Manager, Field Service
Location(s)
Montreal, QC (Canada)Job Description
Reporting to the Director, After-Market, the Manager, Field Service is accountable to handle all after-sale customer care. He/she will be responsible for directing all activities, monitoring team progress, meeting targeted deadlines, and achieving objectives for resolution times, cost mitigation and risk mitigation. He/she will work closely with departmental leaders, technical specialists, and the After-Market team to achieve for results.More precisely, he/she will be responsible to:
- Manage a team
- Manage all projects to resolve service issues related to product performance in the field
- Ensure all service issues are captured and tracked in a FES database
- Determine if service issues are covered by warranty or not
- Escalade important issues to senior management
- Oversee program for third-party approved service shops
Requirements
- Bachelor’s degree in Engineering/Science, Business, or related field
- 5 to 10 years of experience related to service business, specifically after-market field service
- Strong leadership, organizational, planning, communication, and time management skills
- Proven results in managing a team to respond to technical issues in a timely manner
- Experience in coordination of a team to resolve technical customer service issues
- Proven ability to motivate, direct, and manage teams and interact with other business functions
- Capacity to understand the qualifications process
- Excellent communication skills in English, both spoken and written. Functional French is also required (3rd language knowledge is an asset)
