Regional Field Service Manager

Nikkiso Clean Energy & Industrial Gases is a leading provider of cryogenic pumps, heat exchangers, process systems, services, and solutions for the LNG and industrial gases industry.  We are a subsidiary of Nikkiso Company Ltd, a leading industrial manufacturer headquartered in Tokyo, Japan, with over $1.5B in annual revenue, 8000 + employees worldwide, and publicly traded on the Tokyo Stock Exchange.

Nikkiso Cryogenic Services (NCS) is an industry leader in the provision of services to the industrial gas and air separation industries, enhanced oil recovery operations, marine, clean energy, and alternative fuels markets. Boasting a vast portfolio of innovative solutions, cutting-edge technology, and expert services, the company stands tall as a go-to service provider for a wide range of clients. The company has carved a niche for itself in the market with its consistent delivery of top-tier services that are tailored to meet the specific needs of each industry. Our products have been instrumental in enabling customers to realize safer, greener, and more sustainable operations. From liquefied natural gas (LNG) systems to industrial gas equipment, every product is designed and manufactured with the utmost consideration for safety and environmental sustainability.

Nikkiso Cryogenic Services is not just a leading service provider to a range of industries, but also a champion of safer, greener operations. Its products and services are designed to meet the dual objectives of operational efficiency and sustainability, helping clients achieve their goals while minimizing environmental impact.

Summary/Objective

The Field Service Operations Manager is responsible for overseeing and management of all aspects of field service operations within our regional organization. This individual will lead a team of field technicians and field service planners, to ensure the successful execution of service projects, while maintaining a high level of customer satisfaction. The Field Service Operations Manager will collaborate closely with other departments to optimize processes, improve efficiency, and drive profitability.

Essential Functions/Responsibilities

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Leadership and Team Management

• Lead, mentor and coach a team of field technicians, promoting a positive and collaborative work environment.
• Set performance objectives, conduct performance evaluations, and provide constructive feedback to drive continuous improvement.
• Develop and implement training programs to enhance technical skills and ensure adherence to company policies and procedures.
• Foster a positive and collaborative team environment, encouraging open communication and teamwork.

Operational Management

• Oversee development and maintenance of field service schedules and allocation of resources appropriately to meet service demands while optimizing efficiency.
• Monitor the status and progress of service projects, ensuring timely completion and accurate documentation of all service activities.
• Develop and manage the regional field service budget, ensuring cost-effective operations.

Safety and compliance:

• Champion safety as a top priority, including conducting safety training and ensuring compliance with all safety policies.
• Develop and communicate specific safety policies and procedures relevant to field service.

Training and Performance Management:

• Oversee training and development to enhance team skills and performance.
• Conduct regular coaching sessions and performance reviews.
• Develop and deliver internal training programs.

Process Improvement

• Implement process for accurate maintenance and submittal of documentation of field activities, such as service records, inspection reports, and job documentation.
• Identify areas for improvement within the field service operations, including processes, procedures, tools, and technologies.
• Implement strategies to streamline operations, increase efficiency, and reduce costs while maintaining high-quality service delivery.
• Regularly review and analyze service metrics, generate insightful reports, and implement corrective actions when necessary.

Competencies

• Strategic Mindset: Ability to think strategically and make informed decisions. Analyze data, identify trends, and develop effective strategies to optimize operations and drive efficiency.
• Leadership Skills: The ability to build and effectively lead a team to achieve business objectives.
• People Management Skills: Ability to manage, motivate, and develop people within the team, through performance management and talent development.
• Customer Focus: Possess strong customer service orientation with knowledge of customer service principles and the ability to implement these to ensure customer satisfaction. Strong commitment to understanding customer field service needs and providing excellent service.
• Problem-solving: Ability to quickly identify and resolve operational issues in the field. Strong analytical skills and ability to think creatively to find practical and efficient solutions.
• Accountability: Responsible for own actions, behaviors, performance, and decisions. Results-driven mindset. Provide key performance indicators and drive team to achieve them. Proactive and self-motivated in pursuing individual and team goals.
• Negotiation Skills: Proficiency in negotiating business deals and contracts to the advantage of the company.
• Communication Skills: Excellent verbal and written communication skills for effective interaction with different stakeholders, including presentation skills. Excellent command of English language.
• Data Analysis Skills: Ability to analyze and interpret data to make informed business decisions.
• Knowledge of the Region: Detailed understanding of the regional market, including competitor activities, customer needs, and market trends.
• Time management: Ability to organize time and resources to ensure that operations run smoothly, deadlines are met, and goals are achieved.
• Technical proficiency: Solid understanding of the technologies and equipment used in the field. Ability to leverage technology to improve operations and enhance productivity.
• Teamwork: Skilled in fostering teamwork and collaboration among their team members. Promote a positive work culture, encourage open communication, and recognize and utilize the strengths of individual team members.

Work Environment

Work in both Company office and customer center environments as well as customer sites as needed.

Education/Experience

• Degree in technical discipline preferred.
• At least 5-7 years of leading field service operations in a similar industry or related field.
• Experience in managing budgets, resources, and project timelines.
• Previous exposure to and knowledge of rotating equipment working within an industrial environment.

Physical Demands

• Stand, walk, sit, talk, hear, type, and write.
• Reach with hands and arms, bend, stand on a stool or climb, and use fingers and hands to feel objects, tools, or controls.
• Use standard office equipment such as computers, smart phones, printers, photocopiers, etc.
• Lift files and open desk drawers and filing cabinets.
• Regional travel for customer meetings, employee training, and other business related activities.

Safety

• Complete safety training requirements.
• Participate in other training as directed by the company or manager.
• Wear Nikkiso approved PPE as needed.
• Ensure all safety requirements and PPE requirements are enforced with staff.

Other Duties

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities, and activities may change at any time with or without notice.