Field Service District Manager
CSA Service Solutions, based in Austin, Texas, is a fast-growing national technical services company providing maintenance, repair and installation services to OEMs in the Healthcare, Laboratory, Self-Service Kiosk, and Critical Power sectors. CSA’s customer-centric model enables the Company to customize and deliver the highest quality solutions to its blue-chip and emerging client base. CSA’s portfolio of services includes:
- On-site technical field support, including maintenance & repair
- FDA field change orders (“recalls”)
- Bench repair and remanufacturing
- Call center
- Contract manufacturing and logistics
- FDA compliance and validation
- Project management
- Training and education
GENERAL DISCUSSION OF RESPONSIBILITIES, MISSION AND STRATEGY
We are looking for a District Manager who is passionate about our core mission – to customize and deliver the best and highest quality solutions to our customers. The District Manager will support the company's mission, vision, and values by exhibiting the following traits: Trust, Respect, Accountability, Innovation, Teamwork and Servant Spirit. The Field Service District Manager is responsible for assisting the Field Service Director with maintaining various administrative, technical, and training tasks. The position will also be responsible for managing a defined group of Field Service Engineers within a region, which will involve overseeing day-to-day activities of the department and assigning project work to Field Service Engineers.
To be successful at this position CSA is looking for a candidate that can perform the functions of the field engineers they manage as well as perform Managery responsibilities. Territory includes the entire New England region.
Field Service District Manager Responsibilities:
Oversees and provides on-site preventative maintenance, minor repairs, performance verifications, calibrations, and software/hardware upgrades on CSA supported equipment.
Successfully executes goals set by management team, including optimal field efficiency and utilization. Establishes and maintains close communication with assigned customers to ensure maximum operational visibility.
Responsible for customer satisfaction pertaining to services provided.
Responsible for following quality practices specified by CSA and product vendors.
Oversees and manages assigned work orders and document all facets of the work product in CSA’s Computerized Maintenance Management System (CMMS).
Provides accurate and timely reporting of service status and escalations pertaining to services.
Maintains a professional appearance at all times with regard to dress code and personal appearance.
Controls and maintains all CSA assets, including tools, parts, and test equipment needed to preform work tasks.
Promotes teamwork and cooperation between CSA associates and partner staff.
Works regularly with the appropriate dispatcher for work assignments.
Maintains a safe work environment, follows safety instructions/training, and utilizes appropriate safety equipment.
Follows client quality requirements pertaining to services provided. Supports and applies appropriate quality system processes.
Sets priorities and assigns responsibilities for direct reports.
Directly supervises all employees in assigned region and carries out Managery responsibilities in accordance with the organization’s policies and applicable laws.
Assign and monitor work of temporary staff to help with projects. Performs assigned associates’ annual performance evaluations.
Responsible for addressing and resolving complaints from associates and customers, as well as rewarding and disciplining associates.
Maintain staff by recruiting, interviewing, hiring, orienting or assisting with new employee orientation, training, recognizing and retaining employees, maintaining a safe and secure work environment, and developing personal growth opportunities.
Achieves staff results by communicating job expectations; planning, monitoring, and evaluating job results; coaching and counseling employees; initiating, coordinating, and enforcing systems, policies, and procedures to ensure customer satisfaction.
Maintains communication with engineers, management and customers to ensure quality of service.
Ensures the engineers have the proper training, tools, and skills necessary to successfully perform their duties.
Designs and implements solutions to meet customers’ goals.
Assures scheduling and calendar accuracy to promote team productivity.
Tracks productivity (minimal non-productive time – NPT), progress, and metrics.
Forecasts and reviews financial data.
Reports daily activity and payroll submissions.
Provides technical assistance as needed.
Mentors, onboards and trains of assigned associates.
Works closely and directly with Field Service Directors, Customer Engagement Managers, Group VPs, Quality, Human Resources, and Training Departments.
May work directly with divisional clients to assist between the division, engineer and client.
DISCUSSION OF QUALIFICATIONS
CSA is seeking a team-oriented individual with a consistent record of accomplishments.
Associate degree in related area, or equivalent work experience in management and/or Technical Field.
Minimum of 4+ years of leadership experience in a Service oriented field.
Experience managing remote direct reports strongly preferred.
Minimum of 5+ years of experience working in a Field Support related position.
Demonstrated experience in leading and successfully controlling financials.
30% travel (local and regional) and 70% time spent on managerial duties will be required, these travel amounts can change do to the need of the business.
Must have basic knowledge using Outlook, Word, Excel, PowerPoint, and Adobe.
Salesforce/ServiceMax knowledge/experience preferred.
The work environment and physical demands of the position require the following: ability to travel, as needed,
must be able to sit, stand, and bend for long periods of time exceeding 4 hours, ability to lift, push, pull, drag and carry up to 50 lbs. with or without assistance and capable and willing to work evening and weekend hours.
DISCUSSION OF PERSONAL CHARACTERISTICS AND “FIT”
The Field Service District Manager will be an integral member of the team but also must be willing and able to roll up his/her sleeves and take a direct hand in developing, managing and motivating a team. The candidate must be energetic, driven and have a professional demeanor. The highest integrity is a must. The right candidate must be committed to compliance and comfortable working in a highly regulated environment. CSA is looking for someone with excellent customer service and planning skills. Must be highly organized and flexible to schedule changes. The ideal candidate will have the ability to solve problems and possess strong written and oral communication skills.