Astec Industries

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Manager, Field Service

Job Title

Manager, Field Service

Job ID

27757733

Location

Chattanooga, TN,

Other Location

Description

BUILT TO CONNECT

Astec is a global, environmentally focused infrastructure and manufacturing company specializing in asphalt road building and aggregate processing. Our mission is to design and build the most innovative products for the industries we serve, leveraging innovative solutions and technologies to serve customers worldwide.

ABOUT THE POSITION

The Field Service Manager is responsible for providing superior service to both internal and external customers of Astec. The Manager oversees the Field Service Technicians, ensuring that all Astec equipment operates efficiently, installations are correct, and equipment is used effectively.

LOCATION: Chattanooga, TN

Key Deliverables

• Evaluate the performance of the Service Department against planned objectives and based on reports from customers, the sales department, and competitors.
• Communicate patterns of production quality, setup problems, product failures, and recurring issues to engineering, field service, other product support, and company executives.
• Maintain a safe and productive work environment.
• Ensure the highest level of customer experience and satisfaction through effective communication both prior and post service work.
• Continually evaluate processes to ensure work orders are closed promptly.
• Keep field personnel well-informed of company policies, procedures, and updates.

Key Activities & Responsibilities

• Direct the Service Department in line with Astec policies, goals, and objectives.
• Collaborate as a cross-functional team player with other departments.
• Set performance goals and deadlines in alignment with the company's plans and vision.
• Organize workflow and ensure that employees understand their duties or delegated tasks.
• Monitor employee productivity and provide constructive feedback and coaching.
• Represent the department at management-level staff meetings.
• Participate in and assist with facilitating annual Astec Service School sessions, including Field Service Technician participation.
• Act as a liaison between Field Service Technicians and other departments to report field failures and/or unusual findings, determining methods to rectify deficiencies.
• Assist customers with equipment needs via email, phone, or other communication methods.
• Ensure timely and appropriate responses to all customer inquiries.
• Recommend stocking levels of commonly used parts to the Purchasing Department to adequately support Field Service Technicians.
• Develop and maintain document retention systems for easy reference of service-related documents.
• Update job knowledge by participating in educational opportunities.
• Focus on continuous improvement and documentation of processes and procedures.
• Promote and educate others on Astec's core values.
• Adhere to company policies, standards, and procedures at all times.

To be successful in this role, your experience and competencies are:

• Associate’s or Bachelor’s degree in management or a relevant field of study, or equivalent training and work experience, or a combination of education and experience deemed sufficient by management.
• Mechanically inclined, with skills to address hydraulic, electrical, and diesel engine systems and troubleshoot issues.
• Preferably with mechanical engineering courses or experience.
• Minimum of five (5) years of parts or service experience.
• Minimum of three (3) years of team management experience, including remote individuals and groups.
• Effective communication skills with customers of varying education levels.
• Strong problem-solving and team-building capabilities.
• Flexible attitude to accommodate variable time schedules and workloads.
• Proficiency in Microsoft Office Suite.

Supervisor and Leadership Expectations

• Field Service Technicians
• All Technical Service Representatives

Our Culture and Values

Employees at Astec embody the following values in their work:

• Continuous devotion to meeting the needs of our customers.
• Honesty and integrity in all business aspects.
• Respect for all individuals.
• Preserving entrepreneurial spirit and innovation.
• Prioritizing safety, quality, and productivity to ensure success.

WORK ENVIRONMENT

The manufacturing environment includes exposure to moving mechanical parts, machinery, tools, equipment, vibration, fumes, airborne particles, motorized vehicles, welding, machining operations, outdoor weather conditions, and risks of electric shock. Employees may occasionally face exposure to dirt, dust, toxic or caustic chemicals, and extreme temperatures. The noise level in the shop can be very loud, consistent with an industrial assembly facility, potentially requiring hearing protection. Reasonable accommodations may be made to enable individuals with disabilities to perform essential functions.

Equal Opportunity Employer

As an Equal Opportunity Employer, Astec does not discriminate based on race, creed, color, religion, gender (sex), sexual orientation, gender identity, marital status, national origin, ancestry, age, disability, citizenship status, veteran status, or any other characteristic protected by law or executive order.