Field Service Supervisor

CIDAN Machinery Group is a global leader in the sheet metal machinery industry, with a strategy of being a one-stop-partner for many sheet metal fabricators. CIDAN Machinery Group offers an extensive line of sheet metal machinery for virtually every aspect of sheet metal working. When it comes to bending, rolling, cutting, and forming metal – we have the technology, innovation, and state-of-the-art equipment. With over 116 years in the sheet metal machinery industry, our team can help companies setting up shop layout, fulfilling orders, optimizing processes, and much more. Learn more about our business at https://cidanmachinery.com/us/

Position Summary

This position will be responsible for technicians commissioning and servicing sheet metal equipment. Providing our customer base with world-class aftermarket service. Developing our systems and processes to ensure the success of the aftermarket departments. As well as developing the skills and proficiencies of the team. This position requires a high level of accountability, drive, team building, as well as systems knowledge and an eagerness to learn and grow.

Field Service Supervisor Responsibilities

• Lead with professionalism, passion, adaptability, sustainability, and collaboration for Cidan Machinery.

• Lead and empower the Field Service teams to make decisions that promote their ability to act with a sense of urgency and respond to the needs of our customers in a courteous and professional way.

• Providing technical support to Field Technicians and escalating issues to internal teams or Factories when necessary.

• Assisting the Service Desk as issues are escalated, ensuring that adequate support is provided.

• Provide direct world-class aftermarket support to our customers both internal and external, communicating frequently, de-escalating situations, and developing strong relationships.

• Support scheduling efforts to ensure the correct tech to handle the assigned work is sent, continuous efforts are made with team training, and adequate desk support is maintained.

• Ensure all necessary administrative tasks are performed by the Field Service Technicians within your team. Service and Commissioning Protocols are thoroughly documented and submitted on time. Expenses meet company policy and expense reports are submitted on time. Technicians complete all necessary training and tasks on time.

• Build a training plan to achieve proficiency of all technicians on all machines within their respective teams, maintaining thorough documentation of training completed and status of skill level for each technician.

• Create and improve processes throughout the aftermarket team to further improve departmental efficiency.

• Ensure that all members of the aftermarket team are trained and encouraged to follow all processes related to compliance.

• Develop and utilize software to track and create KPIs, improving team performance and effectiveness.

• Work as a team as needed to help the organization grow

Field Service Supervisor Qualifications:

• ERP system knowledge.

• Good communication and problem-solving skills are required.

• Ability to effectively work with customers on service issues.

• Understanding and working knowledge of Lean principles.

• Skilled in Microsoft Office tools: Word, Excel, and PowerPoint.

• Able to establish and maintain interpersonal relationships and to develop and build teams Ability to read, analyze, and interpret technical data.

• Ability to write in a clear and concise manner.

• Ability to effectively present information and respond to questions.

• Able to establish and maintain interpersonal relationships and to develop and build teams.

Field Service Supervisor Requirements:

• Education: 2-year degree in engineering or other technical discipline.

• Experience: 2-3 years’ experience with field service management or other relatable experience.

• Strong communication and collaboration skills in customer-facing situations as well as internal relations.

• Strong problem-solving and analytical skills.

• Prior capital equipment industry experience is a plus.

• Willingness to travel as required (less than 15%).

Field Service Supervisor Benefits:

• Health Benefits

• 401(K) Company Matching Contributions

• Paid Vacation/PTO

• Flexible Spending Account

• Health Spending Account - Employer Contribution

• Life Insurance - Employer Paid

• Long-Term Disability - Employer Paid

• Professional Development Allowance

• Annual Profit Sharing