[Hiring] Regional Field Service Manager @A. O. Smith Corporation

Role Description

Regional field service management responsibility which includes but not limited to:

• Alignment with regional sales managers to provide localized service support
• Customer site visits
• Defusing tense situations
• Application evaluations
• Contracted service provider relationships and recruitment
• On the job training for contracted service providers
• Start-up and commissioning of product
• Field conversions
• Quality and engineering liaison regarding product issues
• Manufacturing and product engineering field support
• New product development and reliability projects

This is a fully remote position, but to effectively serve our client base, candidates must reside within either the Northwest or Southwest regions of the United States.

Responsibilities

• Travel 80% to support and maintain assigned region (States include NM, AZ, CA, CO, ID, UT, NV, WY, MT, WA, HI, AK, and OR)
• Aligned with Regional Sales managers to provide localized service support
• Direct investigation of customer complaints regarding quality, tolerances, specifications, and delivered condition of products
• Maintain customer relationships during customer investigations
• Recruit, train and sustain contracted service providers for adequate service coverage in the market
• Work closely with National Service Department to develop and maintain the service provider network
• Access training needs, skill levels and identify training opportunities for service providers
• Maintain relationships with Reps and provide clear guidance on company policies, processes, and procedures
• Negotiate validated labor claims with Reps & non-CSP’s
• Communicate with manufacturing, quality assurance, sales, and engineering to resolve customer complaint issues
• Record, analyze, and inform concerned associates of production quality assurance, and sales departments of status and disposition of customer complaints and claims
• Utilize interpersonal skills to communicate professionally at all levels within the operational customer/supplier environment
• Provide written technical engineering reports of projects that incorporate the complete understanding of an integrated Water Heating System
• Provide technical and service assistance to Company customers via telephone contact
• Perform field service on all Company products as required
• Assist in preparation of Technical Service Bulletins to provide product related information to the field
• Mentor and develop new Field Service Engineers/technicians
• Provide site inspection, start-up and conversion coordinator back up as needed
• Utilize statistical tools and techniques to analyze product and component field failures and warranty data to report recommendations
• Provide VOC data and work with our product engineering department for reliability testing and new product testing
• Participate with reliability engineering to identify test sites, assist in monitoring and reporting test data for the projects
• Actively participate in corrective and preventative action teams across the business
• Serve as a liaison with customers to assure prompt responsive action to any quality issue as necessary
• Develop, sustain, and continuously improve field service engineering processes to assure the quality of service to the customer
• Assist Legal Dept and Risk management on claims and site evaluations

Qualifications

• Bachelor's Degree in related field; will consider those with an associate degree in technical related field and equivalent experience
• 5+ years related work experience
• 5+ years HVAC/Plumbing/Mechanical related experience
• Trade Certification, such as Certified Quality Engineer, EPA608, NATE preferred
• Proficiency with computers and programs, specifically Microsoft Office software, SalesForce, SAP
• Proficient customer service experience
• Demonstrated experience in Electrical or Mechanical aptitudes, and HVAC systems
• Demonstrated experience in Control Systems (PLCs) and Building Integration Systems preferred
• Possess a general understanding of local, state, and national codes/regulations
• Ability to solve practical problems and deal with a variety of concrete variables in situations where only limited standardization exists
• Ability to work independently and as a team to meet deadlines and goals
• Demonstrated comprehension of electrical systems, low voltage, high voltage, single and three phase systems
• Demonstrated comprehension of gas supply systems (Natural/Propane) and regulation
• Demonstrated comprehension of #2 fuel oil and delivery systems
• Demonstrated comprehension of water supply systems, pressure boosting systems, regulation, piping scenarios, etc.
• Demonstrated comprehension of HVAC and refrigeration systems

Benefits

• Competitive base salary
• Comprehensive benefits plans which include medical and dental insurance
• Company-sponsored life insurance
• Retirement security savings plan
• Short- and long-term disability programs
• Tuition assistance