Field Service Manager
Posted 18 days 21 hours ago by Wausau Window and Wall Systems
Oversee the daily operations of the field service/quality department. Plan and coordinate activities, investigate and resolve internal and customer reports of technical problems with materials and products and eliminate future operational or service difficulties by performing the following job duties.
POSITION DUTIES and RESPONSIBILITIES include the following:
Professionally represent Wausau Window and Wall Systems when interacting with installers, contractors, architects, building owners occupants and vendors.
Reviews performance reports and documentation from customers and field service representatives and inspect malfunctioning or damaged product to determine nature and scope of problem.
Analyzes and reviews inspection findings to determine source of problem and recommends repair, replacement or other corrective action.
Coordinates problem resolution with engineering, production, and other personnel to expedite repairs.
Provides on-site technical assistance to help troubleshoot and repair products.
May be required to work at tall heights to view issues, conduct inspections and make necessary repairs.
Maintain records of Field Service reports.
Analyzes reports of technical problems to determine trends affecting future design, production, service, maintenance processes and recommends modifications to eliminate future problems.
Will assist other departments in developing service handbooks and other materials based on field investigations, engineering changes and overall knowledge of product.
Provides a communication link between the customer and the company to ensure that effective service is provided to the customer.
Will create written inspection reports and remediation plans.
Will need to identify when additional manpower and skill sets are needed for a scheduled project.
Able to travel as needed, and often on short notice, to address field service and quality requirements.
Manage the field service crew. Formulate and maintain quality assurance objectives.
Will analyze data to evaluate the current process and process changes.
Develop new approaches to solve problems identified during quality assurance activities.
Analyze Cost of Poor Quality (COPQ), focus on the key causes and manage corrective actions as needed.
Establish and maintain quality standards, ensuring compliance.
Keeps management team abreast of significant issues or developments identified during field service or quality assurance activities and actions being taken to improve the situation.
Direct technical associates engaged in quality assurance activities.
Maintain a working knowledge of government and industry codes and standards.
Monitor both internal and external quality to ensure customer satisfaction and continuous improvement.
Adhere to established Safety policies and procedures to ensure a safe environment for all associates.
Adhere to established Policies and Standard Operating Procedures (SOPs).
Participate in or lead process improvement initiatives.
Undertake job responsibilities in a manner consistent with the company's Core Values.
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. Other duties may be assigned and required.
EDUCATION and EXPERIENCE REQUIREMENTS
Must have bachelor's degree in a related technical/engineering field and/or have additional commensurate experience. Must have a minimum of 7-10 years' of related work experience.
Master's degree in a technical field or in business administration is preferred.
SKILL and KNOWLEDGE REQUIREMENTS
Excellent product knowledge of Wausau products.
Must have passion for customer satisfaction and fenestration products.
Understanding of construction, architectural and engineering language.
Strong math skills, ability to estimate cost of repairs.
Comply with company, state, and federal codes and regulations.
Ability to manage multiple activities and meet established milestones and deadlines.
Must have a commitment to quality and excellence.
Excellent verbal and written communication skills and organizational skills.
Team and consensus building.
Excellent listening and interpersonal skills.
Proficient in Microsoft Office (Word, Excel, PowerPoint and Outlook)
Understand MRP/ERP systems
This position has supervisory responsibility.
WORK ENVIRONMENT/TRAVEL REQUIREMENTS
Will work partly in an office environment with regular visits to the manufacturing floor, but will also travel frequently to customer sites, and often on short notice.
Frequent Travel is Required (20 to 30%)
While performing the duties of this job, the employee is regularly exposed to moving mechanical parts. The employee is occasionally exposed to wet and/or humid conditions; high, precarious places; fumes or airborne particles; toxic or caustic chemicals; outside weather conditions; risk of electrical shock and vibration. The noise level in the office work environment is usually quiet. The noise level in the production work environment on certain field jobs is usually loud.
Regularly required to sit or stand, reach, bend and move about the facility. While performing the duties of this job, the employee is regularly required to talk and hear. The employee must occasionally lift and/or move up to 50 pounds. Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception and ability to adjust focus.
Wausau Window and Wall Systems is an Equal Opportunity Employer and Affirmative Action Company. Women, minorities, protected veterans, and individuals with disabilities are encouraged to apply.