Manager Field Service (Newport News, VA)

Where do people love what they do, and being great at what they do?

At Swisslog, that’s where! Our teams are the heart of a world-leading Robotics company that’s harnessing the power of technology to shape the future of intralogistics. The result? We’re transforming performance and efficiency for customers across the globe, giving them the vital edge in their markets.

Field Service Manager is responsible for support of Customer Service projects through resourcing service technicians, and management of small projects. Assists with management of technical resources for warehouse automation customers within North American region. Direct supervision of Field Service Engineers as they execute emergency and scheduled service calls or support projects. Assists with cost center financial management.

Position is based in Newport News, VA.

Make an impact

• Manage Field Service technical resources. Assist with management of Total Care resident technicians.
• Assist with management of the budget for the Field Service and Total Care cost centers.
• Manage technical resource utilization to fulfil support contract obligations.
• Forecast technical support headcount requirements.
• Performs as Escalating Manager for after hours and weekends for remote support of customer trouble calls on a periodic, rotational basis.
• Support training program to reduce time to on board new technical hires and maintain a high level of competency and readiness in the technical resource pool.
• Solicit and analyze customer feedback on fulfilment of service contract obligations.
• Develop and implement continuous improvement actions based on client feedback and internal data analysis.
• Maintain Service Schedule to accommodate client requests while managing employee work life balance
• Mentor and coach all Field Service technical resources on both technical skills and soft skills.

What you need to succeed

• BS in Business, Finance, Mechanical Engineering, Electrical Engineering, Engineering Management or equivalent job experience.
• 3-5 years’ experience as a Leader / Manager in a technical service environment inclusive of strong mechanical and electrical troubleshooting
• Computer literate in all MS Office products, SAP and Sales Force experience a benefit.
• Must be highly articulate, proactive and self-motivated; excellent written and verbal communication; demonstrated presentation skills
• Analytical, problem-solving and decision-making skills
• Ability to multi-task and work independently

Desirable
• Some technical writing experience in the development of customer and field service product operating manuals and technical data/information is necessary.
• Small project management or demonstrated financial management skills

Our promise to you

Swisslog is a world of opportunity for people who can deliver a game changing mission: driving the future of intralogistics, by shaping an era of robotic and data-driven automated solutions that create exceptional customer value.

Join us on this journey and you’ll be part of a global enterprise that’s proud of its Swiss roots - and hugely excited by the worldwide opportunities open to everyone in the Swisslog family. So come and realize your potential, in a team that’s united by passion and driven by the OneSwisslog team spirit.

About Swisslog

Swisslog is shaping the future of intralogistics. As part of the KUKA Group, we work on the latest technologies that are reimagining the world of logistics. We’re a team of 2,900 experts from 50 countries, serving some of the world's largest and most exciting brands. Together, we’re implementing smart and innovative approaches - including flexible robot-based and data-driven automation solutions that are transforming the supply chain. So join our team and share your unique perspective.

Linkedin Reference: #LI-BB1

Join the journey!

If you think a career with Swisslog could be what you are looking for, we´d love to hear from you.

We´re looking forward to receiving your application!

Note for United States job postings (EEO statement):
Swisslog is an Equal Opportunity Employer committed to building an inclusive and diverse workforce. All qualified applicants will receive consideration for employment without regard to race, religion, color, age, sex, national origin, sexual orientation, gender identity, disability status, protected veteran status, or any other factor protected by applicable federal, state or local laws.