Aftermarket Field Service Manager

At Air Products, our purpose is to bring people together to reimagine what's possible, collaborate and innovate solutions to the world's most significant energy and environmental sustainability challenges. Grow with us as we embark on building tomorrow together by being the safest, most diverse and most profitable industrial gas company in the world.

Reimagine What's Possible

Are you looking for a dynamic, growth-oriented career that lets you work with exceptional people to build a world-class field service organization? Rotoflow, An Air Products business, is the place for you!

Rotoflow, An Air Products Business, is a full-service turbomachinery OEM - providing a wide range of new equipment solutions and aftermarket services to our customers globally in market segments such as industrial gases, petrochemicals, and hydrocarbons. Worldwide aftermarket services are provided from three regional service centers for all types of rotating OEM and non-OEM equipment, and our global Field Service Team is currently dispatched from 8 countries. Visit www.rotoflow.com for more information. Experience More. Together.

We are seeking an Aftermarket Field Service Manager responsible for managing, developing, and growing a world-class, global field service team and business.

This position can be located anywhere but will require flexibility with weekend and off-hour support for a global team operating in multiple time zones.

The team conducts remote and on-site troubleshooting, installation, commissioning, and startup for all types of expansion, compression, and fluid handling equipment for both internal and external customers in air separation, hydrocarbon, and petrochemical markets. The team is also responsible for resolving the most complex field service and machinery support requests, including root-cause analysis failure investigations, providing critical feedback to Air Products Operations as well as the Rotoflow Product Delivery Teams for asset optimization and product improvements, respectively.

• Ability to apply experience and creativity to develop strategies and plans to grow a world-class field service business and see the results of candidate's direct efforts,

• Working collaboratively within Air Products and with customers to support critical operating plants with a sense of urgency and direct line of site to the impact of the team's efforts,

• Being part of a growing, dynamic organization composed of highly motivated professionals.

• Work collaboratively across the business to ensure successful field service and technical support needs.

• Able to work off hours and weekends to support the field service business.

• Understand, implement, and meet the schedule commitments to meet critical customer completion requirements.

• Handle stress and lead multiple challenging priorities in a fast-paced environment.

This position has accountabilities in three broad areas:

• Management of the Team

• Management and Oversight of Field Service Jobs, Machinery Support Requests, and Fleet Management

• Management and Growth of the Business

• Manage a team composed of 18 direct reports: 2 Field Service Coordinators, 14 Field Service Engineers, and 2 Machinery Engineers.

• Hire and develop employees by providing appropriate coaching, technical and work process training, job reviews, and feedback.

• Lead and assign work (field service and technical support requests) ensuring skills gaps are understood and mitigated with appropriate training or mentoring.

• Ensure the team represents Rotoflow well in front of customers with professionalism, safety focus, and technical competence leading to repeat business.

• Conduct regular coaching, performance reviews, performance management. Ensure group goals are translated into individual objectives and team members are engaged and understand their roles in meeting business targets.

• Ensure safety excellence, vigilance, and manage safety risks proactively; ensure all individual L1 BSP activities are complete, and each direct report is compliant; Complete all L2 BSP activities; actively lead safety on active jobs.

• Ensure all field service engineers are compliant with the field service handbook and other policies.

• Approve all expense reports and ensure compliance with policies. Monitor individual workload and utilization, prioritize work, and seek resources or work as needed.

• Forecast and develop resource plans that meet medium and long-term business needs.

Management of Field Service Jobs, Machinery Support Requests, and Fleet Management

• Review requests for quotation, define work scope when needed independently or with assistance from other functions, and maintain the field service schedule with potential field jobs.

• When jobs are awarded, select and schedule qualified, available personnel including necessary support resources for the field service work.

• Conduct all necessary trip preparation activities including contract review, scope definition, safety reviews, travel preparations.

• Monitor daily reports from the team and provide guidance when needed and monitor for safety and customer satisfaction.

• Ensure compliance with proper time charging and billing policies including customer timesheet approvals prior to demobilization.

• Ensure trip reports are generated at the completion of all trips documenting scope of all work performed, and review for accuracy.

• Ensure customer invoices are generated in a timely manner resulting in flawless accounts receivable performance.

