Field Service Manager

Job Description

Job Description

CIDAN Machinery is a leading international manufacturer of industrial machinery, and we are seeking a Field Service Manager . This position is based at our U.S. corporate headquarters in Peachtree City, GA. We are experiencing a period of rapid growth in the United States and are a dynamic organization committed to expanding market share while maintaining a strong, customer-focused culture.

We are seeking a proactive, people-focused leader who is passionate about developing and growing high-performing technical teams. In this role, you will oversee technicians responsible for commissioning and servicing sheet metal equipment while ensuring our customers receive world-class aftermarket support. You will play a key role in improving our systems and processes, driving the long-term success of our aftermarket department. A major focus of this position is coaching, mentoring, and building the skills and capabilities of the team. Success in this role requires strong leadership, a high degree of accountability, excellent team-building skills, and solid technical and systems knowledge, along with an eagerness to learn, grow, and elevate others.

Field Service Manager Responsibilities :

• Uphold and lead with professionalism, passion, adaptability, sustainability, and collaboration for CIDAN Machinery.
• Lead and empower the Field Service Supervisors to lead their teams to find resolutions for our customers’ issues with a sense of urgency and follow up after to ensure resolution is met.
• Build and lead best-in-class Aftermarket teams that deliver world-class support, communicate effectively, de-escalate issues, strengthen customer relationships, and hire strong team members.
• Develop, document, and train the team on aftermarket processes that are scalable and essential for the growth and efficiency of the aftermarket team to drive improvements for today and success for the future.
• Create, measure, and coach on KPIs that will drive the performance and quality of our aftermarket support to our customer base. These metrics should both measure team and individual performance.
• Support scheduling efforts to ensure the correct tech to handle the assigned work is sent, continuous efforts are made with team training and adequate desk support is always maintained.
• Ensure Field Service Supervisors complete all required administrative tasks and hold their teams accountable for timely, high-quality reports, proper use of the 3Cs, accurate punch lists, and compliant expense reporting.
• Assist Field Service Supervisors in creating and maintaining training plans that document technician skills and build proficiency across all machines.
• Weekly warranty review ensuring proper classification of all warranty orders and training the service team on process. Ensuring all warranty orders are clearly documented using the 3Cs and responsibility. Regular communications back to the factories to ensure global partnership in resolving issues and preventative measures are put in place.
• Ensure that all members of the aftermarket team are trained and encouraged to follow all processes related to compliance.
• Continue development of CRM and Desk to track and monitor Desk / Field Support issues. Creation of dashboards to ensure the entire team knows where efforts need to be focused.

Qualifications :

Requirements :

Benefits :