Field Service Manager - EASY ICE : Job Details

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POSITION SUMMARY:In support of the Service Managers in a defined region, the Field Service Manager is responsible for supporting all operational personnel at a branch level. Monitors performance against operational goals and evaluates and enhances current operational systems. Develops reporting and auditing processes used to analyze operational effectiveness and reviews performance reports from team leaders. Coordinates operations with other functions. Ensures that SLAs and other customer service metrics are met.

POSITION SUMMARY:In support of the Service Managers in a defined region, the Field Service Manager is responsible for supporting all operational personnel at a branch level. Monitors performance against operational goals and evaluates and enhances current operational systems. Develops reporting and auditing processes used to analyze operational effectiveness and reviews performance reports from team leaders. Coordinates operations with other functions. Ensures that SLAs and other customer service metrics are met.ESSENTIAL DUTIES AND RESPONSIBILITIES:

• Support Service Managers in hiring, disciplinary action, leading, managing, coaching, and mentoring all assigned departments
• Responsible for oversight of all operational aspects including distribution operations, customer service, human resources, and administrative duties
• Make recommendations in the development of plans to scale business operations
• Monitor operation activity and research channels for cost reduction
• Ensure processes and procedures are in adherence to the Easy Ice operating system
• Locate areas of improvement and propose corrective actions that meet challenges and leverage growth opportunities utilizing metrics and P&L
• Bring out the best of branch's personnel by providing training, coaching, development, and motivation
• Displays extensive working knowledge of industry standards and practices, including product details and company services offered
• Responsible for supporting and/or performing employee yearly performance reviews
• Ensure branch readiness by providing employees with the tools to do their jobs, i.e. training, vehicles, and equipment, including a clean and healthy work environment
• Monitors department issues and client complaints to define patterns and work to lessen those recurring issues
• Oversight of equipment refurbishment performance ensuring work is completed to standard
• Offers exemplary customer service, including maintaining customer relationships and ensuring repeat customers by selling products and services and taking care of any customer concerns or complaints quickly and professionally
• Maintain and monitor metrics and P&L
• Assists with or performs administrative tasks
• Managing operations of different branches and analyzing operations and staff performance
• Liaising with different departments to come up with improvement strategies
• Assist in developing and implementing various quality control methods
• Oversee regional branch KPI targets and business goals, while working alongside the team to achieve these objectives
• Provide guidance and mentoring to other field staff and managers
• Observe existing staff and operations and assist in developing strategies for improved efficiency and profit, as well as cost reduction
• Assist the Service Manager, Dispatch Lead, and Regional Manager in various branch needs.

POSITION QUALIFICATIONS:Education: Bachelor's degree or relevant technical certificationsExperience: 3-5 years in an operational role with operations management experience preferred.Customer Service Experience Is Required, Previous Service Experience PreferredADDITIONAL REQUIRED ATTRIBUTES:

• Proficient in Microsoft applications
• Ability to learn Easy Ice/Automatic Icemakers protocols and procedures
• A desire to continually increase knowledge base of the industries we serve, and the products, services, and processes our company can produce
• Communicate clearly and professionally, both verbally and in writing, and possess excellent interpersonal skills

WORK ENVIRONMENT:

• Work primarily in a climate-controlled environment with minimal safety/health hazard potential
• Sedentary, sitting, walking, occasional lifting (overhead, waist level) from floor, bending, frequent near vision use for reading and computer use
• Sits for extended periods of time
• Must be able to work, for prolonged periods of time, on a computer monitor

The above statements are intended to describe the general nature and level of work performed by people assigned to this classification. They are not intended to be an exhaustive list of all job duties performed by the personnel so classified.

Seniority level

• Seniority levelMid-Senior level

Employment type

• Employment typeFull-time

Job function

• Job functionOther
• IndustriesFood and Beverage Services

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