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Field Service Manager - Minnetonka, MN

Quick Facts
Company Name:COTG, MOTG, A Xerox Company
Location:Minnetonka, MN
Employment Type:Full Time
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Description

SUMMARY

  • The Field Service Manager position is a highly skilled managerial role where the employee is capable of a full workload that includes the development and support of a field team consisting of 6 15 field service employees (and supervisor as applicable). This individual is responsible for all aspects of field operations. The manager along with his/her team members are also responsible for the timely and cost effective maintenance and repair of office product equipment while maintaining a high level of customer satisfaction; thereby positively influencing the sales of all products offered by MOTG.

 

ESSENTIAL DUTIES AND RESPONSIBILITIES

  • Meet and maintain global field service performance benchmarks, including maintaining parts cost and other related MOTG targets and goals.
  • Maximize equipment up-time through timely response and effective/efficient repair up to and including selective customer training to ensure high levels of customer satisfaction.
  • Manage the utilization of all assets and resources to achieve targeted financial results and create superior value for Minnesota Office Technology Group and our customers.
  • Analyze customer needs, recognize business opportunities and respond accordingly in order to positively influence the customer & MOTG relationship.
  • Communicate and interact with customers, field service, sales, management, and administration in a way that is courteous, positive and professional.
  • Complete all administrative aspects of the job on time and error-free.
  • Setting expectations within the team that ensure a high degree of accuracy and integrity in all areas of data collection including daily call data, serial record updates, billable revenue and billing meters.
  • Maintain adequate manpower to meet the demands of the business through proper forecasting, scheduling and training of available employee assets.
  • Work closely with sales to find creative ways to provide solutions for customers that promote growth for the organization.
  • Perform other activities that support MOTG and our service organization.

 

MANAGER RESPONSIBILITIES

  • Lead by example
  • Field Service problem resolution, including all excessive service calls
  • Development, training and support of team members
  • Manage all aspects of field operations; monthly meetings, monthly one on one meetings, spot checks, inventory, and meeting preparation and presentation
  • Quarterly operations review presentation
  • Engineer developmental coaching
  • Perform field quality inspections
  • Field a.m./p.m. checks (6 per week)
  • Conduct major account service status reviews as required.
  • Promote a culture of passion, commitment and enthusiasm within the team

 

QUALIFICATIONS (SKILLS, KNOWLEDGE AND ABILITIES REQUIRED)

  • Mechanical and electrical aptitude and demonstrated skills.
  • Prior experience with exceptional performance in maintenance and repair of copier office equipment. Xerox and HP experience a must.
  • Excellent customer service and communication skills.
  • Ability to troubleshoot and think independently as well as work in a team environment.
  • Strong knowledge of networking.
  • Ability to lift and carry 50 pounds. Pull, lift, reach and transport equipment, parts and boxes.
  • Must be analytical with good comprehension of technical information.
  • Must have reliable vehicle (mileage is reimbursed).
  • Willingness and ability to travel to any territory and assist when required
  • Ability to work after normal business hours in critical situations

 

COMPUTER SKILLS

  • Experience using MS Office, e.g., Excel, Word and the internet for research.
  • Proficiency in utilizing eDocs, Eureka, PWS, and other related technical documentation

EDUCATION AND/OR EXPERIENCE

  • Minimum of an Associates degree in electronics, electrical engineering, networking or equivalent job related experience
  • 5+ years Industry/Manager experience
  • Previous customer service experience.

 

LANGUAGE SKILLS

  • English (reading, writing, verbal)
  • Strong communication skills; written, verbal, and in person

 

MATH SKILLS

  • Basic math

 

REQUIREMENTS

  • Valid driver's license and minimum levels of auto insurance coverage.

 

PHYSICAL DEMANDS

  • The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.  
  • While performing the duties of this job, the employee uses his/her hands and fingers to handle objects, controls; reach with hands and arms; stop, kneel, or crouch; talk or hear. The employee uses computer, copier, faxing and telephone equipment. The employee must be able to walk for short periods of time and sit, and stand for long periods of time.

  

WORK ENVIRONMENT

  • The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of the job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
  • While performing the duties of this job, the employee rarely is exposed to fumes or airborne particles, toxic or caustic chemicals. The noise level in the work environment is usually low to moderate.