Regional Field Service Manager

• Serve as the primary technical contact for customers and company distributor service personnel, ensuring high levels of customer satisfaction regarding product installation, service, and training
• Respond to inquiries from customers, distributors, and internal company staff, providing expert guidance on product service issues and corrective actions
• Act as a liaison between the service and sales teams, training sales personnel on product capabilities, equipment sizing and layout considerations, and informing them of issues related to product installation and operating requirements
• Collaborate with sales engineering to identify and engage third-party suppliers for powerhouse equipment, establishing warranty and support requirements to ensure customer satisfaction
• Manage company field technicians, ensuring productivity, safety, and adherence to quality standards during field work.
• Provide technical support for installation, repair, and troubleshooting of OEM equipment, including:
• New Equipment Installation: Lead all aspects of project coordination, including pre-planning, on-site management, and coordination of resource allocation, and deliver operational training and coordinate post-sale support services
• Post-Sale Support: Perform on-site diagnostics and troubleshooting for all aspects of company equipment and systems, conduct equipment rework or field upgrades as needed, and test, repair, and rebuild company products as needed
• Communication & Procedures: Maintain field procedures that clearly define aspects of technical support and billable services, and assist in the creation of service communications, training materials and parts bulletins to customer
• Provide management with detailed reports and recommendations on existing product improvements, technical manuals, and equipment service/reliability concerns.
• Work closely with OEM technical product engineers to identify and resolve product and component issues affecting machine performance for all company product lines
• Coordinate communications through company tracking tool and issue to OEM on field service module or web interface
• Collaborate with company and OEM product management teams on new product development
• Participate in the review product proposals and product requirement specifications
• Assess and report to company management and service team on the technical capabilities of individual distributors, including customer feedback on service quality
• Manage and maintain the company product showroom to ensure full operational readiness for product sales and service demonstrations and training
• Develop and implement reporting systems to track and ensure timely follow-up and communication pertaining to field-related product performance and activities
• Coordinate and deliver in-house and field-based technical training programs
• Ensure compliance with company travel and budget policies
• Maintain strict confidentiality and discretion in handling all company matters
• Perform other related duties and projects, as assigned
• Compliance with all company policies and standards

• Associate's or Bachelor's degree in electromechanical, certified electrician status, or other applicable area of education
• 5-10+ years of experience in technical service of industrial laundry equipment or like equivalent
  
• Solid electrical, mechanical, hydraulic, and pneumatic technological aptitude
• Ability to grasp complex issues and analyze in a goal-oriented manner
• Extensive electrical and mechanical aptitude
• Ability to troubleshoot and repair hydraulic and pneumatic circuits
• Excellent interpersonal, verbal/written communication, and customer service skills
• Ability to lead, manage, and motivate team members and direct reports
• Ability to work effectively under pressure in a fast-paced, rapidly changing work environment
• Ability to work effectively both independently and as a part of a team and collaborate with colleagues at all levels
• Bilingual (English/Spanish)

Nice-To-Have Skills, Experience, & Education:

• Experience with Programmable Logic Controller (PLC) and AutoCAD preferred