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The position of Field Service Manager at MPI requires the managing of Field Service Engineering personnel who perform on-site maintenance, installations, commissioning, repairs, PM’s, diagnosing and assuring Customer Satisfaction both Internally and Externally. Hiring, Scheduling and Training of FSE and Administrative staff is critical. Promoting and Selling MPI Benefits and Values leading to a customer’s ROI through Service Contracts, Warranties and Directs Support Services are mission critical. Developing standard methods, guidelines, and policies to facilitate efficient service delivery is required. Ensure all customer issues are satisfactorily resolved utilizing MPI protocols and engaging with engineering, manufacturing, and other cross-functional teams as needed. Provide input to strategic decisions that affect the functional area of responsibility. Control Costs of the Field Service department. Manage escalated issues and coordinate for resolution. Take initiative and create plans to improve MPI Field Service – Image, Reputation, Revenue, Services, Profitability and Customer Satisfaction. Establish KPI’s for the department and measure results. Lead by example!
MPI drives a LEAN culture, focused on customer service excellence. We do this by working to simplify our processes and driving out waste or non-value-added activities. We value participation at all levels and invest in our employees’ training to achieve continuous development of our dynamic team.