Field Service Manager

Employment Type

: Full-Time


: Customer Service/Call Center

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Field Service Manager
North America-North America-United States-MA-Westborough
The Field Service Manager has a leadership role in the Pall Service
and Support organization, reporting to the Director, Americas Service.
Individuals in this role are responsible for providing strong
leadership for a team of Field Service Engineers. It is the
expectation that the Field Service Manager drives a culture of
exceeding customer expectations to deliver outstanding customer
service, thus accelerating the growth of Pall hardware placements and
service revenues. The Field Service Manager must work
cross-functionally and build cohesive relationships with Engineering,
Customer Service, Product Support, and Inside and Outside Sales.
Facilitating a strong Service-Sales partnership is a critical
component. Core duties include direct management responsibilities,
ownership of customer satisfaction initiatives, employee development,
and financial management responsibilities to include Service and Sales
revenue and profit growth. The Field Service Manager does not need to
become a technical expert on Pall equipment. Developing a high-level
understanding of the equipment and its capabilities is sufficient.
KEY RESPONSIBILITIES Customer Satisfaction
Drives a sense of urgency to ensure customer needs are addressed
promptly and with an emphasis on a first time fix Excellent
follow-up skills to insure we exceed customer expectations, and close
all outstanding issues Strong communication and listening skills Is
a clear advocate for the customer (internal and external) and a
steward for the company Understands customer perception and the
associated business impacts, and is commercially capable of resolving
customer issues in a rapid fashion Experienced with managing and
resolving high-pressure customer issues, including product performance
issues and technical escalations
Financial Management & Growth
Excellent sales ability: both direct engagement in proposing and
selling service agreements to customers and development of technicians
to independently propose and sell service agreements (value selling
principles) Basic understanding of or capacity to learn high-level
financial statements and the quota to cash cycle of order processing essentially understanding the impacts that key decisions have on the
Pall Field Service and OpCo P&L. Manage region expenses and
investments to achieve annual operating profit target Able to
effectively price and position Service agreements on both existing and
new equipment, taking into account expected costs to proactively
manage profit margin
People Management & Leadership
Highly skilled at employee development, including coaching,
mentoring and identifying opportunities for improvement Creates a
culture of ownership and accountability ensures associates
understand their objectives and are provided the tools and guidance to
be successful Constantly works to build the best team via detailed
employee development plans and by recruiting the best internal and
external talent Creates follower-ship via action and integrity
builds a winning team culture and participates in driving the success
Motivates employees and drives a cohesive cross-functional work
atmosphere with positive attitude. Increase field morale and
expectationsSuccessfully deliver results while quickly adapting to
changing priorities and unforeseen challenges Communicate
expectations regarding performance and hold people accountable for
results Able to travel 25% - 50% of the time within region
Organization / talent development and daily management experience in a
business-to-business capital goods environment where excellence in
after-market support, at the customer s place of business, is a
strategically important part of the overall value proposition
Problem-solving skills
Continuous Improvement
Leads by example to develop a robust continuous improvement culture
Able to quickly identify systemic business issues and leverage team
expertise and Danaher Business System (DBS) problem solving tools to
drive to root cause must be able to effectively manage and implement
permanent countermeasures to drive a sustainable business advantage
Ensures all processes are documented and improved via the use of
kaizen (VSM, TPI, etc.) Acts as a primary customer of DBS and
leverages internal and external DBS expertise to map improvement plans
and drive sustainable improvements Develops and drives accountability
around daily management and monthly KPI s
Sales Support
Facilitate the installation of all new equipment via the team of
Field Service Engineers Able to fully comprehend the scope of
commercial opportunities and support new installations and critical
equipment trials by assigning optimal resources and deploying
effective action plans Partners with Regional Sales Managers and
Sales Engineers to price competitive Service offerings to package with
new equipment proposals
Key Metrics
Commercial Metrics: Revenue Growth, Operating Profit, Units under
Contract, Contract Unit Adds, Contract Renewal Rate, Qualified Sales
Leads Quality Metrics: First Time Fix Rate, Customer Satisfaction,
Safety Delivery Metrics: Response Time, Past Due Service, Past Due
Work Tickets
Basic Qualifications:
* Bachelors Degree or 5 + years of prior field service management
experience, technical management, or management in a field that
requires regular customer interaction
* Experience working with Excel and Powerpoint
Preferred Qualifications:
* SAP and ************** experience
* Master s in Business
Pall is an equal opportunity employer. We evaluate qualified
applicants without regard to race, color, national origin, religion,
gender, age, marital status, disability, veteran status, sexual
orientation, gender identity, or any other characteristic protected by
Diversity & InclusionAt Danaher, we are dedicated to building and
sustaining a truly diverse and inclusive culture. These are not just
words on a page Diversity and Inclusion is a top priority for the
company, and it ties deeply to each of our core values. Danaher
Corporation and all Danaher Companies are equal opportunity employers
that evaluate applicants without regard to race, color, national
origin, religion, sex, age, marital status, disability, veteran
status, sexual orientation, gender identity, or other characteristics
protected by law.
Customer Support
Associated topics: call center manager, customer care manager, customer service team manager, director, expertise, guide, monitor, operations, senior, telephone

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