The role of the FSM is to manage the day-to-day activities of a team of service technicians, supervisors, or other assigned direct reports, generally grouped by geographic territory for an established Marketplace. The FSM may make hire/discipline decisions, handle performance evaluations, and anticipate and respond to customer needs. The FSM is responsible for managing service P&L expenses and helping drive new revenue streams through billable service offerings and sales leads. FSMs work closely with the Call Center, Parts, and the Sales management team, under the leadership of the Director/VP, to ensure an effective and cooperative relationship for the Marketplace.
Manage the day-to-day activities of a team or teams of service technicians.
Develop and maintain the technical and customer service skills of the team.
Spend a minimum of 3 days weekly in the field with Supervisors/technicians evaluating technical and customer service skills, and providing development on a regular basis.
Work closely with Director/VP to ensure team meets Global service benchmarks.
Perform monthly coaching sessions, yearly performance reviews and development plans with each service technician on the team.
Hire techs as needed (either on own or with assistance from Director/VP, based on authority level set by Director/VP).
Handle any performance issues.
Ensure effective communication between techs, call center agents, parts, customers and other parties as appropriate.
Keep upper management informed of all customer services challenges and risks.
Provide Director/VP with timely, accurate activity reports.
Manage service P&L for successful Marketplace budget achievement during fiscal year.
Respond quickly and appropriately to all service personnel activity and/or results deviations.
Provide ongoing feedback from the techs and customers to the Director/VP.
Work effectively with other FSMs to ensure overall excellence in customer service, effective resource utilization, and an effective team environment.
Two-year college degree
At least 5 years successful experience as a service supervisor or manager in a technical capacity.
Demonstrated leadership skills including ability to lead work effectively, communicate effectively and provide feedback in an appropriate manner.
Excellent computer skills and understanding of network topology
Outstanding customer service skills
Strong oral and written communication skills
A valid drivers license with no driving restrictions (other than for corrective lenses)
ESI is an Equal Opportunity Employer, and maintains a drug-free workplace.
Electronic Systems, Inc. (ESI) delivers market-leading technology solutions, exceptional service and consulting expertise to businesses and...