Field Service Manager

Field Service Manager Position type: Full time; Exempt Location: Hybrid - Teaneck, NJ 07666 or Remote within US Made4net is a leading provider of supply chain execution software solutions. Our innovative technology helps businesses optimize their supply chain operations, increase efficiency, and improve overall productivity. With a global presence and a commitment to excellence, Made4net is at the forefront of the industry, serving a diverse range of clients across various sectors. Purpose of the Job: The Field Services Manager is responsible for deploying Made4net 3PL's Synapse 3PL Expert WMS for new accounts and delivering professional services onsite at existing customer locations. Our client base consists of customers of all types and sizes with operational structures and workflows that range from simple to complex. In this role, you will serve as a key onsite resource ensuring clients successfully engage with the products and realize the full potential of our software solutions. For new and existing customers, this is accomplished through discussions with the customer's main contact and subject matter experts/super users on how they intend to or currently use our software, being on-site to lead and assist with implementation, and providing training and recommendations on how to maximize the potential of our software and all related production applications to enhance the client's operational efficiency. This position plays a key role in maintaining high customer satisfaction and retention. Key Responsibilities Description of responsibilities: Implementation Delivery (New Accounts) Utilize implementation methodologies and best practices to deliver projects successfully. Establish, track, and manage project expectations related to critical path activities for implementation of our software. Ensure all project deliverables are met on time. Track progress and provide status reports to leadership, project teams, and business customers as appropriate. Identify and mitigate implementation risks. Manage and control project scope, and set and manage client expectations, revising as appropriate to meet changing challenges. Lead and assist with implementation of critical upgrades and go-lives on-site with the client. Create documentation and training material supporting existing and future product functionality. Learn and service new software features as they are developed and released. Obtain business acceptance sign-off upon completion of implementation milestones. Onsite Professional Services & Tune Ups (Existing Accounts) Deliver professional services onsite at existing customer locations, including configuration changes, process optimization, training, and hands-on operational support. Perform Operational Assessments (“Tune Ups”) – multi-day customer site visit evaluating customer's current use of the system that assess how effectively they are leveraging available functionality and identify gaps, inefficiencies, and untapped capabilities. Produce a formal, professional written deliverable at the conclusion of each Tune Up that documents findings and provides clear, prioritized, and actionable recommendations the customer can act on independently or engage Made4net to implement. Present Tune Up findings and recommendations to the customer, articulating the value and operational impact of acting on them. When the customer elects to proceed, scope and deliver the professional services required to implement the recommended changes. Identify the customer's user population for adoption and training, assess associated risks, and recommend new product or service offerings to drive maximum utilization of Made4net 3PL's products. Cultivate strong customer retention through relationship building, technology, and process improvement, in partnership with the Customer Success team. Communication, Tracking & Reporting Provide timely verbal and written communications to leadership, project teams, and business customers as appropriate. Maintain updated customer account and user information, track performance issues, and ensure their resolution. Monitor Zendesk for critical open-item tickets, keeping customers informed of status, and facilitate conversations that help us meet our promises to customers. Create reports for the Senior Manager, Field Services and/or Executive Leadership team as requested, including: assessments of implementation delivery including hours and milestone tracking; escalation of any current or ongoing issues of customer dissatisfaction; approved action plans to improve product adoption, usage, and satisfaction; and current or future training/educational needs. The incumbent may be called upon to review the work of or mentor Field Services team members for training or employee development purposes, as needed. Skills, Knowledge and Expertise Required Qualifications: Education / Experience Bachelor's degree in business/technical field or equivalent on-the-job, vocational training or equivalent. Must have at least 5 years' experience working in a technical customer support, implementation, or professional services role. Preferred prior experience or skills include operational management, project management, software testing, account manager/client responsibilities, and knowledge of the Logistics/Supply Chain management industry. 3rd Party Logistics (3PL) operations experience is preferred. Proven track record of being a motivated self-starter with the ability to work independently in a fast-paced production environment and meet critical deadlines. Strong written communication skills, with the ability to produce clear, professional, client-ready assessment and recommendation documents. Adept at delivering presentations and training confidently in a variety of settings and at all levels within an organization. Willingness and ability to travel frequently to customer sites to deliver onsite implementation and professional services. Computer / Software Knowledge To perform this job successfully, an individual should have knowledge of our Synapse 3PL Expert Warehouse Management Software or experience using a similar Warehouse Management System, as well as Microsoft Office Suite (Word, Excel, and PowerPoint) and Project Management software (SmartSheet, MS Project, MS Planner, or other project management software). Experience integrating with 3rd party software is preferred. Experience with Oracle, SQL Developer or Toad, Crystal Reports, NiceLabel, Loftware, or any other label software is a plus. Core Competencies: Business Insight Applying knowledge of business goals and the marketplace to advance the organization's goals. Action Orientated Taking on new opportunities and tough challenges with a sense of urgency, high energy, and enthusiasm. Customer Focused Building strong customer relationships and delivering customer-centric solutions. Manages Complexity Making sense of complex, high-quantity, and sometimes contradictory information to effectively solve problems. Benefits Company Benefits: Health insurance (medical, dental, vision) with a robust wellness program to support your physical and mental well-being Generous paid time off policy Company-matched 401(k) retirement plan to help you secure your future Tuition reimbursement program to support your continued education and career advancement Employee assistance program providing confidential counseling and support services for personal challenges Discretionary employee bonus program Employee Discounts and perks through our PEO Pay range: Starting from $100,000, per year salary This position offers a competitive salary package that is commensurate with your years of experience in the field and the specific skills you bring to the role. Made4net is an equal opportunity employer, and all qualified applicants will receive consideration for employment without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.