Field Service Manager

The Field Service Manager (FSM) is a fundamental contributor to the U.S. Service Operations (USSO) service delivery concept. The FSM serves as the local face and voice of Schneider Electric to our customers and our Field Service Representatives (FSRs) and reports to the Regional Service Director (RSD). The goal of USSO is to construct a Service organization that reflects the specific local needs of our customers and market, while retaining a consistent global level of service delivery. This requires a strong and independent local Service management presence. The primary role of the FSM is coordinating the relationships among our customers and field employees while following our corporate initiatives and policies.

Long-term resource planning and short-term problem-solving creates challenges that require experience, fast-paced decision-making, dedication, and imagination are essential. The principle goals for the FSM are: 1) provide safe work environments for FSRs, 2) manage productivity levels of Field Service operations, 2) control and reduce operating costs, 4) exceed financial gross margin, 5) achieve better First Time Start Up (FTSU) and First Time Fix Rates (FTFR), 6) control overtime, and 7) improve customer satisfaction and employee engagement. Key performance indicators (KPIs) will be created to address each of these goals.

Responsibilities

• Direct management responsibility of Field Service Representatives and customers within a service district defined by a geographic area.
• Oversight of field operations between SE and our customers to ensure efficient and effective implementation of the operational expectations of US Service Operations. The FSM is expected to spend 50% of their time in the field working with FSRs, customers, vendors, and sales personnel.
• Conduct monthly safety meetings, perform FSR site safety audits, complete incident reviews, and ensure the district is in compliance with safety policies and procedures.
• Serve as liaison with Scheduling teams, Logistics, Technical Support, Engineering, and Sales groups within the FSM’s assigned district.
• Act as the primary Service contact for SE’s Strategic and Key Account customers. This includes actively developing open business relationships through regular communications and visits.
• Develop and coordinate all FSR training and qualification plans based on district’s product install base and in collaboration with the RSD, and Corporate Training.
• Ensure FSRs are familiar with all Schneider Electric policies.
• Mentor FSRs to grow and develop them and support their personal career goals.
• Ensure each FSR is complying with all administration processes and Field Service reporting requirements. Oversee the FSR Sales Lead process and ensure optimal FSR participation.
• Drive KPIs to maximize Service goals, and then use the KPIs to identify weaknesses and make corrections in order to enhance Service delivery.
• Other duties may be assigned as necessary. Management reserves the right to modify or rescind any outlined work assignments.

Qualifications - External

We know skills and competencies show up in many different ways and can be based on your life experience. If you do not necessarily meet all the requirements that are listed, we still encourage you to apply for the position.

• BA or BS in Business Management or Engineering is desirable. Training during military service is also considered desirable.

• Minimum five (5) years experience in critical power and/or cooling-related Field Service activities with a minimum of two (2) years serving in a team lead role.

• Strong and confident management style with solid written and verbal skills.

• Ability to prioritize and manage multiple projects simultaneously.

• Ability to act independently, while exercising good judgment.

• Ability to build relationships and teams, and maintain useful interaction with all involved parties.