Regional Field Service Manager

Job overview

The Regional Field Service Manager is a remote role for candidates residing in the Northwest or Southwest regions of the United States. Compensation is not specified for this position, which supports the national service department at A.O. Smith. This role exists to provide localized service support, manage contracted service provider relationships, and ensure product reliability. The manager will act as a liaison between the field, manufacturing, and engineering departments to resolve customer issues and drive new product development.

What you'll do

• Travel 80% to support and maintain assigned region.
• 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.

What we're looking for

Skills & competencies

full-time

day shift

remote

a.o. smith

field service

management

hvac

plumbing

mechanical

travel required

no on-call

weekend work required

Work arrangement

• Weekend coverage required

Benefits & perks

• Medical and dental insurance, company-sponsored life insurance, retirement security savings plan, short- and long-term disability programs, tuition assistance.

Why this role

Requires 5+ years of HVAC/Plumbing/Mechanical experience and 80% travel.

About the employer

A.O. Smith is hiring for this role. Industry: Commercial and Industrial Machinery and Equipment (except Automotive and Electronic) Repair and Maintenance. Sector: 81.