Regional Field Service Manager

This is a fully remote position, open to applicants in Tennessee.

📋 Description

• Travel 80% of the time to support and maintain the designated region.

• Collaborate with Regional Sales Managers to deliver localized service support.

• Lead investigations into customer complaints related to quality, tolerances, specifications, and the condition of delivered products.

• Maintain strong customer relationships throughout the investigation process.

• Recruit, train, and retain contracted service providers to ensure adequate service coverage in the market.

• Work in close coordination with the National Service Department to develop and sustain the service provider network.

• Assess training needs, skill levels, and identify training opportunities for service providers.

• Foster relationships with representatives and provide clear guidance regarding company policies, processes, and procedures.

• Negotiate validated labor claims with representatives and non-CSPs.

• Communicate with manufacturing, quality assurance, sales, and engineering teams to resolve customer complaint issues.

• Record, analyze, and relay information to relevant associates in production quality assurance and sales regarding the status and resolution of customer complaints and claims.

• Utilize interpersonal skills to maintain professional communication at all levels within the operational customer/supplier environment.

• Prepare written technical engineering reports on projects that demonstrate a comprehensive understanding of an integrated Water Heating System.

• Provide technical and service assistance to Company customers through telephone contact.

• Perform field service on all Company products as necessary.

• Assist in the development of Technical Service Bulletins to disseminate product-related information to the field.

• Mentor and nurture new Field Service Engineers and technicians.

• Provide site inspections, start-up, and conversion coordinator backup as required.

• Employ statistical tools and techniques to analyze product and component field failures and warranty data to offer recommendations.

• Supply VOC data and collaborate with the product engineering department for reliability and new product testing.

• Engage with reliability engineering to identify test sites and assist in monitoring and reporting test data for projects.

• Actively participate in corrective and preventive action teams across the organization.

• Act as a liaison with customers to ensure prompt and responsive action regarding any quality issues as needed.

• Develop, maintain, and continuously enhance field service engineering processes to ensure high-quality service delivery to customers.

• Assist the Legal Department and Risk Management with claims and site evaluations.

⛳️ Requirements

• Bachelor's Degree in a related field.

• Candidates with an associate degree in a technical field and equivalent experience will be considered.

• Minimum of 5 years of related work experience.

• At least 5 years of experience in HVAC, Plumbing, or Mechanical fields.

• Trade Certification preferred, such as Certified Quality Engineer, EPA608, or NATE.

• Proficient in using computers and software applications, particularly Microsoft Office, SalesForce, and SAP.

• Strong customer service experience.

• Proven experience in electrical or mechanical aptitudes, and HVAC systems.

• Preferred experience in Control Systems (PLCs) and Building Integration Systems.

• General understanding of local, state, and national codes and regulations.

• Ability to solve practical problems and navigate a variety of concrete variables in situations with limited standardization.

• Capability to work independently as well as collaboratively within a team to meet deadlines and objectives.

• Demonstrated understanding of electrical systems, including low voltage, high voltage, single-phase, and three-phase systems.

• Demonstrated understanding of gas supply systems (Natural/Propane) and their regulations.

• Demonstrated understanding of #2 fuel oil and delivery systems.

• Demonstrated understanding of water supply systems, pressure boosting systems, regulations, piping scenarios, etc.

• Demonstrated understanding of HVAC and refrigeration systems.

🏝️ Benefits

• Medical and dental insurance.

• Company-sponsored life insurance.

• Retirement security savings plan.

• Short- and long-term disability programs.

• Tuition assistance.