District Service Manager

Job Description - District Service Manager (2400004G)

District Service Manager - (2400004G)

Description

B&W is currently looking for a District Service Manager in our NE District. This position will be providing quality service to all customers within the District in a timely manner and is responsible for meeting the District’s financial and absorption targets or goals.

Position Duties:

• Is the primary customer contact for Field Service activities and technical support within his designated district. Customers are both external and internal.
• Responsible for oversight of commissioning and servicing equipment from all B&W product lines.
• Supervises the placing of equipment into operation, ensuring that performance guarantees, warranties, and contractual obligations are met.
• Coordinates activities with Sales, Engineering, Project Management, and Construction to ensure contract schedules are met.
• Handles technical problems and facilitates design modifications and/or upgrades that will benefit customer operations.
• Has district management responsibility for manpower utilization, expense control, contract cost, revenue, profit generation, and business development.
• Assigns and directs activities of field engineers within the District, ensuring good utilization of personnel.
• Responsible for managing all FMC and Service contract costs to the best of his ability.
• Efficiently handles administrative tasks such as customer billing, account receivable collection, SE time sheet approval, expense report approval, file upkeep, contract documentation, etc.
• Has contract management oversight responsibility for all field service proposals and contracts within his District, including proposal development, pricing, performance, profitability, and cost collection.
• Submits monthly reports and other reports as required by management.
• Has supervisory responsibilities for service engineers and support staff, including training, career development, quality assurance for work performed, and performance appraisals.
• Reviews service engineer’s reports to assure technical correctness and to determine whether additional work or modifications may be required or recommended.
• Continuously coaches service engineers on improving job performance and preparing them for career advancement. Assists in recruitment and hiring of new engineers and office personnel.
• Develops and maintains a dedicated and motivated workforce in accordance with Company policy and within salary budget guidelines.
• Fosters the attitude that our primary business is Customer Satisfaction through timely service, ensuring that the mission statement and underlying objectives are understood and a reality.
• Assists Sales in marketing and calling on customers, helping them decide requirements for replacement components, new equipment, modifications, and in selecting B&W products and services to improve their operation.
• Responsible for developing new service programs and selling services, projects, and replacement parts.
• Develops personal contact with plant and mill managers and engineering personnel.
• Provides constructive feedback on technical, commercial, and management issues that impact the quality of our products and service or our ability to sell the same.
• Handles Customer relations including complaints.

Qualifications

• Education: Bachelor’s degree in engineering or related field, or equivalent years of relevant experience.
• Experience: Minimum 10 years’ experience, with at least 5 years’ Field Service and exposure to B&W Engineering activities.
• Positions reporting directly: Service Engineers, Technical Specialists, PE/FPC, Office Support Staff.
• Number of employees reporting directly and/or through subordinates: Five (5) to Ten (10).

Primary Location

US-OH-Akron

Work Locations

Akron, OH (100) 1200 East Market Street - Suite 650 Akron 44305

Organization

Global Parts & Services