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Manager, Field Service

Location: 

Eden Prairie, MN, US

Job ID:  38822
Category:  Customer Support & Advocacy

Stratasys is a world leader in 3D printing!

 

Location: Eden Prairie, MN 

 

The Manager of Field Services provides leadership and supervision of Field Service Representatives performing installation, maintenance, and repair services at customer sites in North America. Responsibilities include monitoring customer requirements for technical service and support and ensuring that resources are effectively coordinated to produce a high level of customer satisfaction.

 

Responsibilities:

  • Work closely with Scheduler/Dispatcher to coordinate work assignments of 24 field service staff, and resolve scheduling conflicts
  • Make data-driven decisions based on reporting from Salesforce and Qlik
  • Disseminate information to the field and maintain intradepartmental communication through written correspondence and regular conference calls
  • Ensure compliance of field service staff with safety and performance standards, company and department policies, and business objectives
  • Develop service quality standards, skills certification criteria, performance objectives and metrics related to field service
  • Monitor staff performance and initiate correction action to resolve performance deficiencies through coaching, training, motivating, and disciplining
  • Travel with field service representatives on a periodic basis to evaluate and improve performance
  • Solicit customer feedback on Stratasys service performance through regular telephone interviews, e-mail correspondence and customer site visits
  • Evaluate service requirements of the install base and maintain territory assignments and proper resource allocation to ensure satisfactory customer response
  • Maintain complete and accurate records of field service activities
  • Analyze field service performance data and produce status and summary reports as required
  • Establish policies and procedures for producing effective service response and problem resolution for Stratasys Customers
  • Provide direction to field service staff to ensure complete implementation and compliance with department processes.
  • Work one on one in the field with the Field Service team to assist in improving competency levels and identify areas that need improvement
  • Assist other managers in achieving Stratasys business objectives related to customer service & ttend technical training as needed

 

SUPERVISORY Responsibilities:

  • Manage Field Service Representatives and Territory Scheduler

 

MINIMUM QUALIFICATIONS:

  • Associate’s or Bachelor’s degree in engineering or management, or equivalent work experience and training
  • 3+ years’ experience as a manager/supervisor, (management of technical customer operations preferred) required
  • 1+ year of experience managing large teams
  • 1+ year of working with Customer Relationship Management (CRM) software applications

 

 

PREFERRED QUALIFICATIONS:

 

  • This position requires a customer-focused attitude with an appropriate sense of urgency and attention to detail when handling customer issues
  • Willingness and ability to work on both individual and team projects is required
  • Strong project management and project leadership
  • Strong experience with reporting tools, data organization, data analytics, and modeling
  • Ability to drive change and influence others
  • Ability to effectively prioritize and schedule activities of self and multiple direct reports
  • Assertive decision-making skills
  • Ability to lead and motivate others to achieve corporate objectives, able to resolve critical customer situations, and maintain rapport with coworkers and customer

 

TRAVEL REQUIREMENT: up to 20%

 

Stratasys (Nasdaq: SSYS), headquartered in Minneapolis, Minnesota and Rehovot, Israel, has been a leader in the 3D printing industry for over thirty years. The company’s patented FDM® and PolyJet™ 3D printing technologies have a diverse range of applications, including rapid prototyping, production parts, tooling, and concept design. Stratasys offers additive manufacturing solutions in 13 countries, for industries including aerospace, automotive, healthcare, consumer goods, and education. The company operates Stratasys Direct, a digital parts manufacturing service, and Stratasys subsidiaries include MakerBot and GrabCAD. With over 2,000 employees, over 1,200 patents globally, and more than 30 awards for technology and leadership, Stratasys is changing millions of lives with the power of innovation.

 

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily.  Stratasys will provide reasonable accommodations for qualified individuals with disabilities. In compliance with federal law, all persons hired will be required to verify identity and eligibility to work in the United States and to complete the required employment eligibility verification form upon hire. All offers of employment with Stratasys, Inc are contingent upon the successful passing of a background check.

 

Stratasys is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to their protected Veteran or disabled status and will not be discriminated against for their race, color, religion, sex, age, disability, military status, or national origin or any other characteristic protected under federal, state, or applicable local law.   Please view Equal Employment Opportunity Posters provided by OFCCP here.


Nearest Major Market: Minneapolis