Field Service Manager en RoadBuilders Machinery and Supply Co., Inc.

Description

• Competitive pay  
• Health, dental and vision insurance 
• Company paid short term disability   
• Company paid basic life insurance 
• Supplemental term life insurance and long term disability 
• 401k with company match 
• Paid time off 
• 8 paid holidays 
• Company cell phone provided
• Safety glasses and boot reimbursement  

• Act as primary contact for customers in all matters pertaining to field service such as technical issues, diagnosing equipment failures, invoices, repair inquiries, escalated customer issues, etc.
• Initiate contact with customers regarding current and future service needs by reviewing service history, warranty records, product improvements, and support programs
• Maintain an effective work order control system for scheduling and accounting of all work performed in the field.  This includes:
  • Accurately calculate repair estimates 
  • Schedule service appointments and opening work orders
  • Review work orders for conditions or repairs that could be covered under a warranty
  • Ensure all warranty claims are filed per respective OEM requirements, including submission within stated timeframe
  • Monitor repairs hours logged for each repair to ensure the hours are aligned with the estimate and work being performed
  • Close work orders in a timely manner; making certain they contain all relevant information and pictures needed for warranty claims
• Communicate with the Service Manager and provide updates on current job status and department needs
• Ensure quality repairs are provided by technicians
• Enforce all safety policies and procedures
• Manage employees within the department including but not limited to hiring, training, developing employees, delegating work assignments, writing and conducting performance appraisals, coaching, and counseling employees, and administering disciplinary procedures
• Assist in diagnosing and troubleshooting to determine cause of failure and proper repairs
• Perform other duties as assigned

Qualifications

• Technical aptitude in relation to the industry
• Excellent written and verbal communication skills
• Basic computer skills
• Must be able to handle a wide work variety and work in a fast-paced environment that may be stressful at times
• Ability to organize and prioritize work
• Strong customer service skills
• Excellent attention to detail
• Strong analytical and problem-solving skills
• Strong supervisory and leadership skills
• Must be able to read, write and communicate in English
• Must hold a valid driver’s license with a clean driving record
• Must pass a background check and drug screen

• Prolonged periods of sitting at a desk and working on a computer
• Shop environment with exposure to heat, cold, dust, dirt, and noise

• High school diploma or GED
• 5+ years of experience in a heavy equipment service department, preferred
• 5+ years of relevant experience with heavy equipment, construction, or other mechanical industries
• 2 or more years of experience as team lead or supervisor
• Previous dealership experience is a plus