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 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
  • Research, resolve and implement resolution to customer issues
  • Coordinate logistics for management of spare parts
  • Direct management of field service partners and internal field service resources
  • Establish management system for tracking field repairs and identifying and tracking technical service bulletins (TSBs)
  • 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
  • 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% of the time to various CIVIQ deployment locations, typically domestic

Technical/Professional Knowledge/Skills

  • Strong hands-on troubleshooting in 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)
  • Strong desire and ability to grow into team leadership role

Education & Experience

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

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

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