Manager of Field Service Operations
What we do
Check us out: ‘It’s Worth the Squeeze”
Co-founded in 2012 by Jeff Jetton and Tyler Williams, F+BI (Food+Beverage Innovations, LLC) is the creator of the world’s first fully automated gelatin maker. From its headquarters in Portland, OR., 40 employees create value by helping the food and beverage world serve up way.more.fun.™
The role of Manager of Field Service Operations requires an in-depth understanding of the manufacture, operation, and deployment of the Company’s products. This position is the primary resource for the field technician operations and staff developing methods, guidelines and policies to facilitate efficient service delivery. Responsible for actively driving the technical customer support process. Working in conjunction with the engineering team, the production team, and the customer support team, this position is considered the technical support link to the customer. The Manager must be able to identify, or cause to identify, and provide reliable solutions for technical issues to assure complete customer satisfaction through all stages of the product's lifecycle. Will also handle service contracts and direct support services.
This position reports to the VP, Manufacturing Operations
Work in close liaison with mechanical, electrical, firmware and software engineers to resolve customer issues or difficulties in a manner that is consistent with the internal and external customer service and financial objectives. Work closely with fulfillment and operations staff and partners on shipping and receiving function
Maintain expert level of product knowledge
Effectively manage, utilize, and deploy existing field support resources
Assess and evaluate staffing and compliance along with projected needs to maintain responsiveness and quality of services
Demonstrated experience managing a departmental budget
Listen, understand and convey customer issues internally
Create and perform technical/product training for engineers, technicians (employee and 3rd party relationships), and operators (customers) using appropriate mediums for ease of learning whether videos, on-site demonstrations, or written materials. Issue service bulletins and widespread communications, as needed, to sales and customer success staff as well as technical support resources.
Coordinate with internal staff and external contractor relationships to allow support at customer sites to perform diagnostics, start-up, integration, training, and technical troubleshooting and repair services, as needed
Maintain accurate records of customers, systems, opportunities, projects, contacts and correspondence in company approved databases and/or software
Assist in the design and development of new products and tools necessary to facilitate first class support
Maintain professional business relationships with customers and colleagues
Manage KPIs on support related items by monitoring and responding to key metrics.
Identify customer's needs to help future growth and expansion
Identify future staffing requirements for a growing team and supervise technical support staff, including providing home office expertise and support to any staff in the field
Analyze and make recommendations on vendor relationships and/or alternative service delivery models
Provide best practices planning and oversight to the shipping and receiving function including inbound parts and inventory coordination and outbound machine, service parts, and pod deployment. Includes coordination with vendors as well as customers regarding technical support and/or installation appointments
BS in Engineering or related field, or equivalent experience in a similar role
3+ years in a manager role with supervisory experience
Ability to read/explain mechanical concepts and/or product specific detail to customers, customer support, and other needed parties
In the field experience solving technical problems relating to machine, hardware or software issues
Familiarity with creating and maintaining user manuals and training materials
Ability to lift up to 50 lbs.
Ability to travel to customer locations, as needed
Ability to maintain a valid passport and driver’s license
Additional consideration given for CRM experience and PM certification/training
WHY YOU’LL LOVE WORKING HERE
The world’s first fully automated gelatin maker!
Agile, hardworking, and professional work environment with high expectations
Highly motivated team in a beautiful creative environment
Competitive pay and performance incentive plan
Benefit package for full time employees, including: health, vision, dental, 401(k)
Interested? Email your resume to email@example.com. We look forward to hearing from you!