Primary Function:
Responsible for driving continuous improvement of FP’s Field Service Department to achieve Best in Industry status by providing superior First Priority Service. Manage all operations of the Field and Customer Service organizations. Provide direction to department supervisors in order processing, machine installations, and the servicing and technical support of all PMOS products. Partner with the Integrations Project Manager to develop customer focused resolutions for custom product delivery systems. Establish open and frequent communication between all FP departments to ensure continued inter-departmental focus on the needs of the end user.
Job Responsibilities:
• Manage all activities of the North American Field Service group.
• Establish and ensure personnel are trained on department policies and procedures relating to all service interactions.
• Oversee training programs to ensure FP Technicians and Contract & Distributor Technicians are competent, trained and updated to service all FPI equipment.
• Work with Customer Service/Help Desk Supervisor to analyze information and evaluate results in order to provide the highest level of customer satisfaction.
• Manage all aspects of machine and system installations. Coordinate with necessary departments to provide on-time, measurable success that exceeds customer expectations.
• Develop annual budgets for each group and strategically manage costs to meet established objectives.
• Timely communication with upper management and subordinates to ensure effective First Priority Service goals are achieved.
• Host weekly Service meeting with department heads.
• Provide feedback to Quality, Engineering, and Manufacturing departments for continuous product improvement.
• Responsible for the identification of machine/film improvements based on field analysis, customer feedback, and controlled testing.
• Utilize Oracle program to establish department goals and evaluate machine and personnel performance.
• Develop and maintain safety programs to ensure a zero-accident work environment.
Education/Experience/Knowledge:
• Bachelor’s Degree plus 5-10 years’ experience managing a national service operation.
• Strong administrative skills, well-developed management skills in application of principles and leading people.
• Individual should have analytical ability, computer skills, cost and budgeting experience and solid organizational, planning and prioritizing skills.
Responsible for driving continuous improvement of FP’s Field Service Department to achieve Best in Industry status by providing superior First Priority Service. Manage all operations of the Field and Customer Service organizations. Provide direction to department supervisors in order processing, machine installations, and the servicing and technical support of all PMOS products. Partner with the Integrations Project Manager to develop customer focused resolutions for custom product delivery systems. Establish open and frequent communication between all FP departments to ensure continued inter-departmental focus on the needs of the end user.
Job Responsibilities:
• Manage all activities of the North American Field Service group.
• Establish and ensure personnel are trained on department policies and procedures relating to all service interactions.
• Oversee training programs to ensure FP Technicians and Contract & Distributor Technicians are competent, trained and updated to service all FPI equipment.
• Work with Customer Service/Help Desk Supervisor to analyze information and evaluate results in order to provide the highest level of customer satisfaction.
• Manage all aspects of machine and system installations. Coordinate with necessary departments to provide on-time, measurable success that exceeds customer expectations.
• Develop annual budgets for each group and strategically manage costs to meet established objectives.
• Timely communication with upper management and subordinates to ensure effective First Priority Service goals are achieved.
• Host weekly Service meeting with department heads.
• Provide feedback to Quality, Engineering, and Manufacturing departments for continuous product improvement.
• Responsible for the identification of machine/film improvements based on field analysis, customer feedback, and controlled testing.
• Utilize Oracle program to establish department goals and evaluate machine and personnel performance.
• Develop and maintain safety programs to ensure a zero-accident work environment.
Education/Experience/Knowledge:
• Bachelor’s Degree plus 5-10 years’ experience managing a national service operation.
• Strong administrative skills, well-developed management skills in application of principles and leading people.
• Individual should have analytical ability, computer skills, cost and budgeting experience and solid organizational, planning and prioritizing skills.