Field Service Manager - AZ001

WGNSTAR is a dynamic and growing company with a global footprint. Primarily focused on the semiconductor industry, we provide a platform for you to expand your career with knowledge gained on the job training, and tailored development. We know we need talented people like you that hold similar values, which is why we do not put limits on learning, development, industry, and personal growth. Start your path to a WGNSTAR career today!

Schedule: Monday - Friday 

The principal duties and responsibilities will be: 

• Promote customer satisfaction through timely response to customer calls, clear and effective communications with internal and external customers, and efficient installation, repair, and maintenance activities.
• Own service operational metrics, including but not limited to PM completion rates, inventory management, customer satisfaction scores, and overall cost controls.
• Develop and lead a highly effective service delivery team including development, staffing, training, and field service engineer effectiveness.
• Develop and execute the customer support strategy to maximize long-term customer loyalty.
• Partner with the sales and marketing team to build a collaborative, customer-focused relationship with our customers.
• Drive financial growth and profitability through active support of new equipment sales, installations, upgrades, contract revenue growth, and retention.
• Promote passion for continuous improvement, ensuring optimal installed base performance is optimal, and implement action plans for distressed sites.
• Provide cross-functional leadership for all escalations.
• Provide active support for region-wide, service deployment optimization initiatives and essential feedback in support of supply chain and education and training initiatives.
• Drive the adoption and utilization of remote service capabilities.
• Develop and manage an employee development strategy and ensure all field service employees have completed all requisite safety, technical, operational, and professional training requirements.
• Support the development and execution of field service employee performance management scorecard and review process.
• Maintain an inventory of field service employee qualifications and future training needs.
• Drive measurable improvements in core service delivery metrics including but not limited to: Planned Maintenance, Field Actions, Service Orders, Returned Material Authorizations, training completion, etc.
• Support quoting aligned with company approved margins.
• Provide customer billing and invoice support to finance as needed.
• Face of the company to all customer account managers.
   

Other compensation: We offer Benefits such as Medical, Dental, Vision, 401k, Paid Vacation, and Select Holidays, Overtime Opportunities, Compressed Work Week Schedules, On-site Facilities & Career Development Opportunities.

This job description is intended to convey information essential to understanding the scope of the job and the general nature and level of work performed by job holders within this job. But this job description is not intended to be an exhaustive list of qualifications, skills, efforts, duties, responsibilities or working conditions associated with the position.

WGNSTAR does not require assistance from Recruitment Agencies. Thank you.

The people who thrive most on our teams are those individuals who perform well in a team environment, enjoy interacting and engaging with several different stakeholders, adapt quickly to changing environments, and leverage their skills, quality, and knowledge to drive themselves and their teams towards continuous improvement and success.

Equal opportunities and Social Governance

WGNSTAR is an Equal Opportunity Employer, drug free workplace, and complies with ADA regulations as applicable.

WGNSTAR place an immense emphasis on equal employment, encourage diversity in the workplace, and apply an open-door policy for inclusion of all employees. Our diversity program encourages people from any gender, background, ethnicity, culture, education, and experience to join the company and more importantly build a career through employee development.

Through our wellness programs Globally, WGNSTAR ensures our employees and families have access to a full range of wellness services through our Employee Assistance Program (EAP). In the communities that surround our business operations, we support individual and group sponsorships for local sports and those that are vulnerable in society.