We are seeking a Regional Field Service Manager to oversee and elevate the performance of our Field Service Technicians while fostering strong customer relationships in the assigned region. In this role, you will lead your team to meet the dynamic needs of the market, ensuring top-quality machine installations, service interventions, and technical support. Your ability to manage cross-functional collaboration, drive team development, and contribute to business growth will be key to your success.
This is a unique opportunity to combine strategic leadership, technical expertise, and customer-focused solutions to make a meaningful impact on both your team and the customers we serve. If you're ready to take your career to the next level and excel in a collaborative, results-oriented environment, we want to hear from you!
Key Responsibilities:
Lead and manage Field Service Technicians' performances to provide the best customer service experience
Maintain and improve customer relationship and field service technician performances in assigned region
Grow technical capacity and capability to face market needs in the region and manage cross training
Manage machine installations and service interventions in the region ensuring efficiency and quality work from team members
Support Business Development (Billable field jobs, PM program, and so on)
Responsible for training, coaching, and counselling of direct team in assigned regions; communicating job expectations; planning and evaluating performance.
Manage and secure the complete installation process - sharing the plan with the appropriate internal departments and supporting technicians onsite
Manage the Onsite Interventions - escalate critical cases to appropriate internal departments and supporting technicians onsite
Cooperate with Services Organization Management and HR on the recruiting process
Collaborate with other Regional Field Services Managers, Regional Sales Managers and other Biesse America departments to ensure the highest quality service for our customers.
Collaborate with HQ on joint installations and service calls
Escalate customer job disputes and billability issues to US Field Services Manager & Regional Sales Manager.
Analyze the technical market needs, training development paths, market technician numbers in assigned region
Cooperate with the Services Management team on budget evaluations and proposals. Monitor and propose corrective actions to meet targets.
Implement action plans determined by the Services Organization leadership team
Implement and communicate corporate policies and procedures in conjunction with Headquarters, Senior Management and HR.
Manage Field Service Technicians daily activities and administrative functions such as time off requests, validating timesheets, etc
Minimum Requirements:
Minimum of 3-5 years of interventional service and installation experience on capital equipment such as CNC machines
3+ years of experience in a team lead or managerial role
Excellent Customer service skills
Proven effective interdepartmental communication
Ability to work independently and self-motivate.
Ability to conduct team building and continuous training.
Good planning and organization skills
High level problem solving and decision making ability