About the Role
We are seeking an experienced and results-driven Field Service Staff Manager to join our team at Northeast Energy Systems ("NES") and Western Energy Systems ("WES"), a division of INNIO. As a Field Service Staff Manager, you will be responsible for leading a team of Field Service Technicians and Work Preparators in the territory of NY, NJ, and MA, ensuring exceptional customer satisfaction, quality of work, and profitability. If you have a passion for the electrical and mechanical field, excellent leadership skills, and a customer-centric approach, we encourage you to apply for this exciting opportunity.
About the Company
NES and WES have been a leading provider of fully integrated Combined Heat and Power ("CHP") and Distributed Generation ("DG") power solutions for over 50 years. Our product brands, Jenbacher and Waukesha, offer world-class electrical-thermal efficiencies with industry-leading emissions. We pride ourselves on our great customer service, innovative solution development, and ability to adapt to changing markets. Our team is comprised of results-focused professionals with the skills to achieve project goals across multiple industries.
Key Responsibilities
- Direct management of the Field Service Technicians and Work Preparators within the dedicated service region NY/NJ and MA, focusing on quality of work, profitability, target agreements, employee development, EHS, and customer satisfaction.
- Responsibility for classification according to the qualifications of the service technicians in the service region.
- Responsibility for the quality of work execution of Customer Contractual obligations, repairs, overhauls, and warranty procedures across all product lines in the service region, in close cooperation with the WP.
- Collaboration in the strategic planning of the service region.
- Ensuring compliance with the work safety guidelines of all subordinate employees and contractors or external companies employed in the service region.
- Supporting the Service Sales Manager by developing and introducing standardized processes.
- Collecting and forwarding feedback from service technicians and customers to Service Center Managers and Service Area Managers to improve the reputation on the market.
- Working closely with the Service Area Managers to ensure that customer requirements are met by providing a high-quality, timely service (e.g., on-site spare parts delivery, new business opportunities).
- Cost optimization of service calls and fulfillment of service contract requirements.
- Escalation of complex technical issues to the Technical Services Group.
- Implementation of and compliance with all safety-relevant requirements (EHS, EHS audits, escalation of EHS relevant topics to responsible parties).
- Increasing customer satisfaction by ensuring fast response times and provision of the necessary service know-how.
- Reviewing Technician time cards and hours billed.
- Ensuring on-time job closing in working with operations staff.
Qualification Requirements
To be successful in this role, you will need to possess the following qualifications:
- Several years of experience in the electrical and/or mechanical field (preferably in plant engineering/energy sector) and in service (preferably).
- Completed technical or electrical/electronic vocational training.
- Excellent written and spoken communication skills in English.
- High degree of flexibility and resilience.
- Ability to motivate employees internally.
- Ability to analyze and optimize processes and procedures.
- High degree of customer orientation, problem-solving, and negotiating competences.
- Confident handling of Oracle and Microsoft applications.
- Willingness to travel.
Desired Qualifications
We are looking for candidates with the following desired qualifications:
- Knowledge of gas engine series of the Jenbacher products.
What We Offer
As a Field Service Staff Manager at NES and WES, you will enjoy a competitive salary, a dynamic work environment, and opportunities for career growth and development. Our company culture values innovation, customer satisfaction, and teamwork, and we offer a range of benefits, including:
- A competitive salary and benefits package.
- A dynamic and supportive work environment.
- Opportunities for career growth and development.
- A comprehensive training program to enhance your skills and knowledge.
- A collaborative and customer-centric team culture.
- Access to the latest technology and tools to support your work.
- A flexible and remote work arrangement.
How to Apply
If you are a motivated and results-driven professional with a passion for the electrical and mechanical field, excellent leadership skills, and a customer-centric approach, we encourage you to apply for this exciting opportunity. Please submit your application, including your resume and a cover letter, to [insert contact information]. We look forward to hearing from you!
We Want to Hear From You!
Don't hesitate to apply today and let's build the future together. We are excited to receive your application and look forward to discussing this opportunity with you further.
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