Field Service Supervisor - North America/Latin America

Alexandria, MN
Join our team!
Aug 27, 2020
Job Type
Full Time
The Field Service Supervisor will create, scale, and oversee the execution of field service support and customer care for LGC service staff within North America and Latin America. This position will directly supervise assigned remote, regional, and headquarter based Field Service Engineers, ensuring they are cared for, organized, directed, trained, and appropriately managed to accommodate the balance of both home and work life. Operational attributes of this role include; trip scheduling and preparation, training program execution for internal personnel and external customers, management and execution of customer support functions and metrics, documentation, management of installations/preventative maintenance, and helping to define the customer experience post deployment.

Responsible for providing quality and efficient customer service to clients through the daily management of hiring, motivating, coaching, training, and problem solving. Additionally, recommends staffing, training, scheduling, career pathing of employees, instrument upgrade opportunities, and customer events. Assists in the management of service programs and delivery to ensure service expectations and client satisfaction objectives are satisfied.

This position will collaborate closely with the Field Services Manager, Global Technical Support Manger, Production Manager, Engineering Managers, and Field Service Advisors to balance resources that meet the needs of the customer.

Essential Functions:

Personnel Management: Recruits, trains, and supervises assigned remote, regional, and headquartered Field Service Engineers to provide the highest standard of after-market customer care on both a regional and global scale. Works interdepartmentally to share resources to meet the needs of the business throughout Engineering, Production, Science, and Test Group.

Ensures the care, oversight, and necessary support of personnel is the number one priority. Monitors, coaches, and communicates regularly with team members to ensure expectation alignment, refinement of skills, task completion, encouragement, and assignments are appropriately conveyed. Recommends and positions team members for promotion when earned and proactively engages critical conversations for improvement when warranted.

Supports a 'full package' approach (progression by role) for all positions regarding career path and job description development. Partner with their direct Field Service leadership and Human Resources to establish standards and expectations surrounding leadership development and authoring of annual performance evaluations.

Provides all aspects of administrative oversight and care in support of timecards, project labor hours, and accurate financials.

Service Management and Delivery: Responsible to take full ownership over the execution of after-market care and support conducted on LGC instrumentation within the NALA region or other assigned global customers. Monitors the effectiveness of service programs and recommends adjustments.

Oversees and coordinates resource scheduling for planned and unplanned travel and in support of internal and external project needs. Directs personnel, resources and systems to deliver industry leading installation, training, preventive maintenance, and incident service care and follow-up.

Will partner with internal management peer group to support and leverage skills, training, creativity, and systems to allow service to permeate through everything we do. Support other departments in the generation of documentation, service bulletins, and customer events.

Oversees efforts regarding instrument upgrade opportunities, field retrofits, and/or recalls. Determines customer care requirements by maintaining regular contact with customers, visiting operational environments, benchmarking best practices, analyzing information and all customer service related requests. Serves as a liaison between the client experience and product management for product issues and improvements. Achieves high levels of client satisfaction.

Training: Aligns with site Training Department to administer training for external customers. Assist and proactively support the development of internal trainers and training programs; ensures that there are two internal collaborative programs operating at all times: new employee training and recurrent training.

Assists to develop, conduct, and oversee training needs assessments, instructional design, and post training evaluation processes for both external customers and internal employees.

Continuous Improvement and Quality Management: Develops and implements effective workflow, processes, and inter-departmental coordination to meet service expectations. Continuously seeks and supports new approaches, and practices to improve the efficiency of field service support, technical literature and training services offered, and ability to care for our customers.

Applies a complete Quality System discipline across the operations that yield reliability and client satisfaction. Incorporates documentation and specifications as appropriate and considers and implements ISO standards as market requirements dictate.

Education: Minimum 2 year AA degree

Experience and/or training: 1+ years of supervisory or project management experience

Preferred: Education: Bachelor's Degree; Experience and/or training: 4+ years of supervisory or project management experience

Technology/Equipment Skills: Knowledge of SalesForce and/or IFS

For more information about LGC, please visit our website or click on the ''apply'' button