Job Description

Job Description

Job Description

Field Service Manager – Louisville, CO or Grain Valley, MO Background

Velocity Dynamics, LLC (“Company”) is a wholly-owned subsidiary of Cleanwater1, Inc., is the global leader of standard and custom chemical storage, metering, mixing, and delivery systems used in water and wastewater treatment. Our team brings over 100 years of combined experience to the municipal water & wastewater, mining, petrochemical, food, and paper industries. Cleanwater1, Inc., Inc., through its various operating subsidiaries, is one of the most dynamic and fastest-growing companies in the water infrastructure market.

Field Service Manager

The Field Service Manager will ensure the safe, efficient, and effective operation of field service activities within their geographic region and may be asked to help in other areas as needed. Main duties encompass various aspects of field service management, customer relationship management, and team leadership including strategic resource planning of on-site equipment start-up and service, successful customer training, internal technical and product training, and driving sales of parts and services. The Field Service Manager reports directly to the VP of Service.

This position requires a balance between field personnel management, scheduling, and customer service business skills. The successful candidate will be a highly responsible and reliable, detail oriented, self-starter with a customer-centric personality, strong organization and communication skills, and MS Office proficiency. The ideal candidate will be able to create and maintain a rapport with local customers and our internal diverse local and remote teams. This full-time position will report out of either the Louisville, Colorado or the Grain Valley, Missouri office.

Essential Job Functions

• Ensure that customers receive timely, efficient, and high-quality service.

• Work with internal personnel, customers/agents and contractors to ensure successful installations, start-ups, and service of equipment.

• Schedule and assign work to regional department personnel based on their individual skills and workload, including start-up, customer training, warranty and other service visits.

• Ensure effective communications and relationships are maintained between customer(s), Field Service Manager, Field Service department team members, and field service personnel.

• Prioritize and manage time efficiently as both a manager and team member.

• Address and resolve customer complaints and issues promptly to maintain high levels of satisfaction.

• Optimize regional field service operations to ensure maximum productivity and minimal downtime.

• Work with the Field Service Manager to implement and monitor performance metrics to assess and improve regional service efficiency.

• Manage and allocate resources (personnel, tools, equipment) effectively to meet service demands.

• Recruit, train, and develop a skilled team of field service technicians, as applicable.

• Provide ongoing coaching and support to enhance both the technical and soft skills of the team.

• Understand budgets and help control costs.

• Identify and help grow opportunities for revenue growth through service contracts, upselling, and other means.

• Foster a positive and collaborative team environment.

• Ensure team can provide on-site training of customer personnel on proper operation of equipment and routine maintenance; Make technical recommendations to maintenance technicians and treatment plant operators.

• Model proper documentation practices and ensure team completes service reports – recording repairs, warranty services, maintenance performed, and startup documentation.

• Work with the Field Service Manager and Sales team to develop and implement continuous improvement initiatives to enhance service quality and improve customer engagement and retention.

• Build and maintain strong relationships with key customers and stakeholders.

• Gather and record feedback to understand customer needs and expectations.

• Help understand, improve, and leverage internal technology to enhance service delivery, such as using field service management software, mobile tools, and data analytics.

• Work with Regional Sales team to stay updated with industry trends and innovations to keep the local service operations competitive and efficient and expand offerings as applicable.

• Provide technical consultation and installation assistance to on-site personnel and contractors.

• Provide customer pre-consultation, site readiness preparation, and startup monitoring.

• Work with Technical, Engineering, Project Management, and Sales teams to resolve escalated problems.

• Maintain accurate records and documentation, including recording, organizing and filing customer interactions, warranty cases, and technical issues using Salesforce.

• Implement and ensure compliance with environmental, health and safety policies and procedures, including customer policies and procedures when working at customer sites.

• Mentor team members and provide regular performance feedback, regular performance appraisals and, on an as-needed basis, performance improvement initiatives and disciplinary action.

• Work with IT and Field Service Manager to prepare custom reports as needed for key accounts and internal management.

• Participate in and help lead remote and in-person training and meetings for internal and external teams.

• Ensure that regional team members comply with all policies and procedures, including the Travel Expense and Reimbursement Policy.

• Ensure all regional field service activities comply with company and industry regulations and safety protocols.

• Determine the correct tools and equipment required to perform day-to-day duties.

• Ensure all materials, tools and equipment are kept safe, secure, and in good working order.

