Benning Power Electronics, Inc Hiring for Field Service Manager Job at Richardson, TX Full Time

Job Title: Field Service Manager

Reports to: Technical Director

Benning Power Electronics makes Uninterruptible Power Supplies (UPS), battery chargers, and backup power systems for some of the largest companies in the world in the chemical, telecommunications, and public transportation industries. We serve a niche market by providing high-reliability, customized solutions instead of mass-produced standard products. Our equipment is used in critical applications that cannot tolerate a loss of power. Benning is a global company based in Germany with offices in many countries; the US subsidiary located in Richardson, TX, is responsible for sales, engineering, manufacturing, and field service in the US, Canada, and Mexico.

The Service Department is responsible for helping customers with all issues that arise after their equipment has been delivered. The primary activities include the following:

• Responding to phone calls and emails from customers with requests for product information, help with problems, purchase of spare parts, etc.
• Field service technicians traveling to customer locations throughout North America to perform commissioning, preventive maintenance, upgrade, and repair of Benning equipment
• Receipt, repair, and return of removable components sent to us by customers

We are seeking someone to help us organize, manage, and grow the Service Department. Direct reports will include Service Coordinators, Field Service Technicians, and Repair Technicians.

Duties and Responsibilities:

• Ensure that all customer phone calls and emails are received, logged, tracked, and responded to in a timely and thorough manner
• Interact with customers to understand their problems, collect information, report progress, and create plans to solve their problems
• Develop a sufficient technical understanding of Benning’s products to manage the department
• Work with field service technicians, engineers, project managers, production personnel, accounting personnel, etc., to track down solutions to customer problems
• Plan, assign, and schedule field service technicians to perform work at customer locations and at Benning’s facility in Richardson based upon availability, suitability, and priorities
• Help with logistics such as safety training, background checks, access badges, special tools, etc.
• Ensure that customer Return Merchandise Authorization (RMA) requests are properly granted, processed in the Enterprise Resource Planning (ERP) software, received, tracked, repaired, returned, and billed
• Oversee the timely and proper repair of RMA equipment by repair technicians
• Supervise employees and ensure that they have proper technical training, follow departmental administrative processes, provide superior customer service, and have sufficient job satisfaction
• Review and approve employee trip reports, time sheets, and expense reports
• Maintain a calendar of all technician activities
• Ensure that all purchase orders and invoices are processed in a timely manner
• Engage customers to sell services and spare parts
• Establish strong working relationships with personnel at Benning’s headquarters in Germany in order to get help with technical questions, stay aware of new and obsolete products, etc.
• Manage the tools and equipment of the department

Qualifications:

• Bachelor’s degree or equivalent experience; Bachelor of Science in Electrical Engineering (BSEE) is strongly preferred
• Experience troubleshooting problems in electronic equipment; expertise in power electronic equipment such as Uninterruptible Power Supply (UPS), rectifiers, inverters, DC-DC converters, etc., is strongly preferred
• Willingness and ability to self-educate and understand the operation of Benning’s products in sufficient detail to manage the department
• Supervisory experience or demonstrated desire and ability to supervise with aptitude for coaching and developing teammate performance
• Able to manage a team of field service technicians by understanding the unique nature of their jobs, the effects on their personal lives, and the needs of our customers
• Strong organizational skills for tracking many different tasks and ensuring completion, helping as necessary
• Experience and aptitude for administrative work such as reviewing reports and processing invoices
• Highly motivated to create processes based upon your own ideas rather than following an existing program
• Able to work overtime when necessary to meet critical deadlines
• Excellent written and verbal communication skills to prevent contractual misunderstandings

The above is intended to describe the general content of and requirements for the performance of this job. It is not to be construed as an exhaustive statement of duties, responsibilities or physical requirements. Nothing in this job description restricts management’s right to assign or reassign duties and responsibilities to this job at any time. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Job Type: Full-time

Pay: $85,000.00 – $95,000.00 per year

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Employee assistance program
• Health insurance
• Health savings account
• Life insurance
• Paid time off
• Referral program
• Retirement plan
• Vision insurance

Schedule:

• Monday to Friday

COVID-19 considerations:
Vaccination is required

Work Location: One location