Field Service Manager

Field Service Manager

Skyline Products is a leading manufacturer of innovative electronic signage solutions for the transportation and fuel retailing industries. With over 50 years of proven success and a commitment to engineering excellence, we're looking for driven, collaborative professionals to help us shape the future of intelligent signage. Be part of a team that values quality, innovation, and long-term customer partnerships, all within a company that's built to last.

Skyline Products is currently recruiting for a Field Service Manager who will be responsible for leading our customer service team and overseeing field operations. The successful candidate will be responsible for ensuring customer satisfaction, managing field operations efficiently, and driving continuous improvement in both areas. You will play a critical role in the post-install stage of a product's lifecycle.

Job Responsibilities

• Customer Service Team Management : Lead and oversee customer service representatives and operations to ensure timely and efficient resolution of customer issues and complaints to ensure a high level of customer satisfaction.
• Field Operations Team Management : Lead and oversee field operation teams to ensure timely and efficient product pre-installation testing, installations, repairs, and maintenance.
• Team Management and Development : Provide training and support to field technicians to ensure technical competency, customer service excellence, and ensure compliance with safety standards and regulations. Recruit, train, and develop customer service and field operations teams. Improve, develop, and implement policies, procedures, and standards. Collaborate with sales, marketing, customer project manager, product development and engineering teams to develop and implement operational strategies aimed at improving service efficiency and effectiveness.
• Customer Satisfaction and Relationship Management : Drive and monitor customer issues, feedback and satisfaction levels taking proactive measures to address any issues or concerns in a timely manner. Maintain and manage a field issue database to identify and highlight endemic issues. Build and maintain strong relationships with customers, ensuring their needs are met and exceeded. Serve as a point of escalation for complex customer inquiries or complaints, resolving issues in a timely and satisfactory manner.
• Performance Analysis and Reporting : Set clear objectives and performance targets and monitor team performance and productivity, ensuring adherence to quality standards and service level agreements. Utilizing the results of the analysis and reporting, use data-driven insights to make informed decisions and drive continuous improvement initiatives. Prepare reports for upper management review.
• Other responsibilities as required.

Qualifications and Skills

Compensation : $80k - $95k

Benefits : Health Care Plan (Medical, Dental and Vision), 401k with company match, Life Insurance (Basic, Voluntary and AD&D), Paid Time Off, Short Term and Long Term Disability, Training and Development

Skyline Products is an Equal Opportunity Employer; all decisions are made without regard to race, color, religion, creed, gender, national origin, age, disability, marital or veteran status, sexual orientation, gender identity, or any other legally protected status.