Field Service Supervisor Jobs

Rotex is looking for a Field Service Supervisor to join our team in Cincinnati, OH. As a Field Service Supervisor you will be responsible for…
Supervising the field service activities for all Rotex product lines in North America (direct reports – field service engineers). The service department is responsible for visiting customers in the field to provide maintenance support and troubleshooting to machines in service, in addition to other services such as new machine start-ups, machine assessments, and training customers. From these visits, we recommend parts and service solutions to improve machine uptime, maintenance, and operation. The field service supervisor will own the service schedule and oversee the day-to-day activities of this group, as well as perform field service visits themselves. Additional tasks include troubleshooting customer issues via telephone, email and online meetings, developing spare parts quotes, order entry, and customer follow-ups. Customers are primarily located in North America, but occasional international travel to other countries might be required. This position will require an understanding of mechanical systems; an understanding of pneumatics and electrical controls is not required but also preferred.
What Rotex Offers You:

• Opportunities for development and advancement
• Competitive pay
• Comprehensive medical, dental and vision insurance, which includes MD Live, RX help center, Medical Advocate Program, company paid short-term & long-term disability, among others.
• Generous 401K Matching Program – 3% (base pay) automatic contribution + $.50 for each additional dollar saved on the first 6% of pay saved*
• A robust PTO policy with 20 days of paid vacation, 11 paid holidays, and 6 paid sick days!

What you’ll do:

• Oversee onsite parts removal, installation, and assembly.
• Own and maintain the field service schedule based on requested customer service dates and team members’ schedule/availability. Assign service visits to team members. Track and maintain service contracts.
• Perform timely customer follow-ups to ensure customer satisfaction and drive parts sales.
• Perform field service at customer sites including –
• Provide clear and detailed remote technical support via phone and email. Maintain a reasonable “on-call” status.
• Provide feedback to Rotex engineering and sales teams based on observations and feedback gathered in the field.
• Other duties may be assigned.
• Recommend parts and service solutions to improve machine uptime, maintenance, and operation.
• Troubleshoot machine downtime and provide recommendations for repair or improved productivity.
• Perform new machine start-up inspections and operations training.
• Provide written post-visit reports with a visit summary, observations, and recommendations.
• Track status of open items of team members including trip reports, parts quotes, and billing.

Supervisory Responsibilities
Directly supervises employees. Carries out supervisory responsibilities in accordance with the Company policies, the Code of Ethical Business Conduct and applicable laws. Responsibilities include interviewing, hiring, and training employees; planning, assigning and directing work; appraising performance; rewarding and disciplining employees; addressing complaints and resolving problems.
Basic Requirements:
Education

• Associate’s Degree in Engineering or related field; and a minimum of 5 years related mechanical engineering/maintenance experience; or equivalent combination of education and experience.
• Ability to travel 30-50% of the time.
• Intermediate knowledge and experience with Microsoft Office, particularly Word, PowerPoint, and Excel, and Outlook.

Skills/Experience

• Ability to read machine prints required
• Ability to clearly communicate about technical topics in writing (e.g. email, trip reports, etc.), as well as on phone and in person
• Mechanical troubleshooting experience required. Pneumatics/electrical controls also preferred.
• Supervisory experience preferred
• Ability to travel domestic and international required

Great to Haves:

• Analytical and Decisive: Uses logic and insight to solve difficult problems and create effective solutions; uncovers hidden problems; is excellent at analysis; looks beyond the obvious and seeks root cause of problems; makes decisions in a timely manner.
• Customer Oriented: Understands and meets the expectations and requirements of internal and external customers; gets firsthand customer information and uses it to meet customers’ needs by providing the highest quality products and services; acts with customers in mind; develops effective relationships with customers and gains their trust and respect. Clearly communicates the customer role in developing systems required to meet user needs and the importance of user involvement in the systems development process.
• Action/Results Oriented: Achieves high level, sustainable performance and results; is bottom-line oriented; steadfastly pushes self and encourages others to grasp ownership for achieving timely, quality, agreed upon results; is highly energetic; not fearful of acting with less than complete data and planning; seizes opportunities and acts upon them; displays a sense of urgency.
• Experience with Microsoft CRM preferred
• Basic knowledge of Solidworks (3D) and AutoCAD (2D) or similar platforms preferred

Travel
Employees must be able to travel 30-50% of the time.
Physical Demands:
To perform this job successfully, the physical demands listed are representative of those that must be met by an employee. 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 sit, stand, walk, use hands to handle and feel, reach with hands and arms, talk and hear. The employee may occasionally be required to crouch. The employee may occasionally lift items as heavy as 25lbs. Specific vision abilities may include the employee’s ability to see near and far distances.
Who we are:
Rotex pioneered the dry separation industry and grew to become a global manufacturer of industrial separation equipment, becoming a subsidiary of Hillenbrand, Inc. in 2011. Rotex now sets the standards for maximizing yield and minimizing waste for a host of Fortune 500 companies in processing facilities around the world.
The Rotex story of superior separations starts with the people who work here. Our associates are our number-one asset; this fine group of people helped Rotex expand from a regional Cincinnati company to a strong global competitor. And we’re not done yet. We’re always looking for great people to add to our story and to help us write the next chapter in our history.
Rotex is an operating company of Hillenbrand. Hillenbrand (NYSE: HI) is a global industrial company that provides highly-engineered, mission-critical processing equipment and solutions to customers in over 100 countries around the world. Our portfolio is composed of leading industrial brands that serve large, attractive end markets, including durable plastics, food, and recycling. Guided by our Purpose — Shape What Matters For Tomorrow™ — we pursue excellence, collaboration, and innovation to consistently shape solutions that best serve our associates, customers, communities, and other stakeholders. To learn more, visit: www.Hillenbrand.com.
EEO: At Hillenbrand we strive to build a diverse workforce through equal opportunity employment that embraces and leverages the differences each individual has to offer. Equal Employment Opportunity/ Affirmative Action Employer of minorities/females/disabled/veterans.
DISCLAIMER: The above information on this job description has been designed to indicate the general nature and level of work performed by the employee within this classification. It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities and qualifications required of any employee assigned to this job. Nothing in this job description restricts management’s right to assign duties and responsibilities to this job at any time.