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Field Service Manager at RS&A LLC – Remote

RS&A LLC
Remote, United States
Posted on
Updated on
Salary:$120000 - $130000

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About This Position

Functional Description:

Patient Focused. Quality Driven. Operations applies to all field service (both contracted and billed service clients) and equipment services (planning, evaluations, removals, installations, disposals). Service is personal, requiring team members who possesses a high level of professionalism, ethics, empathy, and interpersonal skills. Given the critical nature of the service we provide, it is imperative that our engineer’s get the support they need quickly and have confidence that the team behind them. It is management’s commitment and responsibility to invest in the tools and resources (people included) necessary to achieve our service excellence in support of our team.

Success is defined and measured with one objective – REDUCE MEAN TIME TO REPAIR. Mean time to repair is defined as the total time (minutes / hours) taken to complete the following tasks…

  • Receive call.
  • Respond to site (travel).
  • Troubleshoot issue.
  • Request / receive part(s).
  • Fix machine issue.
  • Confirm issue resolution with the client.

Together, we will have a lasting impact in the service community.

Scope of Duties:

Team leadership exists to connect, support, and drive value / performance to our team members and clients. As such, this role:

  • Sets the tone and expectations around service delivery to our field service team.
  • Fosters a culture of engagement, development, and performance.
  • Establishes trust and transparency across our field service team.
  • Supports client engagement as needed.
  • Acts as an ambassador of RSA’s quality management system and culture.

As such, the core responsibilities for this position include:


Oversight

  1. Coordinate, execute, and evaluate field service work performance (daily) via your assigned Salesforce Lightning™ dashboard.
  2. Maintain consistent and effective communication with all Field Service Engineers in your assigned area.
  3. Collaborate with other field service team leaders to advance RSA’s service delivery model and respond to / escalate current service issues.
  4. Manage the schedule for all assigned field service team members to ensure adequate coverage for all clients/machines.
  5. Provide a conduit for critical information from our field service team to operations management/leadership.

Service

  1. Maintain assigned systems in alignment with the applicable Field Service Engineer job description(s).


Personnel management

  1. Oversee administrative compliance for assigned field service team members, including expense management, vendor credentialing, and PTO coordination.
  2. Actively seek feedback from field service team members to drive continuous improvement opportunities, both internally and externally.
  3. Support client engagement model for assigned area.
  4. Support talent acquisition strategies for field service team members.
  5. Support employee development, evaluation, and performance improvement needs; this includes facilitating the annual review process for assigned team members.
  6. Work with management to identify training needs and support coordination of delivery activities for assigned team members.
  7. Communicate effectively across our team, developing a sense of community (not silos) and fostering collaboration; includes delivery of our operations standard meeting schedule.

Quality control

  1. Oversee and complete operations activities in alignment with our QMS standards / Operations documentation.
  2. Continually improve our operations and delivery model.
  3. Actively participate in RSA’s corrective action program.

Performance management

  1. Analyze service performance with field service team members routinely; escalate hard spots (e.g., units with high hours or unusual parts consumption).
  2. Provide insights regarding client satisfaction.
  3. Define and implement programs / improvement initiatives.
  4. Support change management activities within assigned area.

Required training – to be provided by RSA

  1. Management / communication courses (TBD)
  2. Additional courses as identified in the annual review process

Required Skillset:

To be successful in this role, the candidate must possess:

  • See applicable Field Service Engineer job description
  • Prior experience with people oversight / development
  • Strong analytical skills
  • Strong interpersonal communication, writing, project management, and administrative skills; ability to motivate others, building consensus and driving lasting change
  • A willingness to learn, receive feedback, and be part of a team environment – The Culture of “WE”
  • An ability to deal with ambiguity and attention to detail
  • Proficiency in Salesforce



Job Location

Remote, United States
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Job Location

This job is located in the Remote, United States region.

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