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Form of workFieldpiece is hiring a Technical Service & Repair Manager to lead our dynamic team of service technicians - driving excellence in repair, warranty administration, and technical support. You’ll play a key role in ensuring customer satisfaction by effectively diagnosing and resolving instrument issues, while contributing to the continuous improvement of our products and services.
The ideal candidate has strong RMA, repair, and technical support experience. You’re effective at managing a team of six including work prioritization, scheduling, and performance reviews. You’ve established and documented standards and procedures for efficient workflows, customer service, and quality. Finally, you have experience with CRM software to help implement MS Dynamics and customize for our needs.
Recognized as a Best Places to Work in SoCal in 2023, Fieldpiece has been delivering rugged, professional-grade, and feature-rich tools and testing instruments to HVACR technicians since 1990. HVACR pros trust us to help them do their jobs better, faster, and easier with tools like spanning meters, manifolds, leak detectors, scales, and more. Awarded the Kepner-Tregoe Critical Thinking Cultural Excellence Award, we utilize this framework to enable clear thinking skills to flourish.
We're a team of innovators where curious experimenting is celebrated, learning is encouraged, and initiative is rewarded. We offer a flexible work schedule with two days’ work-from-home, a hire-to-retire philosophy, an on-site music room, and a kitchen full of snacks to keep you charged throughout the day.
What You’ll Do
- Manage the daily operations of the service and repair department to ensure swift turnaround times and high-quality service - includes scheduling,workload distribution,and performance reviews.
- Provide expert technical support to customers via phone,email,and online platforms,troubleshooting instrument issues and guiding them to effective solutions.
- Oversee warranty administration,manage claims,and approve repairs.
- Help implement a new CRM (Microsoft Dynamics) and maintain it.
- Analyze service data and trends to identify areas for improvement in instrument design,documentation,and service procedures.
- Develop, document, and implement new processes and training programs.
- Collaborate with other departments (Engineering,R&D,Commercial, Quality) to improve product reliability and address customer feedback.
What You Bring
- Bachelor’s degree in engineering or a related field preferred and/or equivalent experience.
- 5+ years of experience in the HVACR industry or similar field (electronics, tools, aerospace),with a good understanding of electrical and electronic systems.
- Proven experience in troubleshooting,repairing,and calibrating precision measuring instruments.
- Excellent communication and interpersonal skillswith the ability to communicate complex technical information clearly and concisely to customers and colleagues at all levels.
- Strong analytical and problem-solving skillswith the ability to identify root causes of instrument issues and implement effective solutions.
- Leadership and team management skillswith the ability to motivate and develop a team of technicians.
- Proficiency in CRM and/or service ticketing systems.
Excellent benefits!
- Matching 401k up to 4% with immediate vesting.
- Healthcare premiums are covered at 80% for you and your family with HSA and FSA options.
- Supplemental Term Life, Employee Assistance Programs (EAD), and more.
- Hire to Retire philosophy that includes personal career development plans.
- Bonuses based on company and personal performance.
- Music program that pays for onsite guitar and piano lessons for you and your family - take a break in the music room!
