Field Service Manager

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Job title:

Field Service Manager

Location:

Livermore, CA

Reports to:

Director, Field Service Hitachi Air Centers

Compensation:

$130,000 - $150,000 per year plus Variable Compensation

The Company: Hitachi Global Air Power

At Hitachi Air Centers, you'll join a team of passionate professionals who are focused on delivering value, building lasting partnerships, and creating an outstanding customer experience. Every role contributes to our shared goal of helping our customers succeed.

Join us and be part of a team that makes a difference every day through service, expertise, and a commitment to excellence.

Our team is dedicated to helping customers maximize productivity, improve reliability, and keep their operations running efficiently. Through expert service, technical knowledge, parts support, and customized system solutions, we serve as trusted partners to businesses across a wide range of industries.

What sets us apart is our commitment to customer relationships. We don't just support equipment—we support the people and businesses that depend on it. Our teams work closely with customers to understand their unique needs, solve challenges, and deliver responsive, reliable service when it matters most.

At Hitachi Air Centers, our mission is summarized in these three basic statements:

• Provide consultive design and equipment selection support to ensure our customers’ systems are reliable and efficient

• Provide best in class field service and customer service support to those who rely on us every day to keep production up and running

• Provide the above at a competitive price

Summary of the position:

The Field Service Manager’s core responsibility is to the HAC customer experience as well as training and developing the organization’s field service technicians. The role includes managing a team of service technicians, guidance and support for the HAC technician advancement program, technician follow up calls, in person training on all systems, customer in person visits and assists on the direct contact for maintaining the customer relationships.  This position works in cooperation with the Service Operations Manager in implementing and managing the HAC’s service procedures. The candidate should exhibit dynamic leadership and communication skills with an emphasis on team building and customer engagement.

Duties and responsibilities:

• High Level Business Objectives:

  • Work with Service Operations Manager to develop a market strategy aimed toward account retention and services growth in the region.

  • Coordinate with General Manager on select activities/initiatives to improve the customer experience and improve store profitability.

  • Develop a team of highly knowledgeable and motivated Service Technicians and assist them in achieving their personal and professional goals.

  • Provide training and billable service work as required

• Services Leadership:

  • Work with Service Operations Manager to facilitate a plan to always provide reliable 24-hour emergency service support for our customer base.

  • Identify potential service technician candidates and work with HR to bring them to the company to enhance the team and meet the objectives of the company.

  • Assess performance of service technicians.

  • Ensure that all service technicians are trained and receive certifications in all relevant aspects of industrial equipment repair and maintenance commensurate with their tenure with the company.

  • Ensure all service personnel have a working knowledge of all computer programs supplied by the company to fulfill the responsibilities assigned to them.

  • Maintain technician staffing at appropriate levels for business requirements.

  • Ensure warranty work is completed in accordance with manufacturer flat rate guidelines while assisting the warranty coordinator in providing required documentation for efficient claims processing.

  • Responsible for professionalism of service technicians, cleanliness of trucks, providing and maintaining the fleet of specialized tools, and maintaining a relationship with our uniform supplier in cooperation with the Director of Operations in keeping with the Hitachi/Sullair brand.

• Compliance/Miscellaneous:

  • Work with EHS Manager to ensure compliance of EH&S policies in accordance with organizational and local requirements.

  • Maintain a clean, safe, working environment.

  • Attend training with the Sullair factory to stay current on product offerings and technologies.

  • Travel as required to drive business activities and attend training.  80% Field / 20% Office

  • Demonstrate flexibility/teamwork as additional items will be required to help grow the business.

  • May involve multi-branch location responsibilities

Education:

• Associate degree preferred but not required.

• Technical Training/Certifications in the compressed air industry is a plus.

• High School Diploma Required

Position Requirements:

• Five plus years’ field service experience in the compressed air industry.

• Proven leadership experience with strong written and verbal communication.

• Strong understanding of Microsoft office suite.

• Experience with ERP systems a plus.

Direct reports:

• Service Technicians

The successful candidate is responsible for complying with Hitachi’s Code of Ethics and related policies. In performing the job, the incumbent shall take all steps necessary to comply with our safety rules and requirements and must actively support the organization's efforts to meet and exceed its goals of creating and maintaining a safe workplace.

This description is to serve as a guide. It is intended to be flexible and will continue to evolve over time with business needs and demands and may be updated periodically and at the Company's discretion.

Hitachi Global Air Power US, LLC is an equal opportunity employer and will not discriminate based on race, religion, color, age, gender, sexual orientation, national origin, genetic information, veteran status, physical or mental disability, or other protected categories under applicable law, whether in recruitment, employment, promotion, transfer, compensation, or other conditions of employment.