Field Service Manager - Emergency
Core
Lead the Field Service team to manage nationwide field service activities, including emergency intervention, scheduled visits, and preventative maintenance, ensuring superior customer service and retention.
Role type
Senior Field Service Manager
Builds
Field service operations and customer support for Robotics Connected Care
Domain
Industrial Robotics / Field Service
Required skills
Field service operations management, team leadership, KPI tracking and analysis, financial reporting, operational reporting, customer retention strategies, continuous improvement, technical support experience
Preferred skills
SAP, Concur, Workday, Robotics applications
Technologies
SAP, Concur, Workday, Robotics applications
Responsibilities
Lead nationwide field service support for all customer requests including emergency intervention, scheduled visits, and preventative maintenance; Ensure customer retention by delivering superior customer service experience; Steer performance of field service activities by following up on Key Performance Indicators (KPIs) and driving corrective actions; Guide a continuous improvement culture and implement improvements to achieve service excellence; Handle Financial Reporting (Orders, Revenue, EBITA) and Operational Reporting (Time to respond, Time to quote, Time to get FSE onsite, first-time fix rate, Time to invoice); Track NPS Score for Internal/SLVP visits and take ownership of escalations.
Seniority
Senior, hands-on IC
