This position focuses on leading a group of field personnel in support of SeaStar Solutions electronic products including on-site technical support at customer's facilities, remote support via telephone and email and providing technical training both on-site and at SeaStar Solutions facilities. The Field Service Manager will work closely with Design Engineering and Product Management to provide customer feedback, warranty support and assist in new product development. The Field Service Manager will lead, mentor and develop Electronic Technical Specialists and Field Service Engineers and also contribute to the development of training material and manuals.
Education & Experience
Bachelor of Science in an engineering discipline preferred
5 - 10 years of experience leading Marine Support teams.
Lead field service team by providing technical and priority guidance to staff
Evaluate potential candidates for hire within the Field Service Department
Must be willing to travel both domestically and internationally in support of Seastar Solutions electronic products
Provide technical customer support to dealers, OEMs and consumers in regard to electronic products
Provide troubleshooting assistance to dealers, OEMs and consumers during initial installations and after delivery
Train dealer network and OEMs by teaching training classes and providing on-site installation assistance
Support Sales staff by providing technical assistance on sales calls
Determine additional sales opportunities within OEM and dealer accounts, explain the benefits to the customer and coordinate quotations with sales staff
Support Design Engineering in new product releases by assisting with execution of functional test and validation plans and performing field testing
Support Product Management and Sales by actively planning, preparing and participating in boat shows and sales events
Support Product Management with customer feedback by providing the “voice of the customer”
Support Quality Management by assisting in warranty administration
Prepare training material for use in dealer and OEM training
Provide input and feedback to assist in the preparation of manuals
Mentor, recognize talents, match talents and tasks; accommodate people growth.
Skills & Abilities
Self-motivated and creative team player with strong sense of commitment to internal and external customers
Strong problem solving skills, ability to troubleshoot problems on-site and remotely
Ability to forge and manage relationships with customers
Thorough knowledge and experience with all SeaStar electronic products
Thorough knowledge of hydraulic steering systems
Excellent ability to troubleshoot electronic systems at the module level
Experience in installing and servicing marine electronics and boat systems in general
Excellent boat handling skills and knowledge
Proficient computer skills to operate highly advanced diagnostic and development tools
Creativity in problem solving
Must have real world experience working with individuals of diverse backgrounds and a respect for difference.
Professional demeanor whether in person, via email or on the telephone.
Excellent written and verbal communication skills in English.
Excellent at multi-tasking, scheduling, and balancing priorities
Ability to generate detailed Engineering Reports
Thorough knowledge of SeaStar warranty procedures
Effectiveness of leadership and guidance of field personnel
Effectiveness of interfacing with customers both internal and external
Mastery of installing, servicing and troubleshooting all Seastar electronic products
Concise and accurate engineering reports
Effectiveness of dealer and OEM training
Timely feedback of customer issues to Product Management
Approved training material for use in Dealer and OEM training
Chances are when you take the helm, put your boat in gear and ease out of your slip, you can thank SeaStar Solutions. When you’re running at wide-open throttle and have to execute a turn, you can thank SeaStar Solutions. When you can do it all day and still feel relaxed and in command as you head for home, you can thank SeaStar Solutions.
For almost 60 years, SeaStar Solutions has put boaters i...n command and control of their vessels. From throttle and shift control cables to your boats steering to instrumentation and repair parts for your engine and drive, SeaStar Solutions has continually led the recreational marine industry with innovation, quality and a commitment to supplying boat builders, dealers and boaters with the parts they need, when they need them.
It’s this dedication that has kept SeaStar Solutions at the forefront of the industry – and that continues to play an important role as we enter the 21st century.
Take a closer look at our history and at the many breakthrough products we’ve introduced throughout the years. You’ll also find links to our locations around the world and more information on each of our divisions and brands.