The Field Service Manager at Okuma America Corporation is responsible for managing technicians for both internal and external service functions including but not limited to installation, troubleshooting, and maintenance of Okuma equipment and technology to ensure proper function and maximize uptime. This role provides high-level technical support and project guidance to grow the service team's ability to serve beyond the distribution network's capability.
The identification of Essential Job Functions does not display an exhaustive list of all duties that may be assigned to this position, nor does it restrict the related work that may be assigned to this position. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
Essential Job Functions & Responsibilities
Oversee day-to-day operations of field service personnel
Work with the Service Coordinator to schedule technicians to dispatch in timely manner
Promote continuous training, documentation, and upskilling opportunities among team members to drive efficiency and continuous improvement
Collaborate with organizational peer group across the organization in the areas of service, sales, engineering, operations, automation, etc to ensure the success of internal and external initiatives, cases, events, and projects
Reviews various service reports to monitor employee and service performance
Strategize on opportunities for departmental growth and improvement
Manage critical customer issues with corporate mission-mentality, maintain quality case/reports, and mediate between distributor and customer as needed to ensure customer issues are satisfactorily resolved
Participate in departmental and organizational meetings
Work with the service team to provide technical support to distribution network and customers
Mentor field service technicians who are in need technical advice
Maintain partnership with distributor service management peers
Adheres to all company employment policies and safe practices
Performs other duties as assigned and explores opportunities to add value
Qualifications
Experience/Training/Education
Associates Degree in Manufacturing Engineering, Machine Tool Technology, Business Management, and / or Trade Schooling (Bachelor's degree preferred)
Strong manufacturing background including mechanical, electrical, and process determination
Understanding of tooling specifics, cutting practices, raw material familiarity, and Statistical Process Control (SPC)
5+ years experience with Okuma or common competitor types of equipment
Basic Industrial Control System Knowledge (PID)
Managerial experience with larger team
Knowledge/Skills/Abilities
General:
Must effectively prioritize and manage multiple responsibilities
The individual must be able to work independently and take ownership of their work product
Technical:
Microsoft Office knowledge including Word, Excel, PowerPoint, Outlook, Teams, and PowerBI
CAD/CAM
Communication:
Excellent verbal and written communication skills, as well as exceptional listening skills
Exceptional ability to speak and write effectively in a business environment
Exceptional ability to ask necessary questions
Math & Reasoning:
Ability to define problems, collect data, establish facts, and draw valid conclusions
Ability to carry out instructions furnished in written, oral, or diagram form
Ability to manage multiple projects simultaneously and willingness to adapt to change and take initiative
Physical and Environmental Elements
Physical Demands:
Ability to sit continuously for over 3/4 of normal work shift, and stand, walk, and reach with hands and arms for at least 1/4 of the normal work shift
Ability to lift and carry, push, or pull up to 10 pounds
Ability to stoop, crouch and reach
Ability to talk or hear continuously
Ability to see clearly to do all work-related tasks (clear or corrected vision at 20 inches or less)
Finger dexterity is required frequently for over 3/4 of the normal work shift including operating a phone, computer/ electronic equipment
Work Environment:
Position is typically performed in the office environment with standard equipment and moderate noise levels (examples: computers, printers, fax, copiers, light traffic, and phone)
Position will occasionally require travel by both car and plane. This role may require spending time at various customer sites, which may be subject to varying work environments
Position will occasionally interact with the production/warehouse environment. Thus, the employee may be exposed to an open warehouse area where temperatures may be subject to outdoor conditions in terms of cold and heat. There is exposure to various tools and equipment as well as forklift operations and corresponding noise levels
Special Requirements
Ability/willingness to travel nationally (40% - 50%)
Maintain annual OSHA safety certifications as required by job duties
Valid driver's license and driving record that is insurable
Company Description
Okuma America Corporation is the US based affiliate of Okuma Corporation, a world leader in the development of computer numeric controls (CNC) and machining technology, founded in 1898 in Nagoya, Japan. Okuma is known for its technology leadership and world-class manufacturing, product quality and dedication to customer service. Okuma products are used in the automotive, aerospace and defense, construction and farming equipment, oil and energy, medical, mold and die, and fluid power industries.
Okuma America Corporation is the US based affiliate of Okuma Corporation, a world leader in the development of computer numeric controls (CNC) and machining technology, founded in 1898 in Nagoya, Japan. Okuma is known for its technology leadership and world-class manufacturing, product quality and dedication to customer service. Okuma products are used in the automotive, aerospace and defense, construction and farming equipment, oil and energy, medical, mold and die, and fluid power industries.
Seniority level
Mid-Senior level
Employment type
Full-time
Job function
Other
Industries
Machinery Manufacturing
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