

SalesForce

SAP

Job description

PRIMARY FUNCTION:

Regional field service management responsibility which includes but not limited to: Alignment with regional sales managers to provide localized service support, customer site visits, defusing tense situations, application evaluations, contracted service provider relationships and recruitment, on the job training for contracted service providers, start-up and commissioning of product, field conversions, quality and engineering liaison regarding product issues, manufacturing and product engineering field support, and new product development and reliability projects.

SCOPE OF RESPONSIBILITY:

Position reports to the Field Service Engineering Manager

SPECIFIC DUTIES/ACCOUNTABILITIES (List in order of importance)

1. Aligned with Regional Sales managers to provide localized service support
2. Direct investigation of customer complaints regarding quality, tolerances, specifications, and delivered condition of products.
3. Maintain customer relationships during the course of customer investigations.
4. Recruit, train and sustain contracted service providers for adequate service coverage in the market working closely with Reps and the National Service Department to develop and maintain the service provider network.
5. Access training needs, skill levels and identify training opportunities for service providers
6. Maintain relationships with Reps and provide clear guidance on company policies, processes and procedures.
7. Negotiate validated labor claims with Reps & non-CSP's
8. Travel 80% in order to support and maintain assigned region.
9. Communicate with manufacturing, quality assurance, sales and engineering to resolve customer complaint issues.
10. Record, analyze, and inform concerned associates of production quality assurance, and sales departments of status and disposition of customer complaints and claims.
11. Utilize interpersonal skills to communicate professionally at all levels within the operational customer / supplier environment.
12. Provide written technical engineering reports of projects that incorporate the complete understanding of an integrated Water Heating System.
13. Provide technical and service assistance to Company customers via telephone contact.
14. Perform field service on all Company products as required.
15. Assist in preparation of Technical Service Bulletins to provide product related information to the field.
16. Mentor and develop new Field Service Engineers/technicians.
17. Provide site inspection, start-up and conversion coordinator back up as needed.
18. Utilize statistical tools and techniques to analyze product and component field failures and warranty data to report recommendations.
19. Provide VoC data and work with our product engineering department for reliability testing and new product testing.
20. Participate with reliability engineering to identify test sites, assist in monitoring and reporting test data for the projects.
21. Actively participate in corrective and preventative action teams across the business. Serve as a liaison with customers to assure prompt responsive action to any quality issue as necessary.
22. Actively participate in a service function for NPD projects.
23. Develop, sustain and continuously improve field service engineering processes to assure the quality of service to the customer
24. Ability to function in lieu of Field Service Manager in manager's absence
25. Assist Legal Dept and Risk management on claims and site evaluations
26. Provide assistance to other departments as needed.
27. Perform any other activities as needed or as directed.

BASIC QUALIFICIATIONS:

1. Bachelor's Degree in technical related field - Preferred. Will consider those with an Associate's Degree in technical related field and equivalent experience.
2. Minimum of 7 years related work experience

ADDITIONAL QUALIFICATIONS:

• Minimum 7 years HVAC/Plumbing/Mechanical related experience
• Trade Certification, such as Certified Quality Engineer, EPA608, NATE preferred
• Proficiency with computers and programs, specifically Microsoft Office software, SalesForce, SAP.
• Proficient customer service experience.
• Demonstrated experience in Electrical or Mechanical aptitudes, and HVAC systems.
• Demonstrated experience in Control Systems (PLCs) and Building Integration Systems preferred.
• Possess a general understanding of local, state, and national codes / regulations.
• Ability to solve practical problems and deal with a variety of concrete variables in situations where only limited standardization exists.
• Ability to work independently and as a team to meet deadlines and goals.
• Demonstrated comprehension of electrical systems, low voltage, high voltage, single and three phase systems.
• Demonstrated comprehension of gas supply systems (Natural / Propane) and regulation.
• Demonstrated comprehension of #2 fuel oil and delivery systems.
• Demonstrated comprehension of water supply systems, pressure boosting systems, regulation, piping scenarios, etc.
• Demonstrated comprehension of HVAC and refrigeration systems

We Offer: Competitive base salary and comprehensive benefits plans which include medical and dental insurance, company-sponsored life insurance, retirement security savings plan, short- and long-term disability programs and tuition assistance.

#LI-AO

#LI-Remote

ADA Disclaimer: In developing this job description care was taken to include all competencies needed to successfully perform in this position. However, for Americans with Disabilities Act (ADA) purposes, the essential functions of the job may or may not have been described for purposes of ADA reasonable accommodation. All reasonable accommodation requests will be reviewed and evaluated on a case-by-case basis.