Summary/Objective: The Field Services/Contract Manager is responsible for managing and resolving escalated customer complaints, conducting site inspections, and supporting technical field repairs to ensure customer satisfaction and protect the company’s interests. This role serves as a key liaison between customers, internal departments, and field crews, while also driving continuous improvement by providing feedback on recurring issues and installation best practices.
Essential Functions
Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
•Responsible for the resolution of customer complaints when escalated beyond the plants. Minimizing financial exposure to the company is critical while ensuring timely resolution to both customer and company.
•Ensure that all correspondence from customers is dealt with in a timely manner, that complaints are closed and to reach the targets set for the maximum time complaints will be open.
•Visit major complaints that are escalated to Contracts and agree corrective actions ensuring that such solutions are in the best interests of the business and that all costs are correctly and fully justified. Follow correct procedures when allocating costs and authorizing expenditure. Major complaints can be both financially and reputationally significant.
•Carry out repairs or modifications to product in the field with the intention of minimizing customer disruption.
•Carry out Weather Tight Warranty inspections to ensure that panels are installed in line with Morin recommendations.
•-Review architectural documents
•-Schedule roof inspections, note deficiencies or changes, take pictures, approve for Weather Tight Warranty
•Review shop drawings and details from Customer and Technical and provide advice as needed.
•Recommend to the operations team corrective actions to prevent a re-occurrence of complaints and to provide monthly feedback to the management teams on the level and types of complaints being seen by customers. Ensure that sufficient information is provided on each complaint to allow a full analysis of the root cause to be established.
•Ability to communicate effectively at different levels i.e. with architects, building owners, cladders, company directors etc. and to act in a professional and experienced manner.
•-Set up hands on training with installer
•Prepare complete jobsite inspection reports: photographs, cause analysis, proposed solution in accordance with the system.
•Assist Operations department with technical consults and provides customer feedback on warranty issues.
•Ability to support the commercial teams in understanding and addressing customer concerns.
•Provide feedback to drafting and engineering groups regarding issues in the field (provide feedback to the commercial teams on the outstanding issues which may affect the customer relationship)
•Communicate regularly with other Tech Services Engineers, Quality Managers, Plant Managers, Field Services and R&D departments as required.
•Liaise closely with the internal contracts, plant quality assurance and customer service personnel to ensure all agreed actions on a complaint are dealt with.
•Follows all safety regulations while on construction sites and become familiar with various fall protection devices used in conjunction with Kingspan panels.
•Support in providing technical contents in warranty related letters
•Work with the customer service personnel to monitor customer responsiveness to the complaint handling system and recommend ways in which this can be improved.
•Performing Minor repairs
•Modify and update install manuals
•Follows the Group Code of Conduct and Group Compliance Policy along with other applicable company policies.
Competencies and Other Duties:
•Communication Proficiency.
Physical Demands: The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.
While performing the duties of this job, the employee is regularly required to talk or hear. The employee frequently is required to stand. The employee is occasionally required to walk, sit, use hands to finger, handle or feel objects, tools, or controls, reach with hands and arms, climb or balance, and stoop, kneel, crouch or crawl.
The employee must frequently lift and /or move up to 10 pounds and occasionally lift and/or move up to 50 pounds. Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception and ability to adjust focus.
Position Type/Expected Hours of Work: This is a full-time position. Hours of work will be dictated by the needs of the job (could involve some element of early starts or late nights). Flexibility will be required.
Travel:
Ability to travel extensively and possess valid passport and clean driver’s license (position involves considerable amount of travel and time away from the office).
Required Education and Experience:
•At least 3-5 years in manufacturing environment specifically in shipping and receiving.
Preferred Education and Experience
•4-year college degree, preferably in Construction Management or Engineering field.
•Good negotiating skills and be able to act under pressure and be able to defuse difficult situations on site with owners and contractors.
•Minimum 7 years' experience as project manager and/or superintendent in the construction industry.
•Experience installing metal panels, pre-engineered buildings and/or sheet metal strongly preferred
•Industry experience: worked either in contracting business possibly with a main contractor or a subcontractor who has worked with Insulated Metal Panels, preferred.
•Strong written and oral communication skills and be comfortable interfacing with both field crews and office staff.
•Able to communicate effectively at all levels (i.e. with architects, building owners, cladders, company directors) and to act in a professional and experienced manner.
•Excellent time management skills.
•Strong organizational skills with aggressive follow-through and be able to perform effectively on a stand-alone basis.
•Must be highly proficient in all Microsoft Office applications (Word, Excel, Power Point) and Outlook.
Job Type: Full-time
Pay: $80,000.00 - $105,000.00 per year
Benefits:
•Employee assistance program
•Flexible spending account
Work Location: On the road
United States
full time
$80,000-$105,000