TITLE - Director of Field Service - Central Region.
Location - Kansas City, MO, United States
LEVEL - Senior
Note: Applicant must be resident of the USA or Green Card Holder.
VISA SUPPORT - No visa sponsorships supported
SALARY MAXIMUM - $150,000.00
SIGNING BONUS - No
BONUS DESCRIPTION - 15%
RELOCATION PACKAGE - Full
Must-Haves
- Strong organizational and proven leadership skills
- Must have experience managing projects with proven success
- 2+ years of field service experience
- Excellent customer service skills
- High technical and mechanical aptitude
Nice-To-Haves
- Engineering degree is a plus
- Prior experience as a Field Service Technician is highly valued
- Knowledge of safety practice
- Capital equipment experience
Incumbent must be located in the Kansas City area. When not traveling, the incumbent will be expected to work from the Kansas City Central Region office location.
Summary: Provide the highest quality, most responsive customer-driven service, and support, thereby advancing Multivac’s position in the food, medical, and consumer industries. Direct and coordinate customer service activities to install, service, maintain, and repair items sold, leased, or rented with service contract or warranty by performing the following duties personally or through direct reports. Ensure service calls and installation protocols are understood and enacted upon appropriately by all Field Service Technicians. The Central Region will include NE, KS, OK, IA, and MO.
Time Utilization: This position will travel up to 70% of the time. Schedule needs to be flexible to accommodate internal and external customers’ schedules. Willing to work outside normal business hours as the job dictates. Provide after-hours support as needed.
Essential Duties and Responsibilities include the following. Other duties may be assigned:
Understand commercial demands and circumstances, and execute appropriate strategies and tactics with dedication to meeting the requirements of all customers.
Actively participate in special projects as required by the V.P. of Customer Service. Manage changing priorities and diverse range of assignments.
Operate within annual expense budget and work to meet established regional revenue goals. Maintain utilization rate of greater than 90% of Field Service Technicians in the field.
Responsible for the selection of qualified associates, orientation, and training of staff reporting to the position.
Define, establish, and enhance the roles, goals, and responsibilities for all associates within the department. Ensure that all associates are effectively trained and skill sets match performance requirements. General and specific goals are assessed and reviewed on a consistent basis as a team and individually within the department.
Perform technical and developmental coaching with each Field Service Technician through regular travel in the field. Set expectation for Field Service Technicians and provide feedback. Provide timely direction and feedback to associates through the performance management process.
Ensure ongoing safety, compliance, and quality training of Field Service Technicians. Support Multivac Inc.’s quality and compliance policies and procedures, and enforce these guidelines to associates.
Remain current on trends affecting the industry and technology.
Qualifications:
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
Education/Experience:
Bachelor's Degree in mechanical or electrical engineering, or similar discipline and 2 years related experience in field service management; or equivalent combination of education and experience.
Language Ability:
Ability to read and interpret documents such as safety rules, operating and maintenance instructions, and procedure manuals. Ability to write moderately complex reports and correspondence. Ability to speak effectively before groups of customers or associates of the organization.
Math Ability:
Ability to work with mathematical concepts such as probability and statistical inference, and fundamentals of plane and solid geometry and trigonometry. Ability to apply concepts such as fractions, percentages, ratios, and proportions to practical situations.
Reasoning Ability:
Ability to solve practical problems and deal with a variety of variables in situations where only limited standardization exists. Ability to interpret a variety of instructions furnished in written, oral, diagram, or schedule form.
Computer Skills:
To perform this job successfully, an individual should be proficient in Microsoft Office, particularly Word, Excel, and PowerPoint. Working knowledge of ERP systems required.
Certificates and Licenses:
Current valid U.S. driver’s license and the ability to obtain a passport for travel as required by position.
Supervisory Responsibilities:
Directly supervises 3-20 associates on the service team. Carries out supervisory responsibilities in accordance with the organization's policies and applicable laws. Responsibilities include interviewing, hiring, and training associates; planning, assigning, and directing work; appraising performance; rewarding and disciplining associates; addressing complaints and resolving problems. Developing a team through coaching, counseling, and mentoring. Ensures effective communication within the department and that the service team follows up appropriately. Inspires confidence and energizes and motivates associates across functional teams.
Work Environment:
The work environment characteristics described here are representative of those an associate encounters while performing 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 associate is frequently exposed to work near moving mechanical parts and risk of electrical shock. The associate is occasionally exposed to wet or humid conditions (non-weather); extreme cold (non-weather) and extreme heat (non-weather).
The noise level in the work environment is usually moderate. Visits to customer plants can have loud noise levels.
Physical Demands:
The physical demands described here are representative of those that must be met by an associate to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
The associate must regularly lift and /or move up to 25 pounds, and frequently lift and/or move up to 50 pounds. Specific vision abilities required by this job include close vision, distance vision, peripheral vision, depth perception, and ability to adjust focus. While performing the duties of this job, the associate is regularly required to talk or hear. The associate is frequently required to stand; walk; sit; use hands to finger, handle, or feel and reach with hands and arms. The associate is occasionally required to climb or balance; stoop, kneel, crouch, or crawl.
