FS Service Manager

Position Summary: This critical role is responsible for the management of field personnel within the Foursight Solutions team, keeping them informed of upcoming work and ensuring the team adheres to policies and procedures. Additionally, this role will coordinate our call center using the tools in place within the department, namely Expert Connect. 

1. Manage Field Activities
   1. Coordinates schedules with field personnel, ensuring customers are taken care of in a timely manner
   2. Ensures assigned staff complete all required training as mandated by our suppliers
   3. Handles overflow field issues and inserts him/herself into issues when staff is occupied
   4. Escalates unresolved issues to our manufacturers using their defined procedures, and supervises the issue until resolution
   5. Ensures company vehicles assigned to the field team are kept in good condition and well maintained
   6. Ensures assigned truck inventory is accurately tracked in cooperation with the Product Support Manager
   7. Monitors recovery of vehicle costs and works to manage positive margin contribution
   8. Manages WIP effectively ensuring WIP is minimized at all times
   9. Maximizes productivity of our field personnel
   10. Oversees job codes in place for standardizing of jobs within the field team
2. Manage Call Center
   1. Ensures Expert Connect is utilized by all field personnel; for managing, triaging, and communicating with customers
   2. Actively engages with support tickets in Expert Connect to make sure a database of issues/resolutions are created, by properly categorizing and tagging tickets
   3. Assigns tickets to field personnel as tickets are created, utilizing strengths of individuals to ensure customer issues are resolved as quickly as possible
   4. Generates reports demonstrating call activity as a means of generating service revenue
   5. Accurately reports call center metrics (Time to Close, Billing, Calls by Tech) monthly
3. Manages Support Agreements 
   1. Ensures final system inspections are performed for each system covered by an agreement
   2. Manages support agreement tags
   3. Actively calls customers to renew support agreements 
   4. Schedules customer training offered via support agreements

1. Regularly move from seated to standing position
2. Ability to climb and descend stairs while carrying objects weighing up to 75lbs
3. Work with distractions and rapidly adapt to change
4. Mists, fumes and non-continuous noises of varying sound level and intensities
5. Heavy dust from job site conditions 

1. Experience with construction technology such as grade control and/or drones
2. Mechanical experience as technician or similar role
3. Comfortable working in and around heavy equipment
4. Proficient with Microsoft Office
5. Ability to drive company vehicle without restriction

Req# 1851

Req Expires:  04/03/2026