Field Service Manager

AGI SureTrack

Dates

Closing: February 25, 2022

Posted: January 4, 2022

Location

Lenexa, KS, USA

Job Department

General

To apply for this position, please send your resume to careers@aggrowth.com. Please use the job title as the subject line for reference.

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About AGI

AGI is a global food-based infrastructure company publicly traded in Canada. With over 3,800 employees and over 30 global manufacturing brands, AGI is a leading provider of equipment and technology solutions for agricultural commodities including seed, fertilizer, grain and feed systems and an expanding platform for food processing facilities.

Today, AGI’s product portfolio also includes cutting edge solutions that leverage IoT enabled devices, sensor technology and cloud computing.  The AGI SureTrack product is an independent hardware and software platform that brings together data across the farm, in real time, and provides customers with the ability to manage their crop production, manage their overall business, and market their grain based on content and robust traceability.  With a customer base that includes Growers, Ag Retail, Grain Buyers and Food Processors, AGI SureTrack is an independent farm operating platform, with supply chain visibility and complete crop management.

AGI SureTrack empowers farmers and growers to make the most out of the resources they have while helping producers effectively manage inventories and find resources when needed.  The farm is truly the heart of our organization. Each day we are driven by our guiding principles of integrity and innovation to create meaningful solutions that deliver value and profit back to the farmer and we need your help to do it.

The Opportunity  

Field Service Manager’s primary function is the oversight for a team of technicians across a region within North America. Our technicians are responsible for all aspects of service for our equipment at customer sites. This includes but is not limited to installation, repair, uninstall, maintenance and management of AGI SureTrack equipment.

The Team 

Reporting to the AGI SureTrack Implementation Manager and Head of Field Services, the Field Service Manager will partner with Sales Managers across North America to understand the commercial strategy and to ensure successful execution. The Field Service Manager serves as an escalation point to address customer issues, scheduling conflicts and personnel issues. They must be able to collaborate with the different parts of the business, including sales, operations, engineering, customer service, counterparts in other regions/countries, and dealers that install and service AGI SureTrack equipment. 

Responsibilities

  • Manage the field service team and develop efficient workflows that result in optimum customer service
  • Ensure that all AGIST products are installed properly, timely, and according to established guidelines and standards
  • Analyze operational data to develop initiatives that help drive business improvements, and ensure field operations meet or exceed operational and financial objectives
  • Train service staff and assist them in goal setting, skill enhancement, and performance review activities. Developing programs that improve their technical and customer service skills while helping them achieve their KPIs
  • Evaluate, select, and manage dealer service providers, holding them accountable and ensuring they deliver according to established standards
  • Manage field operations performance of our dealer service network by implementing a scorecard, establishing KBI (Key Business Indicators), and communicate those service levels monthly
  • Develop worker safety guidelines and training to ensure technicians work safely to protect themselves and AGIST customers and to avoid damage to property, and loss of materials and equipment
  • Make recommendations and design policies and rules that will reduce the costs and improve the efficiency of the services
  • Serve as an important member of the Customer Success leadership team. Along with other members of CS Leadership, be willing to engage with customers to manage escalations or service issues
  • Partner with the manufacturing team to create and support a Return Merchandise Authorization (RMA) program, ensuring defective parts are returned by technicians who may replace those parts as part of their field service activities
  • Assist Product Engineering, and Product Specialists to ensure seamless function and installation processes are met
  • Address customer inquiries, resolve customer issues, and proactively obtain customer feedback
  • Investigate and resolve problems resulting from substandard performance
  • Hire and dismiss service staff
  • Manage a P&L Statement
  • Travel up to 60% of the time (company car provided)

Qualifications

  • 5+ years of field service management experience
  • Experience managing dispersed or offsite team members
  • Technical background and ability to understand mechanical troubleshooting, calibration, and maintenance, as well as an electrical aptitude
  • Experience with developing and maintaining field service spare inventory programs
  • Must be able to work successfully independently with little to no direct supervision
  • Outstanding customer service skills and the ability to train personnel on equipment use
  • Exceptional interpersonal skills and the ability to effectively engage with every level of customer, including senior level clients, internal customers (AGIST directors, managers, and service staff peers).
  • Excellent oral and written communication skills
  • Familiarity with Microsoft Office 365
  • Familiarity with field service management software

 

How To Apply

Apply today! Click the “Apply Today” button above or email careers@aggrowth.com  with your cover letter and resume and note the job you’re applying for in the subject line. 

We thank you for applying, however, only those selected to continue in the interview process will be contacted.

AGI is an equal opportunity employer and values diversity. All employment is decided on the basis of qualifications, merit and business need.

Accommodations are available upon request for candidates with a disability taking part in the recruitment process and once hired.