Regional Field Service Manager

Job DescriptionJob Description

Job Title:                     Regional Field Service Manager

Department:               Field Service

Reports To:                 Director of Customer Service and Quality

Classification:             Exempt

SUMMARY:

Chiron is a provider of precision machining centers for milling & mill-turn, automation, turnkey, services, and retrofit.  We are a global company with our US-based operation headquartered in Charlotte, NC.  The Regional Field Service Manager role is responsible for leading a team of 10-12 Field Service professionals (most of whom work remotely around the United States) to install, troubleshoot, and repair Chiron equipment, delivering exceptional customer service at each step.  The Regional Field Service Manager will serve as a liaison between the required business areas of Chiron America, Chiron Group, and the customer to communicate proactively and provide timely and effective resolutions to issues that occur in the field.  This in-office position is based at our Charlotte facility.

ESSENTIAL DUTIES AND RESPONSIBILITIES:

 Drive and promote safety at all times.  Ensure that all safety rules, regulations, and requirements are strictly adhered to and that Field Service professionals are trained and always performing their work safely.  Effectively manage, communicate, and improve upon safety issues and concerns in a timely manner in coordination with internal staff.

 Manage a team of primarily remote Field Service professionals including, but not limited to: review and approval of time sheets and expenses; hiring, onboarding, goal setting, training and development planning, performance management (including ongoing coaching, conducting performance reviews, and managing performance improvement plans and/or separations when necessary), and compensation decisions.

 Compare customer needs with field service professional’s skill set and coordinate needed training, monitor progress, and ensure required technical skills are appropriate and effective.

• Interface directly with customers to provide technical solutions, manage expectations, and ensure the customer experience is exceptional.
• Provide guidance to Field Service professionals regarding solutions to technical issues.
• Assess technical issues specific to equipment types, develop solutions, and apply the correct resources in the field.
• Coordinate service activities with Service Coordinators to ensure thorough planning and consideration of service interventions.
• Understand customer issues to ensure a sense of urgency and priority appropriate with the situation.  Ensure all machine down situations are handled with sense of urgency and the customer is kept in the loop at all times working with the Chiron America team and Field Service professionals as assigned.
• Optimize resources to make efficient, informed decisions that drive First-Time-Fix and Response-Time goals.
• Perform administrative tasks such as managing and updating service orders and schedules; review service reports to ensure timely follow-up; and oversee the quality-of-service performed, ensuring time sheets, expenses, and associated documents are accurate for efficient invoicing.  Utilize the CRM when appropriate (and always if process driven).
• Monitor department issues and client complaints, gather and analyze data, and develop methods and processes to lessen recurring issues.
• Regularly communicate service updates and activities to the Chiron Sales Team and Director of Customer Service and Quality.

·Track and audit service work and customer satisfaction to ensure high standards, efficiency, and productivity goals are met.  Use data to drive problem solving, improve performance, and reduce costs.

·Maintain a strong working knowledge of industry regulations, restrictions, and laws, ensuring the company's adherence to these regulations, and remaining current on the industry standards and new innovations, materials, tools, and processes.

• Promote and sell services such as rebuild, training, spare parts, and preventive maintenance contracts.
• Provide after-hours technical and/or customer service assistance as required.
• Provide oversite to service contractors, maintain required documentation, ensure productivity, efficiency, and quality standards upheld.  Effectively and timely manage contractor issues and concerns.
• and limited international travel for customer, distributor, or trade show visits and required training as business conditions dictate.  A regular cadence of traveling with Field Service and Sales professionals to current and prospective customer locations is a key requirement of this position (minimum of two weeks per quarter or approximately 20%).

EDUCATION and/or EXPERIENCE:

• College degree or equivalent education/experience strongly desired.

• Minimum of 5 years of Field Service work in the machine tool industry required. Advanced understanding of mechatronic systems and applications of CNC Milling Machines.
• Minimum of 10 years of experience in customer support with strong machine tool industry knowledge.

• Minimum of 5 years of experience managing a team of people.  Strong preference will be given to individuals who have previous successful experience managing a team of direct reports who are remote.
• Experience with ISO 9001 processes and requirements is highly desired.

• A valid driver’s license and passport are required for this position.

KNOWLEDGE and SKILLS:

 ·Excellent people leadership skills: ability to create and motivate a diverse team to operate as a cohesive unit, drive accountability, and deliver positive results to the organization on a consistent basis.

· Demonstrated ability to build effective relationships from a distance as well as within the facility, with customers, and other key stakeholders.

· Excellent verbal/written communication skills; approachable; engaging; superior customer service follow up skills.

· Highly organized and comfortable managing complex schedules, processes, and details.  Excellent time management skills including setting priorities for the team, delegating tasks, and meeting deadlines on a consistent basis.  Ability to be calmly and effectively responsive while maintaining a high level of professionalism in a rapidly changing environment.

· Proficiency with Microsoft Office Suite (Word, Excel, PowerPoint, Outlook) and Adobe.  Ability to use Excel to collect and analyze data, create reports, and track progress against goals is required.

· SAP or other CRM experience strongly .

• Self-motivated with the ability to delegate tasks effectively.

KEY COMPETENCIES:

 ·         Action Oriented

·         Customer Focus

·         Managing and Measuring Work

·         Building an Effective Team

·         Drive for Results

·         Organization Agility

·         Conflict Management

·         Listening and Informing

·         Planning and Execution

PHYSICAL DEMANDS:

 The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.  While performing the duties of this job, the employee regularly operates a computer and other office equipment such as printers and copy machines. The employee frequently is required to reach with hands and arms; occasionally required to stand; walk, stoop, kneel, or crouch. The employee must occasionally lift and/or move objects up to 25 pounds. The employee is required to drive a motor vehicle safely day or night or travel by air; sit on a regular basis, often for long periods of time while driving/flying or completing desk work; use hands and fingers, handle, or grasp objects and talk or hear.

Company DescriptionGerman CNC Machine Tool companyCompany DescriptionGerman CNC Machine Tool company