Supervisor, Field Service

Responsibilities

• You will be responsible for assisting in the further development, expansion and support of the service and installed base associated with the Madera/FTNON/FPT product lines in North America.
• Serves as the initial point of contact for service technicians and customers to supply technical expertise and/or obtain engineering and/or further sales support. Assists with logistics including travel and obtaining additional parts, tools, equipment, etc.
• Supervise our Field Service Engineers on control of hours and expenses.
• Supervise team administrative personnel and their duties.
• Assist with the competence management process by maintaining records relating to FSE skill assessments, training activities, recording problems and corrective actions planned.
• Contribute to improvements in internal processes, standards and designs to ensure the efficient development of systems and products to meet our customers and our business expectations. Participate in all continuous improvement initiatives in areas of responsibility.
• Participate in and/or schedule and hold regular conference call(s) with Operations to follow up on activities, initiatives and projects to improve the support of the management, engineering, back-office staff, Helpdesk, etc.
• Serves as on call coordinator of technical service support between the customer and the service technician and ensures all requests are followed up in a timely manner.
• Assist with all customer satisfaction initiatives and feedback, and help develop strategies, actions and/or activities to improve
• Lead by example, identify/recognize and take corrective actions to ensure safe work behaviors, conditions and/or practices are occurring on a daily basis amongst the team.
• Adhere, and make sure team adheres to JBT Marel operating policies and code of ethics. This includes compliance with JBT Marel's off-site safety policy, and all other safety policies and procedures as trained on.
• Actively progress industry and JBT Marel product offering knowledge base, and associated skills. Attend appropriate training or industry events to stay informed of and make good use of new technology, products and personal development opportunities.
• Review and approve FSE service reports, timecards and expenses reports. Perform/manage other administrative tasks as required by the position (i.e.: collect PO's, open/close projects, billing, collections, absorption reporting, etc.)
• Meet with potential customers as needed to determine needs along with recommending solutions. Be recognized as a technical leader and offer significant contributions to a variety of problems and/or projects.
• Help manage customer complaints and warranty requests. Help develop processes to ensure follow-up happens on a timely basis.
• Align with the Service Manager and Regional Sales Manager(s) to assist in the development and profitable growth of the Madera/FTNON/FPT business in NA.
• Manages, plans and schedules customer courtesy calls (sales assist) to promote JBT Marel equipment, parts, and services.
• Ensures signed sales contracts and/or service provider contracts are in place for applicable service projects.
• Actively participate in customer visits and ensure customer base is touched multiple times per year. Understand and document installed base, and other potential customer opportunities. Help develop plans to win more business from existing and potential future installed base.
• Prepare written information, documentation or reports as needed. Service call reports will be required for every customer visit.
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Benefits

Additional Information

At JBT Marel, what we do matters , we know that the contribution of our employees leads to the success of our business. Vision - United to Transform the Future of Food Our values show who we are at our best as we Create with Collaboration- Serve with Integrity - Grow with Excellence - Advance with Innovation. JBT Marel is seeking a skilled Field Service Supervisor to join our team. This role is responsible for assisting the Sr. Service Manager in the supervision of the Field Service Team for the Madera, FTNON, and FPT product lines for JBT Marel. You will be used to go to customers' sites, at times, and help lead larger projects if necessary, complete project bid walks, site assessments and reviews for the quoting process. You will take an active role for scheduling, billing, quoting and NTO projections. You will also back up the Field Service Manager while they are out of office. Help manage Safety KPI's as well as the Technician Skills Matrix and perform all duties as listed in the job description.

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