Field Services Manager; Morin Corporation

• Pay or shift range: $90,000 USD to $100,000 USD
  The estimated range is the budgeted amount for this position. Final offers are based on various factors, including skill set, experience, location, qualifications and other job‑related reasons.
• Travel Required:
  
  Yes

Summary: The Field Services/Contract Manager is responsible for managing and resolving escalated customer complaints, conducting site inspections, and supporting technical field repairs to ensure customer satisfaction and protect the company’s interests. This role serves as a key liaison between customers, internal departments, and field crews, while also driving continuous improvement by providing feedback on recurring issues and installation best practices.

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

• Responsible for the resolution of customer complaints when escalated beyond the plants. Minimizing financial exposure to the company is critical while ensuring timely resolution to both customer and company.
• Ensure that all correspondence from customers is dealt with in a timely manner, that complaints are closed and to reach the targets set for the maximum time complaints will be open.
• Visit major complaints that are escalated to Contracts and agree corrective actions ensuring that such solutions are in the best interests of the business and that all costs are correctly and fully justified. Follow correct procedures when allocating costs and authorizing expenditure. Major complaints can be both financially and reputationally significant.
• Carry out repairs or modifications to product in the field with the intention of minimizing customer disruption.
• Carry out Weather Tight Warranty inspections to ensure that panels are installed in line with Morin recommendations.
  • Review architectural documents
  • Schedule roof inspections, note deficiencies or changes, take pictures, approve for Weather Tight Warranty
• Review shop drawings and details from Customer and Technical and provide advice as needed.
• Recommend to the operations team corrective actions to prevent a re‑occurrence of complaints and to provide monthly feedback to the management teams on the level and types of complaints being seen by customers. Ensure that sufficient information is provided on each complaint to allow a full analysis of the root cause to be established.
• Ability to communicate effectively at different levels i.e. with architects, building owners, cladders, company directors etc. and to act in a professional and experienced manner.
  • Set up hands on training with installer
• Prepare complete jobsite inspection reports: photographs, cause analysis, proposed solution in accordance with the system.
• Assist Operations department with technical consults and provides customer feedback on warranty issues.
• Ability to support the commercial teams in understanding and addressing customer concerns.
• Provide feedback to drafting and engineering groups regarding issues in the field (provide feedback to the commercial teams on the outstanding issues which may affect the customer relationship)
• Communicate regularly with other Tech Services Engineers, Quality Managers, Plant Managers, Field Services and R&D departments as required.
• Liaise closely with the internal contracts, plant quality assurance and customer service personnel to ensure all agreed actions on a complaint are dealt with.
• Follows all safety regulations while on construction sites and become familiar with various fall protection devices used in conjunction with Kingspan panels.
• Support in providing technical contents in warranty related letters.
• Work with the customer service personnel to monitor customer responsiveness to the complaint handling system and recommend ways in which this can be improved.
• Training Customers
• Modify and update install manuals
• Follow the Group Code of Conduct and Group Compliance.
• Follow Compliance requirements per GC IMS 012 Section 2 Roles and Responsibilities

• Technical Capacity.
• Organizational Skills.
• Time Management.

The physical demands described here are representative of those that…