Field Service Supervisor

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 materials 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 Electric is a $4.2B publicly traded company (NASDAQ:LECO) with over 11,000 employees around the world, with operations in 71 manufacturing and automation system integration locations across 21 countries and maintains a worldwide network of distributors and sales offices serving customers in over 160 countries.

 Location: Remote - Ohio - Fort Loramie, OH, United States (US)
Employment Status: Salary Full-Time
Function: Customer Experience
 

The Field Service Supervisor role is responsible for the consistency & quality of field service execution and development of the field service organization.

RESPONSIBILITIES

· Develop plans and align work and resources so that customer needs, contractual obligations, and service work is completed within appropriate timeframes and meets quality expectations.

· Work cross-functionally to develop improvements to service processes and drive organizational adoption of tools identified to increase efficiency and effectiveness.

· Collaborate with service leadership to develop service offerings that enables a shift in our business model from “reactive” to “proactive” and focuses on customer satisfaction and engagement.

· Develop and manage remote field service team(s) where potential business is high and where major customers are identified. Participate in development, measurement and driving of service KPIs.

· Includes direct people management responsibility including staffing and performance development.

· Provides constructive feedback, conveys performance expectations and may handle sensitive issues.

· Build and maintain relationships with internal and external business partners, including, Engineering, Operations, Order & Parts, Project Management, Sales, Training, Technical Support, teams.

· Solicit and apply customer feedback (internal and external) to drive continuous improvement.

BACKGROUND EXPERIENCE

· Recent experience in managing large remote employee-based territory

· Experience in resource planning and managing employee performance

· Strong written and verbal communication skills.

· Working knowledge of SAP or EPICOR

· Proficiency in Microsoft Office Suite

EDUCATION/TRAINING/EXPERIENCE

· Bachelor’s degree from an accredited college or university with a minimum of 5 years of related experience (OR a minimum high school diploma / GED with an additional 4 years of product management experience)

· Strong interpersonal and leadership skills.

· Team oriented

· Ability to work independently with little supervision

· Ability to adapt to a dynamic agenda

· Resourceful with strong problem solving

· Judgement when making decisions

· Demonstrated ability to analyze and resolve problems.

· Demonstrated ability to lead programs / projects.

PHYSICAL DEMANDS

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. While performing the duties of this job, the employee is regularly required to use hands to finger, handle, or feel and talk or hear. The employee frequently is required to stand; walk; reach with hands and arms; climb or balance; and stoop, kneel, crouch, or crawl. The employee is occasionally required to sit. The employee will frequently lift or move up to 75 pounds.

WORK ENVIRONMENT

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. The employee is exposed to moving mechanical parts. The noise level in the work environment is usually moderate.

Lincoln Electric is an Equal Opportunity Employer. We are committed to promoting equal employment opportunity for applicants, without regard to their race, color, national origin, religion, sex (including pregnancy, childbirth, or related medical conditions, including, but not limited to, lactation), sexual orientation, gender identity, age, veteran status, disability, genetic information, and any other category protected by federal, state, or local law.