Regional Service Manager - EMA Territory

Regional Service Manager – EMA Territory

Department: Global Services

Employment Type: Full Time

Location: Germany

Description

FS-Elliott is looking for a Regional Field Service Manager, based in and responsible for the EMA territory (Europe, Middle East, Africa). This position manages a regional Service Department team of Technical Advisors, Service Engineers, Controls Service Engineers, and Service Technicians supporting the installation and maintenance of our centrifugal compressors.

Key Responsibilities

• Develop a clear business plan for the allocated territory to drive maximum growth, profitability, and customer satisfaction.
• Manage a team of engineers and technicians to provide support to our Channel Partners and external Customers including timely disposition of technical issues. Creating and assigning tasks as directed/needed while ensuring assignments are completed with a high level of quality.
• Continuously monitor service quality, and technical training and ability followed by recommendations for improvement and implementation of plans.
• Advocate for company/departmental initiatives.
• Timely and effective resolution of customer/machine problems. Ensure proper response to customer concerns and provides resolution of issues and/or complaints. Taking lead role in critical customer issues and follows through to completion.
• Support the business by identifying customer needs and life cycle management requirements.
• Responsible for managing regional field service quoting, sales, collection assistance, and support of FS-Elliott Service Administration.
• Manage internal documentation and reporting requirements to evaluate, communicate, and respond to service team performance.
• Assist in the management of warranty claims.

Skills, Knowledge and Experience

• Education and Experience: BS degree in engineering from an accredited college or university; 5-10 years of related centrifugal compressors or other rotating equipment experience.
• Management Skills: Candidate shall have demonstrated management and/or team leadership skills.
• Ability to read and interpret documents such as industry reports and technical journals.
• Ability to write technical reports and correspondence including customer reports. Ability to effectively present information in one-on-one, small group, and large group situations to customers, clients, and other employees of the organization.
• Ability to make judgment decisions based on specifications or technical requirements.
• Demonstrated customer service skills, including building and management of relationships that foster Customer Satisfaction.
• Proficiency with Microsoft Office 365 (including Excel), ERP experience preferred.

#J-18808-Ljbffr