Field Service Manager - Food Equipment Repair

Purpose Statement

The Field Service Manager's primary job function is to be fully accountable for Rich Products Technical Services success in the United States and Canada market.  In this role, the Technical Services Area Manager will oversee the development, expansion, and optimization of our service network to ensure exceptional customer support and service delivery. The Field Service Manager's role also involves managing relationships with service providers, negotiating contracts, ensuring compliance with service-level agreements (SLAs), and driving continuous improvement across the network. The ideal candidate will possess strong leadership, analytical, and negotiation skills, with a focus on customer satisfaction and operational efficiency.

Must be able to travel up to 25% in the US.

Must be able to work a hybrid schedule after training. Training is Monday-Friday 8am-5pm onsite for approximately a month. Hybrid schedule is Monday & Friday work from home, Tuesday-Thursday work onsite, flexible daytime hours.

Key Accountabilities and Outcomes

• Service Network Expansion: Identify, evaluate, and onboard new service providers to enhance coverage and capability.

• Service Provider Management: Maintain strong relationships with service providers, ensuring adherence to SLAs, quality standards, and company policies.

• Contract Negotiation: Lead negotiations with service providers to secure favorable terms and ensure alignment with business goals.

• Quality Assurance: Develop and implement quality control measures to monitor and improve service performance across the network.

• Field Audits:  Perform on site customer and service provider audits regularly.

• Training: Ensure service providers are continually trained to support the equipment in their assigned territories.

• Issue Resolution: Act as the escalation point for service-related issues, working closely with providers to resolve problems promptly.

• Cost Management: Audit and approve service invoices, analyze costs, and identify opportunities for savings without compromising service quality.

• Data Analysis: Utilize data-driven insights to monitor performance, identify trends, and make informed decisions regarding the service network.

• Compliance and Security: Ensure all service providers comply with relevant regulations, security protocols, and company policies.

• Continuous Improvement: Drive initiatives to improve service processes, reduce downtime, and enhance the overall customer experience.

• Service Work Order Management: Oversee the management and tracking of service work orders, ensuring timely and accurate completion to meet customer expectations.

• Documentation and Reporting: Maintain accurate records of service provider performance, contracts, and related activities. Prepare regular reports for senior management.

• Cross-functional Collaboration: Work closely with other departments, such as logistics, sales, and product teams, to align service network activities with broader business objectives.

• Emergency Response: Lead the coordination of service providers during emergencies, ensuring timely and effective response.

• Team Leadership: Manage and mentor a team of service network coordinators, providing guidance and support as needed.

Knowledge, Skills, and Experience

Requirements:

• Bachelor’s degree in business, Operations Management, or a related field, or a minimum of 5-7 years of work experience in service network management, operations, or a similar role.

• Strong understanding of contract negotiation, SLA management, and vendor relations.

• Proven ability to analyze data and make strategic decisions.

• Excellent communication, negotiation, and leadership skills.

• Ability to work in a fast-paced environment and manage multiple priorities.

• Knowledge of industry regulations and compliance requirements.

• Up to 25% travel will be required.

Preferred Qualifications:

• Experience in the Technology & Electronics, Telecommunications, Consumer Appliances, Retail & E-commerce industries.

• Previous experience in managing a geographically dispersed service network.

• Certifications in project management or operations management.

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