Manager, Field Service Team Development

• Location 14045 South Lakes Drive,Charlotte, NC, 28273,United States
• Base Pay $80,000.00 / Year
• Required Degree 4 Year Degree
• Travel 50%
• Manage Others Yes

What's awesome about working for groninger?

• 20 PTO days per calendar year and 11 paid holidays
• Competitive pay with opportunities for overtime
• Fresh fruit delivered every Monday!
• Gym reimbursement
• Extremely competitive benefits with significant employer contribution
• Snacks and engagement events
• Strong safety culture and supportive leadership
• Opportunities for continuous learning, skill development and cross-training across a variety of roles and processes
• A growing company that invests in continuous improvement, training and internal growth
• Temperature controlled manufacturing plant
• to learn more about our culture and benefits:

Groninger USA's field service technicians are the most experienced and most knowledgeable group in the company. They spend their working lives at customer sites, they carry decades of machine knowledge between them, and they are a pipeline of talent into almost every other part of the business.

As our field service organization grows, we are creating a role dedicated to leading and developing these technicians as people. The Manager, Field Service Team Development will lead up to 30 field service technicians working across customer sites in North America: getting to know each of them as an individual, understanding what drives them, developing them, giving them clear and honest feedback, and supporting them in meeting the standards our customers rely on.

A significant part of this job happens on the road, with the technicians, where they work.

The person who succeeds in this role will be trusted by technicians as one of their own and will be equally comfortable having a direct conversation when something needs to change.

• Build a real understanding of every technician: their strengths, what motivates them, what frustrates them, what they are proud of, and how each of them prefers to be approached.
• Travel regularly to meet technicians where they work, including time outside standard hours when that is when the honest conversation happens.
• Be the person a technician chooses to talk to when something is wrong, at work or outside it, and hear what is not being said.
• Own an individual development plan for every technician, with the training, certification and exposure to new technology needed to deliver it.
• Understand who wants to go deeper technically and who wants to move into another part of Groninger, and build the route for both.

• Own the annual review for every field service technician and make it a genuine, evidence-based assessment of how that person is doing and where they are going.
• Give direct, specific feedback at the point it is needed, not only at review time.
• Ensure technicians meet their reporting obligations: service reports, job summaries and expense reports submitted accurately, completely and on time.
• Address conduct at customer sites promptly and directly, and protect the customer relationship.
• Work with Human Resources where performance or conduct requires a formal process.

• Own retention for the field service population, and know who is at risk of leaving well before they resign.
• Partner with the Academy on onboarding, technical training and certification.
• Build visible progression routes out of field service into other areas of the company, and make them known.
• Represent the group and its needs to Technical Operations and to the wider business.

• Line-manage up to 30 field service technicians based in Charlotte, at customer sites, and working remotely.
• Contribute to hiring and onboarding for the field service team.
• Partner with Resource Management
  - Field Service, who own the scheduling and assignment of technicians.
• Work alongside Project Managers and Project Coordinators, who own delivery of customer projects.
• Draw on Technical Consulting for the technical preparation of jobs, and on Technical Consulting and Remote Support for technical support to technicians in the field, escalated to Engineering where required.
• Partner with Human Resources on performance processes, compensation and development frameworks.

• Bachelor’s degree or higher in relevant field.
• 5+ years of experience leading, developing and retaining a distributed team.
• 5+ years of experience in…