Position Open: Field Service Manager

Location: Rock Hill, SC

Reports To: President of CTR

Company Overview:

Cryogenic Technology Resources (CTR) is a leading provider of industrial gas products and services, helping customers enhance productivity and profitability by reducing labor costs, minimizing space requirements, and improving operational efficiencies of industrial gas infrastructure. CTR is a part of the TransTech Group Portfolio of companies.

TransTech Group is a premier provider of innovative engineered products and services, catering to the industrial process and energy sectors. TransTech Group operates through 7 portfolio companies with 13 locations across the United States, supported by a combined workforce of nearly 700 employees. TransTech Group delivers tailored solutions that help businesses optimize operations, enhance efficiency, and drive performance in highly technical process industries.

Job Summary:

A Field Service Manager oversees a team of technicians responsible for the installation, maintenance, and repair of cryogenic equipment at customer sites. This ensures timely and efficient service delivery while also adhering to strict safety regulations and specialized cryogenic knowledge, including managing schedules, resolving technical issues, and maintaining customer relationships within the cryogenic field.

Job Description:

• Lead and supervise a team of cryogenic field service technicians, assigning tasks based on expertise and scheduling work orders effectively.
• Conduct performance evaluations, provide ongoing training, and address performance issues within the team.
• Ensure technicians are properly equipped with the necessary tools, safety gear, and technical knowledge to handle cryogenic equipment.
• Build and maintain strong customer relationships, understanding their cryogenic needs and addressing concerns promptly.
• Respond to customer service calls and inquiries regarding equipment issues, scheduling service visits, and providing technical assistance.
• Coordinate with customers on planned maintenance schedules and ensure compliance with service contracts.
• Manage service call dispatching, ensuring technicians are assigned to appropriate jobs based on location, expertise, and urgency.
• Monitor field service activities, ensuring compliance with safety procedures, quality standards, and proper documentation.
• Conduct site visits to assess customer needs, identify potential problems, and ensure installations are completed to specifications.
• Track key performance indicators like service completion rates, response times, and customer satisfaction levels.
• Generate reports on service activities, identify areas for improvement, and implement corrective actions.
• Analyze service data to identify trends and make informed decisions regarding resource allocation and training needs.
• Troubleshoot complex technical issues encountered by technicians in the field, providing guidance and solutions when necessary.
• Stay updated on industry advancements and new technologies related to cryogenic equipment.

Competencies:

• Possess in-depth knowledge of cryogenic systems, including cryogenic liquids, pressure regulators, vacuum systems, and safety protocols.
• Proven experience in the cryogenic industry, with a strong understanding of cryogenic equipment and safety procedures. Years of experience in this field is important.
• Supervisory experience in a field service environment, managing a team of technicians.
• Excellent problem-solving and troubleshooting skills to address technical challenges in the field.
• Strong customer service skills with the ability to build rapport and maintain positive customer relationships.
• Proficiency with field service management software and computer systems for scheduling, reporting, and data analysis.
• Ability to travel frequently to customer sites and potentially be gone for long stretches.

Education:

No college degree is required, but it is preferred.

Benefits:

Employee benefits include the following, although the costs and coverage may change over time and participation may be based on achieving a certain minimum number of hours worked:

• Competitive Paid Time Off.
• 401K with Safe Harbor Match – 100% of your first 3% contribution and 50% of your contributions on the next 2% of salary deferral.
• Employer-sponsored life insurance, long-term disability, and AD&D.
• Group health insurance.
• Group dental and vision insurance.

This organization provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state, or local laws. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation, and training.