POSITION SUMMARY

Manage and direct the activities of the field service team for the assigned region. Lead strategic initiatives and projects within the region as assigned.

ESSENTIAL FUNCTIONS

• Lead a team of field service technicians and related support staff to execute the Division’s service strategy and achieve customer commitments. Lead strategic initiatives and projects within the region as assigned.
• Manage the assigned regional staff according to Company policies and procedures to achieve Company and department objectives. Develop employees by training, cross-training, and providing continuing education opportunities. Conduct performance reviews and provide input for salary decisions. Ensure safe site operation.
• Manage the participation of the Field Service group with incident escalations. Provide oversight and guidance with information collection, documentation, customer engagement and incident resolution.
• Utilize relationships with service providers, direct sales personnel, MEPPI channel partners and customers to identify and recommend new product and service opportunities.
• Assist with development of lead generation strategies, incentive programs and cost optimization initiatives for product and service offerings. Provide guidance on quoting process and procedures.
• Ensure that service and testing equipment is tracked, kept up to date, maintained in proper working order and calibrated.
• Develop, implement, and maintain coverage and competency plans to ensure projects achieve schedule, revenue, and profitability commitments.
• Prepare and manage budgets and forecasts for field operations. Monitor and report on progress in obtaining financial objectives.
• Maintain contractual relationships with service suppliers. Conduct audits to ensure performance, safety, and contract compliance.
• Facilitate distribution and completion of service notifications to internal and external partners.
• Review field service reports and prepare activity reports and analysis as required.
• Manage regional parts warehouses, maintain inventory counts, and ensure availability of parts to support the service needs of the region.
• Develop and maintain policies and procedures for field service and training. Evaluate and enhance training materials. Participate in creation of Division policies and procedures.
• Oversee the safety, maintenance, registration, and insurance compliance of the vehicle fleet as needed.
• Collect and consolidate product design and performance information from field technicians. Communicate findings to applicable departments.
• Further the goals and positive, professional image of the Division through effective dealings with customers, vendors, and other internal departments.

QUALIFICATIONS

• Bachelor’s degree in business, engineering, or related discipline with a minimum of 5 years of experience in servicing/repair of power quality or related products and 3 years of experience supervising field or remote teams, or equivalent education and experience.
• Advanced knowledge of UPS or power quality products repair and maintenance.
• Advanced interpersonal and communication skills required to communicate with customers, employees and suppliers.
• Advanced analytical and problem-solving skills.
• Ability to read and understand technical drawings and bills of material.
• Ability to manage multiple priorities and meet deadlines.
• Advanced computer skills with emphasis on Microsoft Office products.