Field Service Manager

Position Overview:

The Field Services Manager is responsible for the overall results, safety, and supervision of the Installation Technicians, Field Service Technicians, and Project Managers. The Field Services Manager ensures Service Team Members are skilled, knowledgeable and delivering products and services that meet the needs of HM Cragg and the customer including timeliness, quality, and safety goals and expectations. This Service team member provides business critical leadership, support, and oversight to HM Cragg Service Technicians and is a consistent advocate for the technicians for daily operations, training, mentoring, and career development.

Reporting Relationship: The Field Services Manager reports to the Director of Service

Responsibilities/Accountabilities:

Leadership Excellence

- Managers are expected to live and model HM Cragg's six Core Values, not just endorse them

- Safety First – Prioritizing employee and customer safety in all decisions

- Create and Innovate – Encouraging better ways of working and continuous improvement

- Serve Others – Leading with a service mindset toward customers and employees

- Strive for Excellence – Holding high standards for performance and quality

- Do What You Say – Demonstrating integrity, accountability, and follow through

- Together We Are Better – Fostering collaboration and teamwork

- HMCragg is a 100% employeeowned company, and leadership excellence includes demonstrating an ownership mindset

- Develop People and Other Leaders - Build future leaders and support internal growth

- Create a Positive, Respectful Work Environment

- Balance Results with Culture

- Lead Through Change and Growth

Project Based (customer facing)

- Effectively interacts with members of the Executive and Service teams to ensure reasonable timeframes for quoting, project completion, invoicing and customer satisfaction

- Documents any changes to bid spec/quote and proactively obtains necessary signatures prior to any processed change orders

- Assists with inspections of new installations and/or modifications performed by Service Team Members

- Ensures execution of project completion on a timely, accuracy, and quality basis assuring quality maintenance and improvement along with end results of positive customer feedback

- As necessary, perform field activities ensuring customer needs and schedules are being met

- Performs additional duties as assigned

Project Based (scheduling)

- Manages manpower needs, provides input to scheduling work assignments and training, and communicates regularly with the Service Sales Administrator on scheduling needs or conflicts

- Ability to hold team accountable for correct ERP/CRM/Scheduling systems usage, data completeness, and process compliance

- Comfort interpreting ERP/CRM/Scheduling systems outputs to make staffing, scheduling, and customerservice decisions

- Prepares, schedules, arranges, communicates and conducts monthly informational meetings for service personnel including updates, safety, training and miscellaneous items

- Provides input to service team on past, present and future projects

Safety

- Promotes a culture of safety to office and field staff while driving the compliance of safety policy and procedures.

Performance Management

- Establishes and leads Service Team Members performance and development goals that align with the Company's business goals

- Recruits high-quality Service Team Members and ensures all are up to date on safety and technical training including but not limited to equipment updates, OSHA standards, compliance requirements, and industry standards

Requirements:

Skills/Knowledge

- Interpersonal – Maintains confidentiality, keeps emotions under control, approaches others tactfully, works with honesty, integrity, and ethics

- Teamwork – Balances team and individual goals, exhibits objectivity and openness to others' ideas and viewpoints, gives and welcomes feedback

- Communication – Demonstrates proficiency in verbal, written and listening skills; ability to write reports and business correspondence, and to effectively present information and respond to questions from groups of managers, clients, applicants, etc.

- Client Service – Conducts self professionally, skillfully and efficiently manages client needs, responds promptly to others at all times, treats others with respect

- Leadership – Continually develops ones' skills and encourages growth, possesses a strong ability to work independently, inspires and motivates others to perform successfully, brings new ideas to the table

- ERP / CRM System Proficiency (IFS ERP/CRM)

- HMCragg explicitly uses IFS ERP/CRM across service, project management, and customer operations. Service leadership roles are expected to become fluent users of this system.

- Microsoft OfficeGeneral Digital Fluency - HMCragg service roles consistently use:

- Excel for reporting, tracking, and analysis

- OutlookTeams for coordination and communication

- One Drive and SharePoint for document managemnt

- General computer literacy

- Driven – Works with a sense of urgency, has a strong desire to succeed

- Problem Solving – Innovative, analytical, inquisitive, develops creative solutions

- Organization – Attention to detail, thorough, creates efficiency, successful time-management, proven ability to multitask and prioritize in a fast-paced, dynamic environment

- Business Acumen – Understands business implications of decisions

- Conforms to company policies and procedures, meets company goals and objectives, and protects Company assets and interests

- Knowledge of DC power equipment, specifically in telecommunications, switchgearcontrol, and UPS'

- Knowledge of electrical principles, applications, techniques, procedures, code and equipment

- Ability to utilize and train on the company expense and time-reporting system

Travel and hours expectations:

- Up to 50% based on HMC projects and customer needs

- Office hours as required to serve all internal and external stakeholders effectively

Posting Qualifications:

- 2-year college degree preferred

- 5+ years Industry experience necessary – Telecommunications DC Power and/or UPS Power

- Must have and be able to maintain a current driver's license and acceptable driving record per HM Cragg/TWE insurance carrier standard

- Experience installing Telecommunications DC Power and/or UPS Power products