JOB TITLE:     Area Field Operations Leader

REPORTS TO: Vice President | Field Operations

FLSA STATUS: Exempt

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SUMMARY:

The Area Field Operations Leader will be responsible for providing the leadership for all activities from the startup of new equipment, warranty, post start up service/maintenance and factory replacement of equipment/systems. The development and maintenance of the relationship with the customer through the life cycle of the equipment. Foster relationships with peer leaders in Sales, Controls, Aftermarket and Administrative arms of our Company to provide a world class experience for our internal and external customers. Daily tasks will include but not limited to the support of Sales through pricing on projects, parts and services, working with the Administrative Team for field service coordination/billings/collections, management of technicians and customer satisfaction.

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ESSENTIAL DUTIES AND RESPONSIBILITIES:

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability, and physical demands required.

• Leads the Field Operations function of our business to respond to internal and external customers by working with peers across our Company to leverage resources across our business and partner companies to maximize efficiencies including Startups, Warranty Service and Maintenance.

• Provides input in the scheduling of work including Startups, Warranty, Service, Maintenance, Projects etc.

• Effectively attracts, mentors, and develops all Field Operations Team Member’s skill levels in the areas of customer service, technical skills and emotional intelligence.

• Produces business results by working with the Administration Team to ensure invoices are generated timely upon completion of work, managing budgets and maximizing applied utilization of the Field Operations Team.

• Ensures the standard service work processes are followed. Creates and improves transactional processes impacting the customer experience and increasing overall customer satisfaction.

• Upholds safety within the Field Operations Team. Works with our safety partners on training for all Team Members to ensure a safe work environment both at the office and on jobsites.

• Maintains a “Customer First” attitude always.

• Performs all other duties as assigned.

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SUPERVISORY RESPONSIBILITIES:

• Supervises the Field Operations Team directly in a specific area. Helps establish organization structure to include Field Operations Resource Coordinators and Field Operations Administrators including the hiring, training, and evaluation of the Team.

• Monitors overall Team performance to ensure jobs are being completed timely and in a professional manner putting the customer first.

• Drives world class customer service for all locations creating ONE Insight Parts organization.

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COMPETENCIES:

• Quality Management- Provides the highest quality products and services which meet the needs and requirements of internal and external customers. Commits to continuous improvement through empowerment and management by data, open to suggestions and experimentation.

• Action Oriented- Enjoys working hard. Is action oriented and full of energy for things seen as challenging. Seizes more opportunities than others. Reacts quickly to critical situations. Delegates duties as needed for more efficiency.

• Customer Focus- Dedicated to meeting the expectations and requirements of customers. Gets first-hand customer information and uses it for improvements in products and services. Acts with customers in mind. Establishes and maintains effective relationships with customers and gains their trust and respect.

• Time Management- Uses time effectively and efficiently. Values time. Concentrates efforts on the more important priorities. Gets more done in less time than others. Can attend to a broader range of activities.

• Active Listening - Gives full attention to what other people are saying, taking time to understand the points being made, asking questions as appropriate, and not interrupting at inappropriate times.

• Communication- Ability to communicate orally and in writing, with clarity and good effect with management, customers, staff, vendors, etc. Understands clearly and quickly when instructions or orders are received. Uses judgment about what information is important and what is not, and what should be communicated, how, to whom and when.

• Problem Solving- Refers to the ability to solve difficult problems with effective solutions. Ability to resolve common inquiries and complaints.

• Organization- Marshals resources (people, funding, material, support) to get things done. Can orchestrate multiple activities at once to accomplish a goal. Uses resources effectively and efficiently. Arranges information and files in a useful manner.

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EXPERIENCES AND REQUIREMENTS:

• High School Diploma or equivalent required; Bachelor’s Degree preferred.

• Minimum of 4 years’ experience in the HVAC industry preferred.

• Minimum of 3 years' experience managing teams of people, processes and budgets preferred.

• Valid driver’s license and clean driving record.

• To perform this job successfully, an individual should be proficient in personal computer skills including electronic mail, record keeping, routine database activity, word processing, spreadsheet, etc. This role requires a proficient level of knowledge of Microsoft Office and Adobe.

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PHYSICAL DEMANDS / WORK ENVIRONMENT:

While performing the duties of this job, the individual must be able to remain in a stationary position for 60 percent of the time while operating their computer and performing office work. The individual needs to occasionally move about inside the office. They regularly operate a computer and other office productivity machinery, such as a calculator, copy machine, fax machine, and computer printer. They must be able to exchange accurate information with customers and others in the office while interacting. The employee must regularly lift and/or move up to 15 pounds, occasionally lift and/or move up to 25 pounds. The individual must be capable of reviewing their work for errors and making adjustments as necessary.

The noise level in the office work environment is usually low to moderate. The individual frequently works in a controlled climate.

Will travel occasionally to customer job sites, which may include outdoor work and/or work in mechanical/equipment rooms. During the jobsite visits, the employee may be exposed to variable weather conditions; moving mechanical parts; heights, and other variable environmental conditions based on location.

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

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NOTE: This job description is not intended to be all-inclusive. Employees may perform other related duties as negotiated to meet the ongoing needs of the organization.