The Weir Group PLC

Returning Candidate?

2018-18292

2018-18292

Title 
Customer Service Manager/Field Service Engineer
Posted Date 
4/16/2018
Job Location 
US-CA-Fresno
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

Under the general direction of the Vice President of Operations, responsible for the overall planning, direction, supervision and strategic alignment of the Company Customer support areas: Project Management, Field Service and Customer Service.  

Objectives & Measurement - Key Responsibilities

 

Essential Functions

  • Is responsible for hiring and terminating of staff.   Responsible for performance reviews and development of staff.
  • Responsible for leading strategic activities designed to meet customers’ needs.
  • Collaborate with management team to identify opportunities for improvement and ensure alignment of Company operating plan and base strategies.
  • Establish priorities within all teams (i.e, project management, field service and customer service) to support Company goals.
  • Review and analyze team objectives and performance to make sure they’re in line with customer/company needs.
  • Proactively manage potential issues. Provide routine analysis and reporting to the Executive team.   

Supervisory Responsibilities

  • Provide direction and oversee the day to day aspects of the Customer Service and Project Management teams who liaise with all internal and external customers.
  • Ensure compliance with established procedures. Capture changes in processes resulting from business and customer needs and review, revise and train personnel to maintain effective operations in the group. 
  • Define and delegate authority of subordinate personnel and provide for their training and development to increase staff competence, individual achievement and meet the objectives of the Company utilizing participative management and employee involvement techniques.
  • Complete personal development plans and subsequent performance appraisals for all employees under management.
  • Ensure accurate and timely services and communication are provided to internal and external customers.
  • Make use of Group’s best practices specific to the Company customer support areas and structure/develop processes to implement such practices.
  • Responsible for managing the life cycle of projects and meet customer expectations.
  • Oversee the “At Customer” process and meetings to ensure all milestones completed in a timely manner
  • Manage process to survey customers, compile responses and collaborate with sales and marketing to identify and implement processes to improve customer satisfaction
  • On-time completion of targeted objectives. Meet deadlines with management reporting

Field Service Engineer Responsibilities

  • Perform supervisory services for installation and start-up of Weir Floway, Inc. to customers/end users
  • Diagnose system or equipment problems
  • Analyze data relative to system or equipment problems and provide technical response
  • Handle call-in inquiries for technical questions: installation, systems, service
  • Communicate and recommend to management information critical to customer service, product performance and suggestions for improvements.
  • Monitor and update all orders scheduled for start-up services.
  • Properly identify each Field Service issue by creating a Field Service Report.
  • Work with Quality Assurance Manager to ensure Field Service Reports are completed on time and with comprehensive root cause analysis to eliminate reoccurrences.
  • Responsible for resolving problems and where necessary, receive direction from VP of Operations and VP of Sales and Marketing to successfully close warranty issues.
  • Observe ISO 9001/14001 and OSHAS 18001 safety requirements. Ensure that all subordinates are trained in the Company’s Injury and Illness Prevention Program, are provided all necessary personal protective equipment and follow all safety requirements. Ensure that all subordinates are familiar with and follow ISO 9001 procedures and appropriate documentation.
  • This job description reflects management’s assignments of essential functions; it does not prescribe or restrict the tasks that may be assigned.

Job Knowledge / Education and Qualifications

Minimum Qualifications:

  • Minimum BS degree required (Engineering) or equivalent experience.
  • Minimum 3 years experience in Project Management and Engineering. 

Preferred Qualifications:

  • Excellent oral and written persuasive communication and presentation skills.
  • Skilled in use of Power Point and Microsoft Office Professional.
  • Skilled at problem resolution
  • Good analytical, decision-making, and conflict resolution skills
  • Resilient, resourceful and responsible
  • Ability to interpret an extensive variety of customer specifications and requirements
  • Ability to communicate, inspire and influence

 

Core Competencies

Analytical - Synthesizes complex or diverse information; collects and researches data; uses intuition and experience to complement data; designs work flows and procedures.

 

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 commitments.

 

Teamwork - Balances team and individual responsibilities; exhibits objectivity and openness to others' views; gives and welcomes feedback; contributes to building a positive team spirit; puts success of team above own interests; able to build morale and group commitments to goals and objectives; supports everyone's efforts to succeed.

 

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

 

Dependability - Follows instructions, responds to management direction; takes responsibility for own actions; keeps commitments; commits to long hours of work when necessary to reach goals; completes tasks on time or notifies appropriate person with an alternate plan