Description:
General Summary: The Assistant Field Service Manager supports the daily operation of the Field Service Department by coordinating field activities, assisting with technician leadership, and ensuring timely, high-quality customer support. This position serves as the primary backup to the Field Service Manager, assuming departmental leadership during absences and helping drive operational excellence.
Principal Accountabilities:
- Support the daily coordination and scheduling of field service technicians, installations, start-ups, renovations, and emergency service.
- Serve as acting Field Service Manager during manager absences, ensuring continuity of operations and customer support.
- Lead all aspects of the Field Service Safety Program, including OSHA compliance, safety training, audits, incident investigations, corrective actions, and maintaining required safety documentation.
- Promote a strong safety culture by coaching technicians on safe work practices and ensuring compliance with company, customer, and regulatory safety requirements.
- Provide technical support, troubleshooting assistance, and mentoring to field service technicians.
- Review service documentation and maintain accurate service, warranty, and safety records.
- Coordinate with Engineering, Manufacturing, Project Management, and Sales to resolve technical issues and improve products and processes.
- Assist with customer training, service contract support, and continuous improvement initiatives.
- Support technician development through coaching, training, and performance feedback.
- Coordinate outside contractors as needed to support customer requirements.
- Assist with field service process improvements, reporting, and operational metrics.
- Perform additional duties as assigned by the Field Service Manager or Director of Commissioning.
Physical Working Environment
- Office, manufacturing, and customer field environments.
- Work may include climbing, standing for extended periods, and working in refrigerated facilities, construction sites, rooftops, and industrial processing environments.
- Domestic and international travel up to 50%.
Requirements:
- Associate degree in a technical discipline or equivalent experience preferred.
- Excellent organizational and time management skills, with the ability to coordinate multiple technicians, projects, and priorities simultaneously.
- Proficiency with Microsoft Office and scheduling, service management, or ERP software, with the ability to efficiently coordinate field service activities and maintain accurate records.
- Three or more years of experience in industrial field service, food processing, packaging, or related industries.
- Experience supporting technicians, field operations, or customer service activities preferred.
- Working knowledge of OSHA regulations and industrial safety practices.
- Strong mechanical and electrical aptitude with troubleshooting skills.
- Strong communication, organization, and problem-solving skills.
- Ability to manage multiple priorities and work effectively with cross-functional teams.
- Proficiency with Microsoft Office and service management software preferred.
