Field Service Manager
Open PositionLocation: Shreveport LA, Houston TX, Greer SC, Alpharetta GA
Reports To: Sr. Manager of Services
Reports To: Sr. Manager of Services
Essential Function
• Overall responsibility for Vericor’s field service activities, including scheduled and unscheduled maintenance actions, engine commissioning, upgrades, warranty services, timely resolution of problems, scheduling (people, tools, parts, etc.), and customer interface.
• Foster customer relationships for all field service activities. Develop and manage a process of continuous improvement for customer service. Monitor customer project schedule to develop Vericor field support schedule.
• Support contract development and administration for all resident FSE activities and maintenance services contracts.
• Develop and maintain processes and procedures for all field services activities.
• Develop and maintain firm price quotes for field services activities.
• Recruit, hire, and train Field Service Engineers (FSE’s) for Controls/Electrical and Mechanical tasks for Vericor engines. Supervise, coach, and evaluate FSE’s in their performance of commissioning and maintenance activities.
• Review and approve Field Services timesheets and travel expenses, track all field service time by task, track FSE utilization.
• Ensure records are maintained of all field service events performed by Vericor personnel, including field service reports and engine logbook entries. Ensure all customer inquiries and technical issues are submitted and updated as required in Vericor’s technical case tracking tool. Ensure all operational and configuration data is provided to the Configuration Manager for tracking and updates.
• Develop, train, and maintain the field service surge support team. Track qualified trainers, qualified technicians to augment Vericor’s field service team. Schedule and implement training activities for Surge Team Technicians. Maintain schedule of on-call Surge Team Technicians and coordinate with Shop Operations Manager for training and deployment to jobs.
• Provide surge support as a Controls and Electrical and/or Mechanical FSE as required.
• Support the Account Manager by developing quotes for field support. Provide actual hours and travel expenses after task completion to the Account Manager to support timely customer invoicing.
• Support the effort to define provisioning requirements to support existing installed base of Vericor engines and systems – both scheduled and unscheduled events.
• Manage departmental budget for tooling, special test equipment, and field services training, provide input for cost analysis, planning and budgeting.
• Participate in Configuration Control Board and Technical Issue meetings to ensure that Vericor’s in-house activities are in line with customer expectations.
• Collaborate with the Technical Publications Project Lead to support continuous improvement of Vericor’s technical publications.
• Support the Services team’s effort to increase revenues and profitability.
• Travel is expected to be up to 30%.
• Foster customer relationships for all field service activities. Develop and manage a process of continuous improvement for customer service. Monitor customer project schedule to develop Vericor field support schedule.
• Support contract development and administration for all resident FSE activities and maintenance services contracts.
• Develop and maintain processes and procedures for all field services activities.
• Develop and maintain firm price quotes for field services activities.
• Recruit, hire, and train Field Service Engineers (FSE’s) for Controls/Electrical and Mechanical tasks for Vericor engines. Supervise, coach, and evaluate FSE’s in their performance of commissioning and maintenance activities.
• Review and approve Field Services timesheets and travel expenses, track all field service time by task, track FSE utilization.
• Ensure records are maintained of all field service events performed by Vericor personnel, including field service reports and engine logbook entries. Ensure all customer inquiries and technical issues are submitted and updated as required in Vericor’s technical case tracking tool. Ensure all operational and configuration data is provided to the Configuration Manager for tracking and updates.
• Develop, train, and maintain the field service surge support team. Track qualified trainers, qualified technicians to augment Vericor’s field service team. Schedule and implement training activities for Surge Team Technicians. Maintain schedule of on-call Surge Team Technicians and coordinate with Shop Operations Manager for training and deployment to jobs.
• Provide surge support as a Controls and Electrical and/or Mechanical FSE as required.
• Support the Account Manager by developing quotes for field support. Provide actual hours and travel expenses after task completion to the Account Manager to support timely customer invoicing.
• Support the effort to define provisioning requirements to support existing installed base of Vericor engines and systems – both scheduled and unscheduled events.
• Manage departmental budget for tooling, special test equipment, and field services training, provide input for cost analysis, planning and budgeting.
• Participate in Configuration Control Board and Technical Issue meetings to ensure that Vericor’s in-house activities are in line with customer expectations.
• Collaborate with the Technical Publications Project Lead to support continuous improvement of Vericor’s technical publications.
• Support the Services team’s effort to increase revenues and profitability.
• Travel is expected to be up to 30%.
- Minimum of 5 years technical experience as either a Controls & Electrical or Mechanical FSE with Aeroderivative gas turbine engines.
- Minimum of 3 years’ experience managing technical personnel.
- Minimum of 3 years of customer relations experience.
- Minimum of 5 years’ experience in Oil and Gas, Marine, and/or Industrial markets
- Demonstrated self-starter with ability to handle and complete multiple tasks simultaneously and reliably in a fast-paced environment.
- Ability to effectively present both verbally and in written format, clear, concise technical summaries to internal management and external customers.
- Experience with Microsoft Office tools.
- US Citizen or permanent resident status required.
- BS in Mechanical or Electrical Engineering OR BA in Business with experience in Oil and Gas, Marine, or Industrial environment.
- Experience with Vericor gas turbine engines
- Experience with development of quotations for field service activities.
- Experience with Project Management