Field Operations Manager

Profile

**MEMBERS ONLY**SIGN UP NOW***. is on a mission to disrupt the beverage supply chain and replace single-use water bottles with smart water machines. Thousands of companies use **MEMBERS ONLY**SIGN UP NOW***. to sustainably provide their employees with pure, sparkling, and flavored water at work. As the market leader in IoT-enabled beverage machines, weve raised over $160M in venture capital and were growing year over year.
We are looking for a Field Operations Manager
to help launch and manage **MEMBERS ONLY**SIGN UP NOW***.s operations in the Dallas and Fort Worth area. Reporting to the Director of Service Operations, our Field Operations Manager will launch the Dallas region as a team of one, with lots of support from our HQ in Boston. As the number of machines in the market grows, they will be expected to build out a team of technicians under them. You will also be expected to offer strategic operational support and training to our local channel partners.
The successful candidate will be comfortable managing a team of technicians, have experience as a mobile technician themselves, and be committed to providing best-in-class service to **MEMBERS ONLY**SIGN UP NOW***.s customers as we launch Dallas as a new market.
We are looking for someone with a true ownership mentality - this will be YOUR market, and its growth and success is directly tied to your customers experience with our product and service team.
What you will do:
Launch, build and lead the Field Service team to complete field service activities in and around Dallas and Fort Worth
Over the first ~6 months, balance computer based communication duties with time spent in the field servicing machines themselves
Create daily schedules with efficient routing to drive technician productivity
Manage the new customer installation process post-sales by coordinating the site inspection, completing all necessary install documentation, and ensuring the install takes place according to the customers expectations
First learn themselves, then provide training and coaching to team members on servicing machines, completing machine design change updates, troubleshooting software and hardware, and good practices when communicating with customers
Manage the day to day operations of our small scale warehouse, including managing inventory and vehicles
Lead root-cause troubleshooting efforts to resolve machine issues quickly and to customer expectations
Develop new processes and Standard Operating Procedures to improve field service efficiency
Gather and share customer and service feedback with the product team, improving future versions and iterations of our product
Own Key Performance Indicator (KPI) targets including machine uptime, customer service, unplanned service rate, and monthly machine visits
Requirements
5 years experience in operations/operations management or field service
2 years leadership experience in building and leading a team
Demonstrated process improvement experience, strong analytical, communication and time management skills
Savvy with management information tools including ticket tracking, excel, ERP, business intelligence and KPI reporting.
Proven track record for providing high levels of customer service with strong ownership
A passion for our mission and our product
Experience in Start-Up and high growth company preferred but not required
Comfortable working with customers and being the face of **MEMBERS ONLY**SIGN UP NOW***. customer service
An active license to drive a vehicle in the local market serviced
Comfort using modern digital tools for communication and employee management
Benefits
Comprehensive medical, dental and vision insurance plans with BlueCross BlueShield, 95% paid by employer
401(k) with company match, and environmentally responsible investment options
Flexible PTO plus 9 company holidays, and additional paid days for sick leave, etc (including sustainability or social justice volunteer events)
Generous fully paid parental leave for both birth parents and non-birth parents
Fully employer paid disability and life insurances
Wellness and fitness reimbursements
Monthly stipends for cell phone use and commuting costs
Onsite snacks and (of course) unlimited **MEMBERS ONLY**SIGN UP NOW***. (link removed) plus composting and terracycling, too
Happy hours, pancake breakfasts, Hero awards - and more!
Join a team that shares our **MEMBERS ONLY**SIGN UP NOW***. Core Values: Put Customers First
Be Great to Work with
Raise the Bar Together
Act Like You Own the Business
Be Curious and Ask Why
Champion Sustainability
**MEMBERS ONLY**SIGN UP NOW***.

Company info

Sign Up Now - MiamiCrossing.com