Regional Field Service Manager

AOS/Ashland City, TN

A.O. Smith is a global leader applying innovative technologies and energy-efficient solutions to products manufactured and marketed worldwide. The company is one of the world’s leading manufacturers of residential and commercial water heating equipment and boilers, as well as a manufacturer of water treatment products for residential and light commercial applications. A. O. Smith is headquartered in Milwaukee, Wisconsin, with approximately 12,000 employees at operations in the United States, Canada, China, India, Mexico, the Netherlands, and the United Kingdom.

Primary Function

Regional field service management responsibility which includes but not limited to:  Alignment with regional sales managers to provide localized service support, customer site visits, defusing tense situations, application evaluations, contracted service provider relationships and recruitment, on the job training for contracted service providers, start-up and commissioning of product, field conversions, quality and engineering liaison regarding product issues, manufacturing and product engineering field support, and new product development and reliability projects.

This is a fully remote position, but to effectively serve our client base, candidates must reside within either the Northwest or Southwest regions of the United States. 

Responsibilities

• Travel 80% to support and maintain assigned region.
  • • States include - NM, AZ, CA, CO, ID, UT, NV, WY, MT, WA, HI, AK and OR.
• Aligned with Regional Sales managers to provide localized service support
• Direct investigation of customer complaints regarding quality, tolerances, specifications, and delivered condition of products.
• Maintain customer relationships during customer investigations.
• Recruit, train and sustain contracted service providers for adequate service coverage in the market
• Work closely with National Service Department to develop and maintain the service provider network.
• Access training needs, skill levels and identify training opportunities for service providers.
• Maintain relationships with Reps and provide clear guidance on company policies, processes, and procedures.
• Negotiate validated labor claims with Reps & non-CSP’s  
• Communicate with manufacturing, quality assurance, sales, and engineering to resolve customer complaint issues.
• Record, analyze, and inform concerned associates of production quality assurance, and sales departments of status and disposition of customer complaints and claims.
• Utilize interpersonal skills to communicate professionally at all levels within the operational customer / supplier environment.
• Provide written technical engineering reports of projects that incorporate the complete understanding of an integrated Water Heating System. 
• Provide technical and service assistance to Company customers via telephone contact.
• Perform field service on all Company products as required.
• Assist in preparation of Technical Service Bulletins to provide product related information to the field.
• Mentor and develop new Field Service Engineers/technicians.
• Provide site inspection, start-up and conversion coordinator back up as needed.
• Utilize statistical tools and techniques to analyze product and component field failures and warranty data to report recommendations.
• Provide VOC data and work with our product engineering department for reliability testing and new product testing.
• Participate with reliability engineering to identify test sites, assist in monitoring and reporting test data for the projects.
• Actively participate in corrective and preventative action teams across the business.  Serve as a liaison with customers to assure prompt responsive action to any quality issue as necessary.
• Develop, sustain, and continuously improve field service engineering processes to assure the quality of service to the customer. 
• Assist Legal Dept and Risk management on claims and site evaluations

Qualifications

• Bachelor's Degree in related field.  Will consider those with an associate degree in technical related field and equivalent experience.
• 5+ years related work experience
• 5+ years HVAC/Plumbing/Mechanical related experience  
• Trade Certification, such as Certified Quality Engineer, EPA608, NATE preferred
• Proficiency with computers and programs, specifically Microsoft Office software, SalesForce, SAP.
• Proficient customer service experience.
• Demonstrated experience in Electrical or Mechanical aptitudes, and HVAC systems.   
• Demonstrated experience in Control Systems (PLCs) and Building Integration Systems preferred.
• Possess a general understanding of local, state, and national codes / regulations.   
• Ability to solve practical problems and deal with a variety of concrete variables in situations where only limited standardization exists.
• Ability to work independently and as a team to meet deadlines and goals.
• Demonstrated comprehension of electrical systems, low voltage, high voltage, single and three phase systems.
• Demonstrated comprehension of gas supply systems (Natural / Propane) and regulation.
• Demonstrated comprehension of #2 fuel oil and delivery systems.
• Demonstrated comprehension of water supply systems, pressure boosting systems, regulation, piping scenarios, etc.
• Demonstrated comprehension of HVAC and refrigeration systems

We Offer

Competitive base salary and comprehensive benefits plans which include medical and dental insurance, company-sponsored life insurance, retirement security savings plan, short- and long-term disability programs and tuition assistance.
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ADA Statement & EEO Statement

In developing this job description care was taken to include all competencies needed to successfully perform in this position. However, for Americans with Disabilities Act (ADA) purposes, the essential functions of the job may or may not have been described for purposes of ADA reasonable accommodation. All reasonable accommodation requests will be reviewed and evaluated on a case-by-case basis.

We consider all applicants for employment without regard to race, color, religion, gender, sexual orientation, national origin, age, disability, gender identity and expression, marital or military status. We also provide reasonable accommodations to qualified individuals with disabilities in accordance with the Americans with Disabilities Act and applicable state and local law.