SupportPro is Duravant’s brand for service, our customer’s global source for parts and service support. We are a connected service organization for the operating companies under the Duravant family. Our family of companies includes nVenia, FMH Conveyors, Key Technology, and many more. SupportPro becomes a partner to our customers for equipment support and performance optimization on a global scale, with a diverse portfolio of service and support offerings. This fast-growing organization aims to be the premier customer support organization and offers the right candidate the opportunity to help build and shape this growth engine while having the backing of a parent organization.

As a Duravant Family Company, FMH Conveyors participates in global Diversity, Equity, and Inclusion programs, as well as Doing Good initiatives to support our communities. In addition to a culture that promotes long term career satisfaction, with opportunities for personal and professional growth, FMH Conveyors offers an excellent total rewards package that includes:

• Compensation: We offer competitive compensation
• Benefits: We have comprehensive benefit packages designed to support our employees' health, well-being, and financial security
• Development: We have education and training programs which include an educational assistance program
• Time Off: We offer paid holidays and paid time off
• Driven Team Members: We have a cross-functional, collaborative environment, focused on delivering results
• Core Values: Our core values are Teamwork, Respect, Integrity, Winning Spirit, and Sense of Urgency
• Culture: We are driven by our number one asset - our employees, and their successes
• Doing Good: We love to be active members of our community! We have several volunteer opportunities throughout the year.

As a Field Service Manager for SupportPro, you will have the opportunity to provide strategic decisions, enhance the quality of services offered to customers, as well as developing a team of skilled engineer technicians. The Field Service Manager will be directing and coordinating customer service activities personally or through direct reports and ensuring all processes and procedures are followed and understood by the service team.

The Field Service Manager will develop and execute initiatives to grow service and parts revenue and is responsible in managing KPIs in a service territory and enact and seek opportunities and improvements to improved territory P&L. The Field Service Manager will exhibit the ability to act in a leadership role and have the proven ability to build and maintain strong customer relations.

POSITION DUTIES & RESPONSIBILITIES include the following, other duties as assigned.

• Direct management of field service technicians’ activities across the various Duravant operating companies
• Oversee the allocation of technician resources and their overall effective utilization including implementing standards and processes for improvement.
• Work with various regional SupportPro and operating company teams to determine and implement robust cross-training initiatives.
• Assure ongoing safety, compliance and investigate any accidents or injuries and prepare report findings including overseeing worker training in safety, repair and maintenance techniques, operational procedures or equipment use for optimal organizational effectiveness.
• Implementation of Lean Management principles to improve overall efficiency and reduction of waste.
• Actively communicate with customers and work alongside the customer service team to ensure an industry-leading level of customer service.
• Coordinate and work with the customer service team to drive value added parts and service sales and customer awareness. These items include but are not limited to preventative maintenance, training, and retrofit and machine upgrade kits.
• Ensure team expenses, utilization, and performance align with budget and revenue projections. Reduce warranty costs.
• Coordinate timely communication / documentation between operations and engineering for escalations and critical projects.
• Lead employee performance reviews and design improvement plans based on individual employee development needs and also recommend or initiate personnel actions such as hires, terminations, disciplinary measures, or worker job-skill improvement.
• Take ownership of outstanding customer issues and work with the proper internal teams to ensure they are closed as quickly as possible.

POSITION REQUIREMENTS:

• Industrial or Mechanical Engineering degree or equivalent work experience is preferred.
• 5 years of experience directly managing people, preferably in an industrial machine manufacturing plant or similar industry
• Thorough knowledge of equipment manufacturing processes with demonstrated mechanical and electrical knowledge of manufacturing equipment including designs, repairs and maintenance.
• Proven communication ability to build and lead effective and diverse teams across various territories.
• Experience leading teams in handling customer issue resolution and developing plans for improvement through root cause analysis.
• Proficient with MS Office Suite including Excel, Word, and Outlook. Relevant experience with ERP/CRM applications is a bonus.

PHYSICAL REQUIREMENTS:

The position requires up to 50% travel.

While performing the duties of this job, the colleague is frequently required to sit, stand, walk, talk or hear; uses hands to finger, handle, or touch objects or controls. On occasion, the colleague may be required to climb and work in high places, stoop, bend or reach above the shoulders. The employee is occasionally exposed to mechanical parts, machines, and vehicles.

The incumbent must occasionally lift, push, or pull up to 50 pounds. The noise level is usually quiet to moderate but can be excessive in manufacturing and processing environments. Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception, and ability to adjust focus.

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential function.

WORK ENVIRONMENT:

The position is an office-based position with regular visits to customer installation sites.

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential function.

A successful candidate will have a drive for team leadership, a track record of success in an industrial maintenance or manufacturing environment, and a passion for improving customer experience.

ADDITIONAL INFORMATION:

FMH Conveyors, a member of the Duravant family of operating companies, designs and manufactures products and services for truck loading and unloading applications. The NestaFlex and BestFlex brands lead the market in flexible gravity and powered conveyors, while MaxxReach and BestReach are the premier brands in telescopic and rigid conveyor systems. Known worldwide for their durability and reliability, FMH Conveyors products are engineered to support material handling applications for distribution centers, e-commerce, parcel post, retail stores, and a variety of manufacturers to help maximize productivity and increase efficiency.