Purpose of Role

The purpose of this role is to manage a team of Field Service Technicians who perform maintenance, troubleshooting, and repair of all Delivery Solution products, including but not limited to all current and future Fusion Delivery Material Handling Solutions and The Vision Object Recognition (VOR) Ecosystem.

Areas of Accountabilities

Customer Engagement

• Engage with customers to manage contracts and schedule technicians to perform onsite work.
• Work with the Delivery Solutions Support team to handle the billing/invoice process for service work.
• Own relationships with our service providers and continue building our service provider network.
• Manage the leasing contracts for service vehicles.
• Manage the upkeep of all assets in the Trial and Rental Fleets.
• Support the equipment training and certification of customer on-site fleet teams and third-party service providers.

Team Leadership

• Lead a team of field service technicians and manage their work schedule and dispatching. 
• Hire new technicians as business requires and provide onboarding and training.
• Provide timely feedback to your team in the form of quarterly and yearly performance reviews.
• As the business grows, support preventive maintenance, troubleshooting, and installation for VOR.

Continuous Improvement

• Improve customer service level by using feedback from previous installation and maintenance projects.
• Support the planning and execution of all service bulletins and continuous improvement projects for in-field equipment. 
• Work with IT department to lead the development of a new work order management, dispatching, and processing system.
  • Create requirements of what functions this system will need to perform.
  • Stay involved during testing and launch cycles of the program, providing feedback to improve the final product.
  • Manage all continuous improvement initiatives related to the system.
• Provide structure and standardization for technician work.
  • Create a standard onboarding and training program for hiring new technicians.
  • Write standard work instructions for preventive maintenance activities and processes.
  • Standardize tools and equipment needed for onsite work.
  • Enforce all PPE and Safety standards as provided by our National EHS Team

Cross-Functional Relationships

• Work with Category Management to write and standardize service contracts. Provide insight into what information needs to be included in service contracts.
• Engage with Supply Chain team on product quality issues, parts ordering, and work scheduling for new product activities. 
• Support the Supply Chain team with preparing equipment for delivery by performing a pre-delivery inspection, necessary rework, and packaging. 
• Provide insight to New Product Development team on the serviceability of new products and support existing product design enhancements.
• Provide insight to sales representatives on service contract offerings and benefits of our service product.

Knowledge, Skills, and Experience

• Bachelor’s Degree, or equivalent work experience, preferably in Engineering or mechanical-related fields.
• Minimum of 2 years of Material Handling Maintenance experience preferred.
• Minimum of 2 years of Field Service Management experience preferred.
• Must have a working knowledge of electrical and hydraulic schematics.
• Strong technical aptitude in mechanical and electrical systems.
• Must possess Excellent Communication Skills (Written and Verbal).
• Ability to quickly adapt and learn all Rehrig Pacific’s new and existing products with ease and professionalism. 

· Must be self-motivated and results oriented.

• Ability to work independently and autonomously in a fast-moving environment.
• Ability to manage multiple projects and work collaboratively with cross-functional teams.
• Ability to hold yourself and others accountable to meet commitments.
• The position will require a minimum of 25% travel.
• Ability to lift at least 50 lbs.