Job Description

Revision Date: 7/31/2015

Reports To: EVP Global Solutions


JOB SUMMARY: This position is responsible for ensuring that field service is provided as needed on all

Stolle product lines to international and domestic customers.Ensure the efficient and effective

distribution of work and cost effective assistance through all field service technicians and direct

reports through team work provide service, audit, warranty and production expertise as required and as

assigned. Respond as a subject matter expert on all service related issues and as the ultimate decision

maker for scheduling and service assignments. As the first point of contact for customers, utilize all

available resources to resolve customer concerns and exceed customer expectations.


PRINCIPLE ACCOUNTABILITIES include:

Personnel Administration: Ensure equal distribution of work load as appropriate, responsible

for the effectiveness, efficiency and morale of field service personnel.Ensure all personnel

are trained for success and the opportunity for never-ending improvement.

Daily Operations: Utilizing IFS enter data, maintain and update reports as required.Monitor

metrics (ie customer calls, customer complaints and service write-ups) used to determine individual

personnel performance, departmental efficiency/effectiveness and machinery operation exceptions.

Act with authority to approve service quotes. Respond as a resource to the VP Ops and Stolle leadership as requested.

Service: Troubleshoot & "Quarterback" all incoming service calls, address all customer concerns,

needs and complaints. Seize the opportunity to turn an issue into a service call. Capitalize on

the individual strengths of service team members.
Additional responsibilities and duties may be assigned.



Minimal requirements for education, knowledge and experience:

High School Diploma or GED 12-15 years of hands-on domestic and/or international field service. 5 years in a managerial/supervisory role w/ 5+ direct reports. ERP system,Microsoft experience w/ emphasis in Excel. Excellent customer service skills Ability to make decisions with limited information, multi-task, prioritize and weigh

domestic/international assignment options quickly.
This position requires the ability to perform the essential duties and responsibilities in the following environment:

* Work schedule generally consists of 40 hours per week, which may include on-call status, evenings, and/or weekends.