3D Systems, Inc. Mgr, Field Service in JP, Japan

_Quick Summary_

The person taking the Field Service Manager role will spend the majority of their time in three key areas.They are:

  • Supporting the needs of their team.

-Setting and driving expectations for success.

  • Instilling confidence in our customers that 3D Systems is there for them.

The environment and culture for this role is fast-paced and you’ll be constantly switching gears. It requires the ability to solve complex problems while maintaining strong relationships with your team, customers and sales representatives. Through time as a Field Service Manager, the foundation is laid to strengthen your managerial and customer support skills.



_Basic Background_

The person in this role should be passionate about developing people, supporting customers, and solving problems. A bachelors’ degree or Associate degree with industry experience is required as is experience managing people, constructing individual development plans, setting and holding employees accountable to clear expectations, and working in a fast-paced environment. Candidates must be able to ease tension, stay positive, show they care, and hold themselves accountable.

_Responsibilities_

· Management responsibilities includes selection of new employees, performance evaluation inputs, career development, authorizing time cards and expenses, assigning and managing overtime, and administration of corrective actions.

· Creates assignments in the form of objectives with goals and the process by which to meet goals.

· Provides direction to employees according to established policies and senior management guidance.

· Directly manages customer and sales expectations.

· Develop, manage and maintain, customer and Channel Partner relationships

· Administers Company policies that directly affect subordinate employees.

· Recommends and implements changes to unit or sub-unit policies

· Coordinate with third party service providers when needed.

· Directs Field Service Team to achieve assignments using established guidelines, procedures, and policies.

· Interacts daily with Field Service Team, Tech Support Team and/or functional peer groups.

· Provides immediate supervision to a unit or group of employees, allocating tasks and checking work at frequent intervals. Manages semi-skilled and skilled employees.

· Preparation/update of documentation, simplifying the service process, formal presentation of technical data to management and/or peers.

· Responsible to comply with documentation procedures and standards.

· Trains and develops new hire field service personnel.

· Helps to train Field Service Supervisors in management policies and procedures.

· Resolves problems related to their field service area as brought to them by their subordinates, peers, and manager(s)

· Manages field service schedule to support activities including repair, preventative maintenance, installation, and engineering change upgrades.

· Develops Field Service Technicians through training, field interaction, one-on-one discussions, and appraisals.

· Recruits, interviews, and selects personnel to ensure efficient operation of the field service functions with a specific area.

· Drives top line service revenue through management of parts, labor, and service contract pricing in conjunction with the sales team.

· Manages budget as provided by senior leadership to ensure effective operating income gains.

· Drives team’s efficiency gains through process improvement projects as assigned by management.

· Other duties as assigned by manager.

· Has the independence and authority to perform required tasks to ensure all provisions of the quality system are met.

_Physical Requirements_

Minimum Qualifications :

· Heavy work: Exerting up to 50 pounds of force occasionally and/or up to 10 pounds of force frequently and/or a negligible amount of force constantly to move objects.

· Must have demonstrated fine motor skills.

· Ability to work with large pieces of equipment.

Mental Requirements

· Effective reading and writing skills.

· 100% English proficiency

· Must be able to improvise based on environmental/infrastructure needs.

· Must be able to complete detailed documentation accurately.

· Must be able to identify issues outside scope of project and refer to appropriate individuals.

· Must demonstrate critical thinking skills to solve customer and sales related problems.

· Must be able to review printed materials.

· Must be able to use sophisticated test and office computer equipment (e.g. calculator, PC, telephone, test and measurement equipment etc.).

· Must have extensive knowledge of product offerings.

Skills/Experience Required

· Demonstrates mastery of basic level Supervisor tasks.

· Effective interpersonal skills.

· Effective written and oral communication skills.

· Good judgment with the ability to make timely and sound decisions.

· Leadership/supervisory skills.

· Ability to prioritize projects.

· Computer literate.

· Good math and technical writing skills.

· Excellent problem solving skills

· Utilizes the following equipment: computer, calculator, telephone, measurement and testing equipment.

· Proven ability to recruit and retain top talent.

· Ability to troubleshoot remotely and effectively communicate guidance to customers and technicians.

· 7 years overall professional experience

· 3 years of supervisory experience desirable.

  • Education/Training RequiredBS/AA degree or equivalent business experience

Title: Mgr, Field Service

Location: JP-JP-Shibuya-Ku

Requisition ID: 1800006Y