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Customer Service Manager in Ann Arbor, MI at Hire Road

Date Posted: 11/14/2018

Job Snapshot

Job Description

Field Service Manager
Ann Arbor, MI


Our client is an expert in development and manufacture of modules for automaton systems seeking an experienced, professional, and technically savvy Field Service Manager. The Field Service Manager will lead team activities within the USA and Canada territory and enhancing the team‘s skills to meet the goals of the Customer Service organization resulting in increased level of business and profitability for the Customer Service business unit.

Field Service Manager must have technical background

Field Service Manager Responsibilities:

  • Lead, manage and develop the Customer Service team within the USA and Canada territory
  • Defining the strategy and objectives of the Customer Service team; ensuring alignment with the overall company and global targets established
  • Manage the quoting, sales, execution, and personnel planning of the Customer Service organization
  • Participation in the definition of the USA and Canada Customer Service Strategy and its short and long-term planning
  • Lead decision-making on Customer Service issues
  • Ensuring a customer-oriented and efficient Customer Service process organization
  • Ensuring uniform price structures and quoting pricing in line with the market
  • Ensuring adequate delivery times for all products and services for the USA and Canada territory
  • Ensuring technical and professional competence in the Customer Service area
  • Assurance of 1st level support for the USA and Canada service area
  • Handle incoming calls from Customers, evaluate situation, deliver and/or plan support required
  • Manage incoming service reports and customer satisfaction
  • Review and approve time sheets and employee expense reports
  • Ensure project expenses are accurate and applied correctly to projects, along with requesting project invoicing upon job completion and cost postings
  • Develop, report, and present (as required) measurable Customer Service metrics
  • Other assigned responsibilities and/or tasks as required by the VP Customer Service and Operations

Field Service Manager Requirements:

  • Bachelor’s degree (B.A.) from four-year college or university in Engineering, Technology, or Mechatronics, or equivalent professional management or military training
  • Five or more years of related manufacturing automation, or equivalent combination of education, experience, and/or certification
  • Preferred: Strong relationship with customer contacts: production and maintenance departments


Choosing the Hire Road is about shared success, active and committed partnerships and relationships that last.  Hire Road is solely focused on connecting highly skilled professionals with leading organizations. We are a solutions-based, results-oriented staffing company specializing in a wide range of industry specific practices. To put it simply, we recruit, screen and hire talented people for temporary and full-time positions.

This classification description is intended to indicate the general kinds of tasks and levels of work difficulty that are required of positions given this title and should not be construed as declaring what the specific duties and responsibilities of any particular position shall be.  It is not intended to limit or in any way modify the right of any supervisor to assign, direct and control the work of the employees under her/his supervision.  The use of a particular expression or illustration describing duties shall not exclude other duties not mentioned that are of a similar kind or level of difficulty.

Equal Opportunity Employer