Manager, Field Services II

The Field Service Manager (FSM) manages all delivery, field repair and service, installations and returns for all locations within a Market or Markets. The Field Service Manager is responsible for driving Market delivery and installation margins by maximizing internal resources, identifying any constraints, and achieving key performance metrics such as customer satisfaction, on-time delivery, service, fleet readiness and returns. Success will be accomplished through value driven execution that fully complies with WillScot Mobile Mini (WSMM) policies and all relevant laws and regulations. The Field Service Manager will maintain excellent service standards, respond efficiently to customer inquiries, and strive for high customer satisfaction.

Environment, Health & Safety

• Conducts business in compliance with all Environmental Health & Safety Policies.
• Conducts periodic safety meetings and maintains safety documents and logs.
• Manages employee health and safety through Safety Save, training, observations, and regularly scheduled assessments.
• Ensures operating standards are trained, communicated, and maintained.

Operations

• Provides direct and indirect managerial oversight to branch operational employees to include, as applicable:
  • Dispatchers / Transportation Coordinators
  • Productions Supervisors
  • Drivers
  • Field Service Techs
  • Set Up Crews
  • Branch Coordinator
• This role will manage tasks, daily assignments and other daily duties for temporary workers and contractors as appropriate.
• Manages delivery & installation profit margin
• Responsible for reporting and documentation related to Market delivery and installation
• This position may require field visits, ride-alongs and customer inspections
• Works to schedule deliveries/pick-ups outside of current dispatch schedule as appropriate.
• Manages, schedules and assigns in-house or vendor drivers in direct support of 100% on-time pick-up and delivery targets
• Reviews next day/week/month deliveries and pick-ups and develops a dispatch plan
• Coordinates fleet readiness with branch partners to meet customer demand within assigned Market(s).
• Reviews and receives purchase orders for all transport vendors; arrange for permits, and set up pilot cars and escorts where required for delivery, return, and relocation of unit
• Coordinate employees, or vendors and contractors for timely completion of complex installation and removal
• Ensure drivers document damages at retrieval and return
• Monitors and documents DVIR and preventative maintenance files
• Assists Drivers in change of schedule or route issues, when necessary
• Define and maintain office/administrative procedures. Act as local coordinator and/or point of contact for branch activities such as time keeping/payroll, accounts payable/receivable, purchase orders, filing, and reception duties
• May manage one or more Branch Administrative employees
• Utilize the Net Promoter Score (NPS) feedback to communicate timely and identify process improvement opportunities.
• Review Drivecam coaching opportunities and take action as necessary
• Conducts performance discussions and training
• This role owns all DOT compliance within its assigned territory whether directly or through one or more dispatchers
• Other duties as assigned

Requirements

• High school diploma, GED, or 3 years of applicable experience
• 7 years’ work experience
  • OR 2 years of experience with WillScot Mobile Mini
• 3 years’ experience managing 10 or more employees across more than one location
  • OR 2 years of experience with WillScot Mobile Mini
• Experience managing a unit or departmental P+L
  • OR 2 years of experience with WillScot Mobile Mini
• MS Office/Excel/Word/Outlook experience
• Experience working directly with customers by phone and email
  • Strong customer service orientation, active listening, excellent oral/written communication
• Ability follow direction and meet deadlines in a fast-paced environment
• Experience applying creativity to problem-solving
• Build sustainable relationships and trust with vendors through open, proactive communication
• Ability to effectively manage multiple, changing priorities in a fast-paced environment

Preferred Requirements:

• Bachelor’s degree preferred
• 3 years logistic experience
• Scheduling, route planning and optimization
• Familiarity with CRM system or other contact management platform
• Salesforce experience
• Familiarity with DOT compliance and vehicle telematics
• Hours of Service regulations, Electronic Logging Devices, permitting, etc.
• Experience working with outside vendors, including pricing and schedule negotiations

Personal Characteristics

• Lead by example through living our values:
  • Dedicated to Health & Safety
  • Committed to Inclusion & Diversity
  • Driven to Excellence
  • Trustworthy & Reliable
  • Devoted to Our Customers
  • Community Focused