• Ensure site work is carried out in the required order, for completion by the required timeline.

• Travel up to 35% of the time to customer jobsites within the continental United States.

• Other duties as assigned.

Required Qualifications

• Have had or have a state issued Operators license in water or wastewater treatment, residuals handling, distribution, or associated field.

• 5 years’ experience installing/repairing/maintaining water or wastewater treatment equipment or related engineering experience.

• 3 or more years’ experience in a management role, or 5+ years in a supervisory role.

• 5 years’ experience with electro-mechanical pneumatics hydraulics, AC/DC motor controls, PLCs, VFDs, and pump systems.

• Familiarity with CRM and ERP software.

• Proficient in Word, Excel and MS Projects.

• Strong verbal, written and interpersonal communication skills.

• Ability and willingness to travel to customer sites or other Company facilities when needed to resolve issues, train employees, or when required by senior management.

• Ability to diagnose technical problems and determine proper solutions.

• Strong mechanical, technical, and troubleshooting skills.

• Ability to read and review blueprints, plans, specifications, and other documentation to prepare for startup or service and recognize potential issues or challenges.

• Self-motivated with ability to work and think well independently.

• Excellent time management and organizational skills.

• Have and maintain a valid driver's license with a clean driving record (MVR will be run regularly).

Preferred Qualifications

• Bachelor’s degree in related discipline or equivalent work experience.

• Work experience in the municipal wastewater industry.

• Experience with Salesforce.

• OSHA 10 Hour or 40 Hour Certifications

Work Environment

• Approximately 60% Office Setting.

• Approximately 30% Light Industrial - May be exposed to areas of high noise levels, hazardous propellants, chemicals and industrial facilities. Appropriate PPE and training will be provided for all conditions; and

• Approximately 10% Customer Jobsites - May be exposed to a variety of weather elements as well as areas of high noise levels, hazardous propellants, chemicals and industrial facilities. Appropriate PPE and training will be provided for all conditions.

• Exposure to liquid and dry chemicals and substances associated with water and wastewater treatment, including permanganate, polymers, sodium hypochlorite, and liquid ammonium sulfate, among others.

Physical Demands

• Ability to sit for long periods of time.

• Regularly required to stand, walk, sit, reach with hands and arms, climb or balance, stoop or kneel, talk and hear, and use fingers and hands to feel objects, tools or controls.

• Must have manual dexterity to operate the equipment and tools required for this position.

• Must be able to quickly respond (with the hand, finger or foot) to a signal (sound, light, picture) when it responds.

• Ability to perform work outdoors under a variety of weather conditions.

• Specific vision abilities include close vision and the ability to adjust focus.

• Ability to look at computer monitors for much of the workday.

• Ability to occasionally lift and/or move up to 50 Lbs.

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.

This position is non-exempt. Compensation is dependent on skill level. Benefits package and incentives are provided. Relocation assistance would be available for qualified candidates.

Qualified applicants should submit their resume to be considered for this position. No phone calls, please.

Wonderbench is partnering with cleanwater1 to recruit for this position. We will evaluate applicants relative to the requirements. Cleanwater1 will contact only those applicants who best meet the criteria for an interview. Wonderbench will retain your application materials and may contact you regarding future opportunities.

Cleanwater1, Inc. and its subsidiaries are equal opportunity employers supporting workforce diversity - M/F/Veteran/Disability. All qualified applicants will receive consideration for employment without regard to age, race, creed, color, national origin, ancestry, marital status, affectional or sexual orientation, gender identity or expression, disability, nationality, or sex.

Cleanwater1, inc. and its affiliated subsidiaries maintain a drug-free workplace.

ABOUT VELOCITY DYNAMICS / Cleanwater1

Velocity Dynamics, LLC (“Company”) is a wholly-owned subsidiary of Cleanwater1, Inc., is the global leader of standard and custom chemical storage, metering, mixing, and delivery systems used in water and wastewater treatment. Our team brings over 100 years of combined experience to the municipal water & wastewater, mining, petrochemical, food and paper industries. Cleanwater1, Inc., Inc., through its various operating subsidiaries, is one of the most dynamic and fastest growing companies in the water infrastructure market.

ABOUT WONDERBENCH
Wonderbench makes it easy to ignite careers and successfully recruit for entry to senior-level positions. Through recruiting and professional services, we empower our clients to nimbly address current issues while building a strong leadership bench for a better future.

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