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Field Service Manager

Job Details

KANSAS CITY, KS

Description

The Field Service Manager serves as the liaison between the customers and technicians. This position provides support and guidance to technicians, assisting with troubleshooting and diagnostics, accurately quoting equipment repairs and monitoring technician time to ensure profitability.  
 
About Us
RoadBuilders is the premier Komatsu and Takeuchi dealer in the Midwest. We are a second-generation family-owned company that strives for service excellence, unmatched customer service, and second to none employee satisfaction. With six locations covering four states, we offer a wide range of machinery to our customers and exciting opportunities to work, grow and succeed. Come join our dedicated team and be a part of a growing company!
 
Compensation and Benefits
  • Competitive pay  
  • Health, dental and vision insurance 
  • Company paid short term disability   
  • Company paid basic life insurance 
  • Supplemental term life insurance and long term disability 
  • 401k with company match 
  • Paid time off 
  • 8 paid holidays 
  • Company cell phone provided
  • Safety glasses and boot reimbursement  
Essential Duties and Responsibilities
  • Act as primary contact for customers in all matters pertaining to field service such as technical issues, diagnosing equipment failures, invoices, repair inquiries, escalated customer issues, etc.
  • Initiate contact with customers regarding current and future service needs by reviewing service history, warranty records, product improvements, and support programs
  • Maintain an effective work order control system for scheduling and accounting of all work performed in the field.  This includes:
    • Accurately calculate repair estimates 
    • Schedule service appointments and opening work orders
    • Review work orders for conditions or repairs that could be covered under a warranty
    • Ensure all warranty claims are filed per respective OEM requirements, including submission within stated timeframe
    • Monitor repairs hours logged for each repair to ensure the hours are aligned with the estimate and work being performed
    • Close work orders in a timely manner; making certain they contain all relevant information and pictures needed for warranty claims
  • Communicate with the Service Manager and provide updates on current job status and department needs
  • Ensure quality repairs are provided by technicians
  • Enforce all safety policies and procedures
  • Manage employees within the department including but not limited to hiring, training, developing employees, delegating work assignments, writing and conducting performance appraisals, coaching, and counseling employees, and administering disciplinary procedures
  • Assist in diagnosing and troubleshooting to determine cause of failure and proper repairs
  • Perform other duties as assigned

Qualifications

Required Skills and/or Qualifications 
  • Technical aptitude in relation to the industry
  • Excellent written and verbal communication skills
  • Basic computer skills
  • Must be able to handle a wide work variety and work in a fast-paced environment that may be stressful at times
  • Ability to organize and prioritize work
  • Strong customer service skills
  • Excellent attention to detail
  • Strong analytical and problem-solving skills
  • Strong supervisory and leadership skills
  • Must be able to read, write and communicate in English
  • Must hold a valid driver’s license with a clean driving record
  • Must pass a background check and drug screen
Working Conditions
  • Prolonged periods of sitting at a desk and working on a computer
  • Shop environment with exposure to heat, cold, dust, dirt, and noise
Education and Experience
  • High school diploma or GED
  • 5+ years of experience in a heavy equipment service department, preferred
  • 5+ years of relevant experience with heavy equipment, construction, or other mechanical industries
  • 2 or more years of experience as team lead or supervisor
  • Previous dealership experience is a plus
This job description is intended to convey information essential to understanding the scope of the job and general nature and level of work performed by job holders within this job. This job description is not intended to be an exhaustive list of qualifications, skills, duties, and responsibilities or working conditions associated with the job. This job description is not an employment contract. RoadBuilders reserves the right to modify job duties and/or job descriptions at any time to meet the needs of the business.
 
All qualified applicants will receive consideration for employment without regard to their race, religion, ancestry, national origin, sex, sexual orientation, age, disability, marital status, domestic partner status, or medical condition.

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