• Seek customer and internal feedback and conduct lessons-learned after each field service job to ensure continuous improvement and profitability targets are met.

• Assign and lead machinery support requests which include remote troubleshooting, customer field inquiries with an eye toward moving customers toward paid support.

• Assign machinery engineers to lead RCAs to support customer reliability improvements and warranty investigations.

• Maintain and lead fleet maintenance and reliability records centrally for Rotoflow and other equipment, ensure data is analyzed for opportunities and provide feedback to Sales and Product Teams.

Management and Growth of the Business

• Work with Global Functional Owner and other key stakeholders to document and train on existing work processes, tools, and systems and drive for compliance.

• Ensure roles and responsibilities across the field service team are clear, documented, and maintained, including the revisions of the Field Service Coordinator roles, the Machinery Engineers, and the Field Service Engineers, with the intention of realizing the transformational goals of the Rotoflow organization.

• Benchmark against internal and external world-class aftermarket field service organizations to identify gaps and opportunities for improvement with approaches, policies, work processes, tools, and systems and develop plans with Global Functional Owner and other key stakeholders to transform Rotoflow Field Service team.

• Develop appropriate resource plans with right global footprint as well as appropriate flex arrangements with internal teams and external partners to ensure Rotoflow can meet customer support needs.

• Develop increasingly differentiated capabilities and services from installation, commissioning, startup, performance assessments, troubleshooting across mechanical, engineering, I&E needs for Rotoflow and non-Rotoflow equipment.

• Grow the business and drive utilization; work with Rotoflow Sales team to network and engage key Air Products personnel (ESPS, IG, etc) who are involved with providing and needing field services to develop relationships and opportunities to flex resources or provide services and to ensure Rotoflow capabilities and offerings are understood and meet internal needs for traditional and non-traditional requests.

• Work with Sales to ensure the field services team provides appropriate support to the sales team providing site assessments and technical support to grow order intake.

• Handle resources, costs, and utilization across multiple cost centers.

• A strong safety focus, with a full understanding and ability to quickly learn varied EHS regulations and the Company's Global EHS policies and procedures.

• A minimum of technical trade training or equivalent technical degree or equivalent experience is required for highly qualified candidates; a BS Mechanical Engineering degree is preferred.

• Minimum of 8 years' experience with service of machinery and machinery systems vital for effective scope development and scheduling of resources to meet customer requirements.

• Strong technical aptitude, ability, and desire to learn quickly.

• Good business aptitude, ability to understand impact of actions on order intake and profitability of the business.

• Strong leadership, supervision, and interpersonal skills, with ability to coach, lead, and set direction for a globally diverse team operating in multiple time zones.

• Track record of developing high-performance teams, onboarding new employees, technical training, etc.

• SAP experience, including ability to work with service orders.

• Travel - up to 25%.

• Valid Driver's License and good driving record.

Join Air Products, where we proudly value the skills, dedication, and leadership that veterans bring to the table. As a veteran-friendly organization, we actively encourage and welcome veterans to apply for various roles within our company. We recognize the unique strengths and experiences that veterans contribute, and we foster a workplace that honors your service while providing a platform for professional growth.

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We are the world's largest hydrogen producer with over 80 years of industrial gas experience. We are hydrogen and industrial gas experts delivering safe, end-to-end solutions, investing in real, clean energy projects at scale, and driving the industry forward to generate a cleaner future.

At Air Products, we work in an environment where we put safety first, diversity is essential, inclusion is our culture, and each person knows they belong and matter. To learn more, visitAbout Air Products.

We offer a comprehensive benefits package including paid holidays and vacation, affordable medical, dental, life insurance and retirement plans. You will be eligible for benefits and also be 100% vested in your retirement benefits on your first day of employment.

We are an Equal Opportunity Employer (U.S.).You will receive consideration for employment without regard to race, color, religion, national origin, age, citizenship, gender, marital status, pregnancy, sexual orientation, gender identity and expression, disability, or veteran status.

Air Products is committed to working with and providing a reasonable accommodation to individuals with disabilities. If you have a disability and you believe you need a reasonable accommodation to search for a job opening or to submit an online application, please e-mail us at talent@airproducts.com. General application status inquiries are not answered by this mailbox rather you'll receive an e-mail directly from our Career Center and/or the Talent Acquisition Specialist.