MANAGERIAL RESPONSIBILITIES
As a Regional Manager of Field Service Operations, you will be the technical leader supporting FSEs, sales personnel, and clients in your area. In this role you will build on your technical & managerial skills to take charge of the day to day and participate in the strategy that will shape your team’s success in the future. You are expected to bring innovation to the region, to keep challenging the status quo and setting a new standard for delivering service. This role report directly to National Director of Field Operations. Your responsibilities will include, but are not limited to, the items listed below for all Field Service Engineers in your region (“Regional Personnel”):
Hiring & Management | Responsible for maintaining staffing levels that fall within your region, including:
Working with recruiters and interviewing potential candidates
Collecting and issuing tech supplies, tools, and completing onboarding orientation
Completing timely performance reviews and tracking within the HR platform
Supporting day to day needs of the team in relation to general employment, benefits, and productivity
Acting as an escalation and backfill for emergency call support when required
Training & Mentoring | Responsible for in-region training and mentoring of Regional Personnel, to include:
Preventive Maintenance SOW adherence
Emergency call troubleshooting SOW
On the job, side by side training
Field Service Report management expectations
“Continuing Education” safety training (e.g., OSH-10, NFPA-70E, CPR, etc.)
Ensure that FSEs remain properly outfitted for their job (replacement of wear/tear items)
Ensure PPE is up to QUS standards and is in good repair
Ensure FSE tool calibration is current
Scheduling | Collaborate with the scheduling team to review the schedules of Regional Personnel for:
Proper allocation of Regional Personnel based on job/experience requirements
Day-to-day client activities in the field in order to maximize efficiency (e.g., control utilization, overtime, T&E, minimize cross travel, eliminate double bookings, etc.)
Coordination of OEM or HQ Training Lab training performed outside of region (e.g., Toshiba, Solar Edge, QUS Bethel)
Reporting
Ensure all FSRs and other paperwork are completed accurately and timely (within 48 hours of site work conclusion)
Review and approve all expense reports
Support inventory tracking for parts located in local depot (if applicable)
Regional Technician test equipment, hand tools and insulated tools (Annually)
FIELD RESPONSIBILITIES
As a working Regional Manager of Field Service Operations, your field responsibilities will include, but are not limited to, the items listed below when staffing levels or workload require:
Preventive Maintenance visits, as needed, maintaining about a 60% field time utilization
First time PM visits to ensure proper contract or site kickoffs
High-level troubleshooting to support Regional Personnel when necessary
Complex or ‘high-visibility’ commissioning or testing
Occasional travel to support strategic accounts, nationally
Performance of site-visits for:
Spot-checks on Regional Personnel
Pre-site surveys and site walks to support sales team.
Courtesy-calls / public relations
Construction meetings
Customer issue resolution
Other active liaison between projects or sites and company, to actively exchange needed information and data
Onsite customer training and orientation of their equipment
Actively perform Salesforce.com maintenance for accuracy of:
Equipment lists
Site POCs
Manage/Coordinate the local warehouse (if applicable)
Organization and inventory of materials stored there
Receive incoming deliveries
Process outgoing shipments
Maintain active forklift operators permit
Manage access rights
All other duties as assigned
QUALIFICATIONS/EXPERIENCE
5 years’ Experience managing regional maintenance teams focused on mission critical systems
5 years’ field technician experience in UPS, batteries, DC plant or in a similar field
Salesforce experience desired
Written and verbal communication skills suitable for internal and external points of contact.
Able to work independently and problem solve with minimal assistance
Able to measure and report on project progress
Positive attitude and willing to assist as needed
Ability to self-study and learn new procedures and technologies
Base Salary $100K-$120K + Bonus. Must have critical power experience and be willing to work in the field. Open to candidates from Wisconsin/Indiana/Michigan/Ohio that are available to commute to Chicago three times a week.
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