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Field Service Manager in Ann Arbor, MI at GTA

Date Posted: 11/5/2018

Job Snapshot

Job Description

Title: Field Service Manager
Job ID: 18-00516

Location: Saline, MI
Base Compensation: Open and Highly Competitive
Travel: (50% (40% domestic/local, 10% international)
Additional Benefits: Company paid health, dental, and vision plans, excellent 401(k) matching program, and more!
Type of hire: Direct

Position Summary:

Our client is a US subsidiary of a privately held global manufacturer of robotic automation. They have a growing presence in 20 countries worldwide, supplying automation components. Industries include (but not limited to) automotive, aerospace, construction and heavy industrial.

The Field Service Manager is responsible will lead the Customer Service team activities for North America (U.S. and Canada). This will include, enhancing the team's skills to meet the goals of the Customer Service organization resulting in increased level of business and profitability for the Customer Service business unit.

Position Responsibilities:
  • Define the strategy and objectives of the Customer Service team; ensuring alignment with the overall company and global targets established.
  • Manage the quoting, sales, execution, and personnel planning of the Customer Service organization.
  • Participation in the definition of the USA and Canada Customer Service Strategy and its short and long-term planning.
  • Lead decision-making on Customer Service issues.
  • Ensuring a customer-oriented and efficient Customer Service process organization.
  • Ensuring uniform price structures and quoting pricing in line with the market.
  • Ensuring adequate delivery times for all products and services for the USA and Canada territory.
  • Ensuring technical and professional competence in the Customer Service area.
  • Assurance of 1st level support for the USA and Canada service area.
  • Handle incoming calls from Customers, evaluate situation, deliver and/or plan support required.
  • Manage incoming service reports and customer satisfaction.
  • Review and approve time sheets and employee expense reports
  • Ensure project expenses are accurate and applied correctly to projects, along with requesting project invoicing upon job completion and cost postings.
  • Develop, report, and present measurable Customer Service metrics as needed.

Position Requirements:
  • 8-10 years of related manufacturing automation, or equivalent combination of education, experience, and/or certification.
  • Knowledge of Press Automation, Modules, Mechanics/Electrical, Controls, Robotic companies, Engineering/Design/Programming, and Machining/Installation/Commissioning
  • Bachelor's degree (B.A.) from four-year college or university in Engineering, Technology, or Mechatronics, or equivalent professional management or military training.
  • Hands-on experience as a Field Service Technician/Engineer (Mechanical and Electrical) in the Industrial Automation industry
  • Ability to lead and develop and mentor a team that includes: Inside Sales, PM (Jr level) and Installation and Service Technicians.
  • Good understanding of Salesforce for service and utilize this as the KPI tool to monitor the business.
  • Proven ability to develop a plan to ensure the C.S. team meets budget requirements (not overall P&L responsibilities)

Please acknowledge that you understand that your answers to the following questionnaire will be part of your submittal to our client, and that you will answer each question as thoroughly and professionally as possible.
  1. Do you possess hands-on experience as a Field Service Technician/Engineer (Mechanical and Electrical) in the Industrial Automation industry? If so, please provide a few details of your experience that would be beneficial to this role.
  2. What is the highest level of education you have completed? Which field of study is this degree in and from which university did you graduate?
  3. Are you currently working? If not, when was your last day of employment?
  4. Can you please list why you left or why you are looking to leave your most recent employer?
  5. What is your 'acceptable” and 'ideal base” compensation for this position? We would like to make sure we don't price you out of consideration, but you know what the numbers are that you need (Please Do Not put negotiable)
  6. When would you be available to interview and start this position, if selected?
  7. If you currently do not live near the job location and the commute is too far for you, are you willing and able to relocate at your own expense?
  8. Do you require a visa sponsorship? If you currently have sponsorship, other than a TN visa, please state the type of sponsorship and when it will expire. Please give month and year. If you are able to receive extensions to the sponsorship, please note how many additional years.

Please note that if you are a current GTA employee or have been placed by GTA at one of our clients, we will not be able to entertain moving you. However, we are hopeful that you may know someone else who is qualified and as such you would still be eligible for our generous referral bonus program detailed below.

If you are able to refer a person we do hire, we can offer up to $250 for contractors after they are on the job for 90 days and up to $500 for direct hires after they are on the job between 90 days to 180 days, depending on customer payment terms