The Weir Group PLC

Returning Candidate?

2017-16992

2017-16992

Title 
Field Service Manager
Posted Date 
11/9/2017
Job Location 
US-MA-Ipswich
Shift Schedule 
Day
Manages Others 
Yes
Close Date 
..

More information about this job

Company Profiles

Weir has been in business since 1871 and our sustainability and success has been built on attracting, retaining, and developing exceptional people.

 

As a global company, employing around 15,000 people in over 70 countries, we reflect the diversity of our customers in the diversity of our people and ensure everyone is given the opportunity to flourish regardless of their gender, race, beliefs or background.

 

Weir is an inclusive and innovative organisation where you can be your authentic self. We continually develop our talent and diversity of thought to keep our business relevant, innovative and successful for the future.

 

Enabling our people to unleash their full potential is central to ‘We are Weir’, our vision, mission, and strategic priorities. We aim to be the most admired engineering business in our markets and we'll achieve that ambition by being the employer of choice in our markets.

 

We offer a wide range of career opportunities across a variety of technical and business roles in engineering, manufacturing and service locations worldwide.

 

Business Need / Purpose of Role

The Field Service Manager is responsible for providing supervision to Field Personnel as well as Aftermarket Sales and Processing Support.  This employee reports to the Aftermarket Manager.  Performance of all assignments is critical to the department’s ability to provide services and parts to allow customers to maintain their outage and site needs. 

Objectives & Measurement - Key Responsibilities

Job Responsibilities:

 

  • The Field Service Manager will comply with all Company policies and procedures including those pertaining to health, safety and environmental.
  • The Field Service Manager will be a key interface person between external customers as well as internal personnel.
  • The Field Service Manager will supervise the field personnel on a daily basis assuring their compliance to Company Policies, Customer satisfaction with work and identification of complete work scope.
  • Field Service Manager reviews all time sheets, trip reports and expense reports from the Field Personnel to assure accuracy, policy adherence and completeness.
  • Field Service Manager will write and submit to the customer quotations including modification parts quotations, service quotations, quotations to supplement trip reports and engineering services.
  • Field Service Manager enters quotes, orders and invoicing details into the company business system.
  • Field Service Manager will be the liaison between Weir and the customer to transmit Technical Support.
  • In order to support our After Hour Rapid Response Team, including WVC Field Personnel and Customers, the Field Service Manager will be required to be available for after hour on call on a rotational support basis.
  • The Field Service Manager will write and review any special instruction manuals to assure that manual is accurate and detailed for use by our customer.  This will include review of safety, disassembly sequence and reassembly sequence.
  • Occasional travel to our customer sites will be required to support our sales efforts.  Sales visits will be conducted to generate new service work as well as aftermarket parts sales.  The Field Service Manager during these visits will be expected to conduct educational training for the customers.
  • Field Service Manager will draft technical paper (example: technical bulletins) when appropriate or as needs develop.
  • Field Service Manager assures that all quotes and orders comply with corporate terms and conditions requirements.
  • Monitors cost to profit ratio on field service orders.
  • Assures that field service personnel are dispatched in a timely manner.
  • Monitors progress and completion and distribution of instruction manuals.
  • Supports Department and Company with special projects as necessitated.

 

Qualifications:

 

  • The employee is required to work under consistent time sensitive work schedules (outage season). This job requires the ability to multi-task.  In addition to the known work on time sensitive basis, it is expected that substantial emerging work will be added in these time frames.
  • Must possess strong negotiating, writing and interpersonal skills.
  • Must be computer literate
  • AS/BS degree preferred
  • Excellent communicating, organizational and computer skills
  • Good tool box skills (Mechanical Aptitude)

 

Clarification on Field Work Site Conditions:

 

This description is being written to give a brief description of the site conditions that the Field Service Manager may encounter while making Field Sales visits.

 

The Field Service Manager will visit Power Plants (nuclear and commercial), refineries and other industrial plant that have WVC valves.

 

  • Our Valves are located in areas that sometimes have limited access.  To access these areas bending, twisting, crawling and climbing is often required to perform these duties.  Working at high altitudes on scaffolding is often.
  • Climbing of Vertical Ladders that require the use of both hands while climbing, the weight of the individual would be away from the ladder.  Climbing of many flights of stairs.
  • Work areas are similar to that seen on industrial construction sites.
  • Exposure to heat, radiation, various chemicals and outside weather conditions may exist.