Multivac Behavior Standard:
Maintain a positive work atmosphere by acting and communicating in a respectful manner with others at all times.
Screening Questions
- How much experience do you have managing field service technicians?
- Provide the target base salary, and total compensation package, you're seeking
- Describe any particularly relevant customer relationships, skills, or experience
- Share something you do to ensure that your team remains motivated, productive, and delivering high-quality service
- Why are you interested in this position?
- How much are you comfortable traveling? Are there any limitations or restrictions?
- Briefly describe your experience working on capital equipment in a field service capacity
Interview Steps
- Panel Virtual Interview: 6-7 Service Managers
- Phone Screen
- In-person interview: VP of Customer Service and members of the customer service team. Location: MULTIVAC USA: 11021 N. Pomona Ave. Kansas City, MO 64153
- Virtual interview: VP of Customer Service
Company Culture & Perks
Top-Tier Employee Rewards
Low-cost medical and dental premiums, through major carrier (company covers approximately 85%)
Immediate vesting in 401k match of 100% of first 3% of deferred compensation and 50% of next 4% of deferred compensation
Short- and long-term disability at no cost
Hybrid work model offered to most non-remote employees after initial 6mths of employment
PTO starts at 15 days and increases to 22 days at one-year anniversary
Basic Life and AD&D for employees and basic dependent life for eligible family members at no cost
Additional recognition and compensation available for special accomplishments through "Spot Award" program
Volunteer Time Off
MULTIVAC believes in the value of giving back. Each year, associates receive paid time off to use for their volunteer activities of choice. We all have the potential to make an impact and MULTIVAC encourages associates to use this time to serve their communities.
MULTIVAC Cares Foundation (MCF)
The Multivac Cares Foundation is the associate directed charitable foundation of MULTIVAC. Charitable funds are distributed by the MULTIVAC Cares Committee through three primary avenues: Associate Directed Grants, Matching Grants, and Committee Charities. MCF regularly partners with Ronald McDonald House Charities, Habitat for Humanity, Harvesters, Toys for Tots, among others.
On-Site Café
The MULTIVAC Café is a modern and spacious facility, providing associates the convenience of quality food at their fingertips, as well as a comfortable area to gather, or use as an alternative workspace when a change of scenery is needed. An on-site chef and staff serve freshly made breakfast and lunch items, associates can also order dinners-to-go for a family of four.
Employee Events Committee
The MULTIVAC events committee plans and hosts a wide variety of company-financed events throughout the year for associates and their families to enjoy.
About Multivac
As one of the world’s top suppliers of superior, proven packaging and processing solutions for a wide variety of foods, life science & healthcare products, and consumer & industrial goods, we work hard every day to develop solutions that increase our customers’ productivity, while minimizing equipment lifecycle costs.
Our full line solutions include packaging, meat processing, slicing, bakery, labelling & printing, inspection, automation, and film & materials. All MULTIVAC line solutions are supported by superior technical support & customer service including digital solutions, OEM spare parts & consumables, technical training, preventive maintenance, technical support, field service, and our exclusive preferred partner program.
Global Leader: The MULTIVAC Group has nearly 7,000 employees worldwide with over 80 subsidiaries represented on all continents. In our 60+ year history, we've designed and implemented over 50,000 automated packaging systems and lead the market with innovative packaging solutions, strategic consultation, technical design, digitalization and exceptional customer service.
Unmatched Local Service and Support: Established in 1987, MULTIVAC US is the #1 daughter company of MULTIVAC Global. In addition to the large, Kansas City based headquarters, which also hosts an innovation center, machine shop, and Multivac University (for employee and customer training), four additional regional offices provide customer support across the country,
Reliability: With nearly 60 years of German engineering and more than 115,000 machines installed worldwide, MULTIVAC has become the global leader in packaging equipment due to high outputs, minimal downtime, and long lifespans. Our new Smart Services program leverages Industry 4.0 technology, providing previously impossible levels of control, savings, and optimization.
Productivity: A global leader in reliability and productivity, MULTIVAC equipment is designed to perform consistently through rigorous production requirements. Any issues encountered are quickly addressed by a US-based team of trained, experienced technicians, to ensure maximum outputs are sustained. With over 8,000 active packaging machines in the US, and growth of more than 250 new machine sales annually, we’re known for both productivity and reliability.
Environmental Commitment:
As a member of the 50 Sustainability and Climate Leaders group, MULTIVAC is dedicated to promoting sustainability through responsible use of resources and energy. We strive to model effective leadership in the fight against Climate Change and have committed to reducing our production facilities’ carbon footprint by 20,000 tons over the next three years.
Benefits
- LIFE INSURANCE
- DENTAL INSURANCE
- VISION INSURANCE
- PAID TIME OFF
- WORK FROM HOME
- RETIREMENT
- MEDICAL INSURANCE
- OTHER
