Job Description

　　The Manager of Field Service is responsible for leading a team of qualified mechanical and electrical field technicians within ITS Customer Support Services (CSS) Department. This role is essential in establishing and maintaining the ITS reputation for product quality, while consistently expanding our presence in markets worldwide. You will work with the CSS Sales Manager to develop avenues to increase sales and establish new customer base. Responsibilities include:

　　 Coordinate and schedule a team of 3-7 or more experienced field service technicians to perform some or all of the following duties:

　　o ITS new product or system installation and commissioning/startup

　　o Troubleshoot new and existing installed systems

　　o Provide warranty and non-warranty emergency repairs

　　o Perform upgrades and retrofits of existing equipment

　　o Conduct customer-funded audits of installed systems with a focus on reliability, safety and long-term supportability

　　o Operator training and retraining

　　o Identify opportunities for additional aftermarket upgrades, parts, service, rebuilds, etc. when evaluating or auditing installed systems

　　 Be the primary management face of ITS and the CSS department for the above services, ensuring the customer leadership is informed of the process, progress, and results.

　　 Manage the budgets and schedules for the above services to provide ITS its earned profitability while meeting the expectations of the customer engagement.

　　 Be responsible for the quality, accuracy, clarity, and completeness of the technicians reporting upon completion of activities.

　　 Facilitate feedback from the teams field observations and lessons learned to the ITS organization for continuous improvement in engineering and manufacturing.

　　 Maintain a positive, healthy, and engaging organizational culture within the Field Service team with a focus on safety, employee satisfaction and engagement.

　　 Ensure the professional, positive behavior of the team when they are engaged with the customers and other ITS employees

　　 Recruiting, hiring, periodic performance evaluations and corrective action/termination as needed to maintain a high level of overall team performance.

　　Skills and Requirements

　　2+ years of leading a team of 3+ technical employees

　　 Exposure to and an understanding of mission critical (or highly-regulated) industrial equipment

　　 Project management - specifically prior responsibility for budgets, schedules, and quality

　　 Strong customer relationship skills

　　 Comfortable driving ongoing sales opportunities as a result of service and audit engagements

　　 Leadership skills:

　　o Balance multiple and changing priorities

　　o Motivate and support a team to maximize their performance

　　o Maintain a positive, fair, and agile culture and enforcing ITS ethics requirements

　　o High and unwavering integrity Familiarity with PLC control and programming

　　 Experience working as an electrician and/or mechanical installer and/or service provider

　　 A working understanding of thermodynamics

　　 Experience with a Customer Relationship Management (CRM) system to manage client information, history, and service tickets null

　　We are a company committed to creating diverse and inclusive environments where people can bring their full, authentic selves to work every day. We are an equal employment opportunity/affirmative action employer that believes everyone matters. Qualified candidates will receive consideration for employment without regard to race, color, ethnicity, religion,sex (including pregnancy), sexual orientation, gender identity and expression, marital status, national origin, ancestry, genetic factors, age, disability, protected veteran status, military oruniformed service member status, or any other status or characteristic protected by applicable laws, regulations, andordinances. If you need assistance and/or a reasonable accommodation due to a disability during the application or the recruiting process, please send a request to HR@insightglobal.com.