City:
Pittsburgh PA,Cleveland OH,Chicago IL,Dallas TX
Company name:
Leybold USA Inc
Date of posting:
May 21, 2025
Mission/Purpose of the job: As the Field Service Supervisor, you will lead a diverse team to achieve annual business goals for revenue & gross profit aligning with regional and global services strategies. Coordinate the planning, scheduling, and prioritization for all field repairs and keeping contractual commitments for all customers under service agreement. Utilize KPI's to monitor FSE utilzation and productivity, as well as work with the TAC team and product company to focus FSE training activities that will facilate growth to meet balanced customer support and business needs. Main Responsibilities:
Oversee activities including hiring, recommending staffing levels, coaching, motivating, and conducting annual staff reviews. Foster an inclusive environment where all team members feel valued and supported.
Coordinate daily field service demands by appling the appropriate resources to meet those demands. Balance work load to assure efficiency, productivity, and stability in the work force to meet customer expectations.
Supervise and develop the FSE team for optimal resource utilization, quality of work, effective documentation, and timely reporting as required by our information management systems; Innosoft and SAP.
Ensure the FSE team has the required tools and parts associated with each schedule service request to ensure there is timely closure of jobs to facilitate the contribution of the FS revenue to the overall service financial goals.
Oversee customer requests for on site service are responded to in a timely manner, keeping the assigned account manager aware of opportunities via direct contact and through C4C.
Develop and implement service contract scheduling strategy to assure all contractual commitments are fulfilled during the contract period.
Develop, generate and provide strategic analysis reports (with focus on reason for variance deviation between planned and actual) of set Key Performance Indicators.
Review repair details from the technicians for accuracy and content when needed.
Coordinate with the STC Failure Analysis Engineer (FAE) to develop supporting documentation for warranty denial & failure analysis reports. Communicate findings with the Leybold Sales team,(i.e., written reports, and photos)
Monitor and report on BI VTS's filed servi ce KPI's, escalate when needed or as requested by management.
Physical Demands and Work Environment: While performing the duties of this job, the employee is regularly exposed to work near moving mechanical parts and outdoor weather conditions. The employee is frequently exposed to fumes or airborne particles. The employee is occasionally exposed to work in high, precarious places; toxic or caustic chemicals; risk of electrical shock and vibration. The noise level in the work environment is usually loud. While performing the duties of this job, the employee is regularly required to sit, stand, walk, use stairways to climb to multiple floors within office building, and talk or hear. The employee is occasionally required to use hands and fingers to type or dial, climb or balance, stoop, kneel, crouch or crawl, and reach with hands and arms. The employee must occasionally lift and/or move up to 25 pounds. This position requires frequent computer use. Specific vision abilities required by this job include close vision, color vision, distance vision, depth perception, and ability to adjust focus. This position requires occasional frequent travel for 30% of the position, often overnight or multiple days. Scope of the Job:
Geographical scope of the role: Domestic, Regional, and some international
Interaction skills required for the role: effective communication with direct reports, planners, tech support teams, sales teams, and customers
Internal Factors
Team Dynamics and Performance: The efficiency, skills, and collaboration within the team directly impact the supervisor's effectiveness.
Resource Availability: Access to tools, vehicles, equipment, and technology is crucial for managing field operations smoothly.
Company Policies: Internal policies, including protocols for safety, customer service standards, and escalation procedures, play a key role.
Leadership Support: Guidance and backing from senior management can empower a Field Service Supervisor to tackle challenges effectively.
Training and Development: Opportunities for growth and skill enhancement ensure the supervisor stays updated on industry trends and practices.
External Factors:
Customer Expectations: Clients may demand quick response times, customized services, or high-quality support, shaping the supervisor's priorities.
Industry Competition: Competitors can drive changes in service delivery strategies, technology adoption, and overall efficiency.
Regulatory Compliance: Local, state, or federal regulations related to safety, labor, and environmental standards must be adhered to.
Technological Advancements: Emerging technologies, such as field management software or information systems such as SAP and Power BI, can enhance operations or demand adaptation.
Weather and Geographical Conditions: External physical conditions can impact schedules, travel, and overall productivity in field operations.
Pattern of work cycle: Planning workload is critical as weekly workload oversight must be aligned for effective utilization and attaining target profitability. Daily interaction with FSE team and VTS support team to ensure reported service information is accurate and timely to keep KPI's current and correct.
Money Measures: Service order profitability including negative margin reviews used to analyze service orders that do not meet profitability targets. Review of demand service and service agreement quotes prior to sale are done to minimize negative margin service orders; detailed reports are expected for all negative margin service monthly.
Non-Money Measures: All KPI's via VTS PowerBI are to be monitored to maintain a safe, productive, and profitable field service team.
People
The number of people reporting to the role: 8 currently
The number of people/functions to whom a service is provided: service for installed base, support the Systems group with commissioning and technical support, Service Admin, and Sales teams.
Skills/Knowledge/Experience: Education level:
Relevant Previous experience:
5 years of experience working with a technical product.
Project management experience is desired
Individual must be self-motivated, and results driven
Knowledge areas/Skills:
Ability to analyze data and influence improvements
Strong MS Office skills (i.e., Excel); SAP is a plus
Excellent oral and written communication skills and strong interpersonal skills
Other requirements:
In Return We Offer you:
We believe there is always a better way. Open for change and feedback is what defines our culture.
We support you on your journey: individual learning opportunities, world-wide job opportunities or technical training from our academy.
The safety and well-being of our employees is important to us, which is why we set high standards for your workplace safety.
We offer a competitive compensation package (Relocation Assistance, Medical, Dental, Vision, Vacation, Sick, Holiday Pay, 401k, Paternal and Maternal leave, relocation assistance, short-term and long-term disability and more)
Compensation: The starting salary for this role differs based on the employee's primary work location. Employees typically do not start at the top of the range, though compensation depends on everyone's qualifications. Location Based Pay Ranges: $68,640 - $102,880 in this state: Illinois LEYBOLD USA INC. is an Equal Opportunity Employer - M/F/Disabled/Veterans #UUY #LI-Remote About Leybold Leybold employs people on four continents. Many of them have a scientific or technical focus. Their knowledge, creativity and experience are essential for our success.
The demands of the high-tech industry and the cultural diversity in our globally active company also contributes to an attractive and stimulating working environment at Leybold. Technical knowledge is important to us, as are personal soft skills and the willingness to work in international project teams.
Leybold is part of the Vacuum Technique Business area of the Atlas Copco Group. The Group's sustainable approach also determines our visions and values. A wide range of training and further education programs are available, to enhance technical know-how and systematically expand skills. Because only great ideas accelerate innovation.
|
Atlas Copco North America LLC
maternal leave, 401(k), relocation assistance
May 22, 2025