Field Service Manager

Lincoln Electric Cutting Systems, a subsidiary of Lincoln Electric, is the manufacturing headquarters for both Torchmate® and Vernon Tool® branded product lines. We manufacture CNC plasma cutting machines for two distinct applications: pipe profiling (Vernon Tool), and plate cutting (Torchmate).

Req. ID: 22802 

Lincoln Electric is the world leader in the engineering, design, and manufacturing of advanced arc welding solutions, automated joining, assembly and cutting systems, plasma and oxy-fuel cutting equipment, and has a leading global position in brazing and soldering alloys. Lincoln is recognized as the Welding Expert™ for its leading material science, software development, automation engineering, and application expertise, which advance customers’ fabrication capabilities to help them build a better world. Headquartered in Cleveland, Ohio, Lincoln has 56 manufacturing locations in 19 countries and a worldwide network of distributors and sales offices serving customers in over 160 countries. For more information about Lincoln Electric and its products and services, visit the Company’s website at https://www.lincolnelectric.com.

Job Summary

The job consists of leading our Service team in providing customers with onsite installation, end user training, troubleshooting equipment and resolving issues on service calls.  The ideal candidate will have previous supervisory experience, is well organized, is a motivator and can communicate with others.

Essential Functions

• Prepares and administers an annual operating budget for the service department.
• Forecasts goals and objectives for the department and strives to meet them.
• Hires, trains, motivates, counsels and monitors the performance of all service department staff. 
• Directs and schedules the activities of all department employees.
• Holds weekly department meetings.
• Set reportable metrics to measure and maintain performance and health of the company's service department
• Attends managers meetings.
• Directly supervise the Service Technician staff; employee development; personnel evaluations
• Facilitates and/or conducts technical training and sends employees to appropriate training programs as needed.
• Accounts for all documents; ensures that none are missing, and all are processed correctly.
• Prepares pricing guides and maintenance menus for service activities.
• Maintains a professional appearance.
• Delegates and directs service tasks, monitoring the progress of current projects, and managing service team members to ensure the team's objectives and sales goals are met.
• Handles customer complaints or concerns quickly and professionally to maintain good customer relationships and ensure repeat customers.
• Manage customer escalations that require immediate attention and resolution
• Service Level Agreement (SLA) knowledge to guarantee proper and professional support parameters
• Evaluate and validate Service staff to insure maximum coverage, effective, productive use of time and resources for all employees
• Develops documented procedures for all aspect of the technical department
• Develops and implements actions to drive high engagement of team members
• Coordinates service to customers to ensure efficient use of resources and maximize customer uptime
• Maintains strong relationships with manufacturers, dealers, and sales representatives.
• Helps to train new employees in company procedures.
• Maintains a strong working knowledge of industry regulations, restrictions, and laws, ensuring the company's adherence to these regulations, and remaining current on the industry's standards and new innovations, materials, tools, and processes.
• Develops a standard operating procedure handbook
  • Travels domestically and internationally for onsite training and installation of new equipment as needed
  • Supports all departments and confer with company personnel to ensure company policies are followed and company objectives are met
• Manages overall project plans and prepares and present status reports to organizational leadership

Qualifications

• Bachelor Degree in electronics technology or similar field; or equivalent 5 years of experience is preferred
• Prior supervisory experience in an industrial equipment manufacturing environment a plus
• Previous sales and management experience may be advantageous.
• 3D Solid Modeling / CAD experience is recommended
• Previous CNC machine experience highly preferred
• Must be able to travel domestic and/or internationally
• 3 to 5+ years supervisory experience
• Experience leading technical personnel in a design/manufacturing environment within an ERP environment
• High level of professionalism and integrity; uncompromising attitude toward safety, customer service and quality
  • Exceptional interpersonal, oral, and written communication skills including ability to communicate with customers and employees
  • Project Management experience
  • Strong analytical skills; creative problem solver; computer literate
  • Must be physically able to bend, stoop, climb, reach, lift 75 lbs, and stand/walk on concrete floors.
  • Computer literacy skills
• Ability to lead by example and supervise a wide variety of people with different personalities and backgrounds
• Experience developing and delivering customer and employee training programs
• Interact seamlessly with all levels of management within the company and customer companies
• Writes/conducts employee performance appraisals implements and maintains career pathing, mentoring and on the job training
• Perform whenever required commissioning, startup & preventive maintenance at customer site
• Ability to assess risk and minimize exposure or liability regarding client issues
• Provide onsite processing support to our corporate clients as needed
• Demonstrated ability to effectively lead large cross functional groups to obtain goals and superior results
• Proven track record in a successful business development of a service and support business
• Proven ability to manage teams/functions and projects
  • Significant understanding of business and business needs
  • Previous technical sales and/or service industry experience preferred

The Lincoln Electric Company is a government contractor that complies with the requirements of the Vietnam Era Veterans’ Readjustment Assistance Act of 1974 and requests priority referrals for protected veterans for our job openings.

Lincoln Cutting Systems does not accept unsolicited resumes from third-party recruiters.  Resumes submitted to any employee(s) of Lincoln Cutting Systems without a signed vendor agreement, by the Manager of Recruiting & Training, will become property of Lincoln Cutting Systems. Verbal or written commitments from any other member of The Lincoln Electric Company will not be considered binding terms. Lincoln Cutting Systems will not pay a fee to any third-party recruiter that has not coordinated their recruiting activity through the Recruiting Department.

EOE AA M/F/Vet/Disability
“Qualified applicants will receive consideration for employment without regard to their race, color, religion, national origin, sex, protected veteran status or disability”

Qualified applicants will receive consideration for employment without regard to their race, color, religion, national origin, sex, protected veteran status or disability.

Lincoln Electric is a $3.2B publicly traded company (NASDAQ) with over 11,000 employees around the world.  With operations in over 56 manufacturing locations in 19 countries, we are well positioned to continue this partnership and poised to grow with our customers. As a part of that continuing legacy, you will contribute to a new generation of innovation and experience the pride that comes with being part of the solution to the world’s challenges.  It is a great time to be part of the welding industry!

Lincoln Electric does not accept unsolicited resumes from third-party recruiters.  Resumes submitted to any employee(s) of Lincoln Electric without a signed vendor agreement, by the Manager of Recruiting & Training, will become property of Lincoln Electric.  Verbal or written commitments from any other member of Lincoln Electric will not be considered binding terms.  Lincoln Electric will not pay a fee to any third-party recruiter that has not coordinated their recruiting activity through the Recruiting Department.

Employment Status: Salary Full-Time 
Function: Customer Experience 
Section:  Lincoln Cleveland (US10) 

EOE, including disability/veterans