 

In conclusion field work is unique and varies in job function from site to site.

Job Knowledge / Education and Qualifications

Education and/or Experience:

Bachelor's degree in engineering preferred.  Three - Five years related experience with industrial products or energy experience preferred. Able to read and interpret a dimensional drawing (2D or 3D)

 

Language:

Ability to read, analyze, and interpret general business periodicals, professional journals, technical procedures, or governmental regulations.  Ability to write reports, business correspondence, and procedure manuals.  Ability to effectively present information and respond to questions from groups of managers, clients, customers, and the general public.

 

Mathematical Skills:

Ability to calculate figures and amounts such as discounts, interest, commissions, proportions, percentages, area, circumference, and volume.  Ability to apply concepts of basic algebra and geometry.

 

Reasoning Ability:

Ability to define problems, collect data, establish facts, and draw valid conclusions. Ability to interpret an extensive variety of technical instructions in mathematical or diagram form and deal with several abstract and concrete variables.

 

Computer Skills:

Computer Proficiency

 

Physical Requirements:

Must be able to move about the factory and communicate with other employees

The employee must occasionally lift and/or move up to 15 pounds.

Must be able to travel and move about the customers facility by climbing flights of stairs

 

Work Environment:

The noise level in the work environment is generally quiet. In certain areas of the facility personal protective equipment (PPE) is required, including safety glasses, steel-toed shoes, and ear plugs.

 

The position may require occasional travel to customer sites, mainly in the US. Overall travel for the job will be 25% or less annually.  Travel would include visiting customer sites, trade show participation and/or training of sales channel / field personnel.

Core Competencies

Customer Service - Manages difficult or emotional customer situations; responds promptly to customer needs; solicits customer feedback to improve service; responds to requests for service and assistance; meets outage related or customer deadlines.

 

Managing People - Includes staff in planning, decision-making, facilitating and process improvement; takes responsibility for subordinates' activities; makes self available to staff; provides regular performance feedback; develops subordinates' skills and encourages growth; solicits and applies customer feedback (internal and external); fosters quality focus in others; improves processes, products and services.; continually works to improve supervisory skills.

 

Judgment - Displays willingness to make decisions; exhibits sound and accurate judgment; supports and explains reasoning for decisions; includes appropriate people in decision-making process; makes timely decisions.

 

Drive & Initiative - Focuses on results and desired outcomes and how best to achieve them; sets ambitious goals for self and/or others and tackles them with enthusiasm; initiates and generates activity, makes things happen quickly; self-starting, works under own direction; persists in spite of obstacles, finding appropriate solutions; looks for opportunities to progress work faster; undertakes self-development activities; seeks increased responsibilities.

 

Cost Consciousness - Works within approved budget; develops and implements cost saving measures; contributes to profits and revenue; conserves organizational resources.

 

Ethics - Treats people with respect; keeps commitments; inspires the trust of others; works with integrity and ethically; upholds organizational values.  Complies with all Company policies and procedures including those pertaining to environmental health and safety (EH&S); determines appropriate action beyond guidelines; reports unsafe conditions.

 

Communication – Writes & Speaks clearly and persuasively; listens actively and seeks clarification; asks appropriate questions; able to effectively present and discuss views and ideas; adjusts style and language to meet the needs of audience; shares relevant information; gives constructive feedback to others and is open to receiving feedback.

 

Problem Solving – Understands and able to break down complex or diverse information; gathers and processes data to identify problems, draw conclusions and propose solutions; able to consider different options and alternatives and make appropriate recommendations; works well with others to resolve problems and implement solutions; uses reason even when dealing with emotional topics.

 

Planning/Organizing - Prioritizes and plans work activities; uses time efficiently; plans for additional resources; sets goals and objectives; organizes or schedules other people and their tasks; develops realistic action plans.

Regional Specific Job Information (if applicable)

Overview of Ipswich Parts

The Ipswich department is comprised of two groups: parts and service team. The two teams are primarily the inside interface for all customer parts and service enquiries for both nuclear and commercial.  The sizes of the teams vary depending on the market conditions and will be staffed accordingly to support the business objectives.