The Field Operations Manager will lead all aspects of Dematic’s Field Operations organization across the US, managing field support staff and ensuring high-quality service delivery. This role requires strong leadership, operational expertise, and the ability to work collaboratively with regional managers, commissioning teams, and customers.
We offer:
What We Offer:
Learn More Here: https://www.dematic.com/en-us/about/careers/what-we-offer/
Dematic provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state, or local laws.
This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation, and training.
The base pay range for this role is estimated to be $94,125 to $138,050 at the time of posting. Final compensation will be determined by various factors such as work location, education, experience, knowledge, and skills.
Tasks and Qualifications:
What You Will Do In This Role:
- Source, train, schedule, and manage field support staff and resources.
- Provide training on dispatch board and field processes.
- Forecast Operations needs and manage invoicing.
- Backfill technicians due to attrition and arrange vacation schedules at various sites.
- Work closely with commissioning teams for effective crossover of responsibilities for post launch support.
- Assign, monitor, and review the progress and accuracy of assigned work.
- Prioritize and schedule Customer Operations Technicians based on skills availability.
- Ensure technicians acknowledge and resolve case assignments accurately (via Salesforce).the
- Connect with customers regarding ETAs and scheduling changes.
- Coordinate, implement, and supervise various project activities.
- Participate in corrective actions to resolve customer complaints.
- Travel required: 15–20% within the US.
- On call for after-hours issues (nights, weekends, holidays).
What We Are Looking For:
- A Bachelor’s degree or equivalent experience in a related field is helpful.
- Minimum 10 years’ experience in Field Service management (manager level).
- High school diploma or equivalent experience with at least 3 years of customer service experience (supervisor level).
- Strong interpersonal and leadership skills for managing internal/external customers and technical personnel.