Field Service Manager III

PRIMARY FUNCTION:

This position is responsible for managing the field service operation.

This position assists the Service Operations Manager in managing all department maintenance contracts and serves as the main point of contact for executing daily contract requirements.

In addition, this position is responsible for managing the warranty claims program for the department, to include reviewing/finalizing service repair work orders, filing claims, and processing settlements.

This position assists the Service Operations Manager in creating and enforcing department policies/procedures, establishing and executing long-term business initiatives/strategies, and advising on potential problems that might negatively impact shop and field service production efforts or jeopardize customer relations.

This position has the authority to act on behalf of the Service Operations Manager in making daily business decisions pertaining to shop and field service operations.

ESSENTIAL DUTIES:


* Manages the daily production effort for the field service operations with Technicians, Service Advisors and Managers.

This position assist in communications of repair activities and progress to the customer.

Coordinates with customer to obtain approval for repairs, advises the customer of any significant changes in the repair process or delays in scheduled commitments, and communicates repair authorizations back to the technician or Service Advisor.

Ensures initial and follow-up repair authorizations are approved and fully documented prior to beginning repair activity.


* Daily supervision of EPG field service technicians, ensuring that productivity levels remain above 85%.

Ensures all warranty repairs are performed in accordance with applicable warranty repair guidelines and that revenue repairs are performed in accordance with applicable department policies/procedures.


* Completes initial review of service repair work orders and finalizes service support documentation for final invoicing.


* Ensures field service technicians are briefed on the latest technical support information to include service letters, technical bulletins, and product/warranty updates and KPI metrics.


* Provides technical repair diagnosis on problem solving for on-site technicians.


* Reviews and approves or assist in technician labor for posting to service work orders.


* Uses business management system (GPAX) to open and close service calls for repairs.

When applicable, uses Service Scheduler to assist in managing field service operation.


* Assists the Service Operations Manager in managing current maintenance contracts and executing daily contract obligations.

Coordinates with contract administrators to ensure that requirements outlined in the contract are fulfilled and managed accordingly.

Conducts on-site visits to ensure compliance with contractual agreement as needed.


* Manages the warranty claims program for the department.

Reviews/finalizes service r...