Field Services Manager - Milford, MA

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CIVIQ Smartscapes is searching for a seasoned, data driven Field Services Manager to augment our existing service and support team for our deployed Smart City Devices. In this first critical Field Services Manager role, you be will an ambassador of service excellence, fostering an environment of responsive, best-in-class service for our customer base. Being hands-on you will elevate and evolve our methods of today by promptly responding to customer issues, creating processes, implementing a support ticketing system, and extracting and analyzing field data from deployed products. In order to achieve these goals, you will direct CIVIQ field technicians, and manage CIVIQ’s third party service providers to ensure responsive service and support for our Smart City devices to delight our customers. If you have significant field service engineering experience with the ability to work across the organization to solve problems, this is the right role for you!

Major Responsibilities/Duties

  • Independent data analysis of field failures to initiate proactive measures for resolution
  • Provide direct support for system diagnostics and troubleshooting both to CIVIQ’s field services team and customer base
  • Research, resolve and implement resolution to customer issues
  • Management of spare parts for fielded systems (tracking, forecasting, inventory management to minimize expenses)
  • Direct management of field service partners and internal field service resources
  • Escalate issues to engineering or operations for corrective action or resolution; track and manage CAPA system through to resolution including providing direct input to and managing internal root cause analyses
  • Identify and implement a company-wide ticketing system for field service management
  • Develop Key Performance Indicators for the Field Services team and report metrics to internal management
  • Ensure successful achievement of KPI targets
  • Develop policies and procedures to improve the efficiencies of the field service organization both internally and with partners
  • Establish a services environment aimed at efficiency gain through continuous process improvement
  • Travel 25-40% of the time to various CIVIQ deployment locations, typically domestic

Technical/Professional Knowledge/Skills

  • Deep skill in troubleshooting electrical and mechanical systems
  • Strong technical problem-solving and decision-making skills
  • Direct experience with field service and managing a field service team
  • High degree of ownership in problem solving and resolution
  • Excellent interaction and communication skills (both written and verbal)

Education & Experience

  • Bachelor’s degree in an applicable technical background (mechanical, electrical, computer science) or equivalent experience
  • 8+ years’ experience supporting a field services organization including hands-on field service engineering experience on large commercial, capital equipment/devices
  • 5+ years’ experience in field service management

CIVIQ Smartscapes is an Equal Opportunity Employer: Minorities/Females/Veterans/Disabled

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