Field Service Quality Manager
Chesterfield, Missouri

The role of the Field Service Quality Manager is pivotal, serving as the cornerstone for managing and advancing the Field Services audit system. This pivotal position holds the mantle as the principal advocate for installation quality, taking complete charge of quality assurance, and certifying that installation procedures conform to both external industry benchmarks and our own stringent internal quality protocols. As the leading Technician, this role is instrumental in pinpointing enhancement opportunities, procedural improvements, and reducing potential risks within the engineering operations. This position will report to and support the National Field Service Manager.

Duties and Obligations:

Installation Audit Oversight:

• Executes consistent audits on engineering installations to ensure adherence to quality and compliance standards (note: this entails travel).
• Compares installations against specification documents and Bills of Materials, guaranteeing precision, uniformity, and compliance.
• Detects deficiencies and areas for improvement, proposing remedial action to the US Field Services Manager and monitoring the rectification progress.
• Works in conjunction with various departments to resolve audit observations, enforces improvement measures, and monitors their success.

Enhancement of Processes:

• Takes charge of identifying and capitalizing on process enhancement opportunities using audit results and industry benchmarks throughout the company.
• Provides Installation services as needed, to learn new product or ensure successful completion of Install needs.
• Suggests and integrates installation enhancements to fortify quality and adherence.
• Guides and assists Field Service units in executing and maintaining the efficacy of these improvements, potentially including training facilitation.

Technician training and communication:

• Clearly communicates audit results, action plans, and advancements to the Director of Operations, Field Service Manager, and pertinent groups.
• Engages with interdisciplinary teams, spanning Field Service, Operations, and Sales, to confront audit outcomes, foster procedural advancements, provide costing advice, and secure compliance.
• Cultivates and sustains productive relationships with both internal and external partners to promote seamless cooperation and information exchange.
• Performs Scoping visits of new products and configurations, reporting back findings to team.
• Partners with technical support to guarantee comprehensive product specifications for all vehicles.
• Oversees pilot installations and provides support with project installations as necessary.
• Investigates client grievances and supports the Field Service Manager in corrective measures.
• Offers technical guidance to Technicians and team members.
• Ensures dynamic flexibility in regularly auditing ongoing projects.

Additional Responsibilities:

• Recognizing the dynamic nature of this role, the description provided outlines general responsibilities. The role requires adaptability to support varying business needs as they arise.
• This is a field service position that will require 50% travel.

Qualifications:

• Previous experience in a field service management role, preferably in the telematics industry.
• Technical expertise in 12-volt equipment
• MECP Certification (Preferred)
• Strong leadership and team management skills.
• Excellent communication and interpersonal skills.
• Valid driver’s license and willingness to travel as needed.