Regional Service Manager

AVI-SPL, Inc.; Calgary; On-site; CAD 90,000 - 130,000; Full time

Benefits offered by this job

Medical benefits

Paid holidays

Training & development

Job summary

AVI-SPL is seeking a Regional Service Manager to supervise in-region field service teams and deliver an outstanding customer experience in Calgary, Alberta. You will coordinate incident management with the Global Help Desk and third-party contractors, while building strong relationships with customers and local Sales/Operations teams.

You’ll drive the region’s Service P&L, contribute to revenue growth, and optimize expenditures to ensure value-driven service delivery.

Qualifications

• Must have strong leadership and management experience in a team environment.
• Excellent communication and stakeholder management skills.
• Proven ability to drive operational initiatives and achieve results.

Responsibilities

• Recruit, motivate, support, and mentor field service personnel
• Partner with Training and Development to ensure staff readiness
• Develop and refine service strategies aligned with corporate initiatives
• Manage relationships with subcontracted field service providers
• Interface with Customers to align services with expectations and coordinate with Help Desk/Support teams
• Support customer meetings and RFP processes for SI and Services opportunities
• Oversee local Service P&L and drive revenue growth while reducing costs
• Maintain a positive, team-oriented work culture and drive collaboration

Skills

Executive communication

Leadership

Strategic thinking

Problem solving

Multi-tasking

Negotiation

Customer focus

Written skills

Education

Bachelor’s degree or equivalent

Master’s degree preferred

Job description

WHO WE ARE

AVI-SPL is a digital enablement solutions provider who transforms how people and technology connect to elevate experiences, create new value, and enable organizations to thrive and grow. We are the largest provider of collaboration technology solutions, which include our award-winning managed services.

Our highly certified industry experts and innovation leaders share a vision to help people work smarter and live better. We believe that success starts with a sound team and that an inclusive and diverse workplace moves us all forward.

WHAT YOU'LL DO

The Regional Service Manager will be central in delivering a positive Customer experience within their assigned territory. This will include oversight of in-region field service technicians and dedicated onsite staff, incident and escalation management delivered in coordination with AVI-SPL's Global Help Desk, and consideration of third-party contractors. In addition to managing and liaising with these resources, the Regional Service Manager will build relationships with local Customers and with in-region Sales and Operations stakeholders.

In addition to these Service Delivery elements, the Regional Service Manager will also be accountable for the P&L performance of their respective region’s Service divisions. The Regional Service Manager will work closely with regional and Services leadership to enhance customer satisfaction and customer retention through reliable and valuable user engagements that enable a world class customer experience.

Day-To-Day Responsibilities:

• Recruit, motivate, support, and mentor quality personnel in fulfillment of Field Service Engineering and Onsite Managed Services disciplines
• Partner with the Director, Field Service Training and Development to ensure that the Company’s field service personnel are trained and ready to support the latest hardware and software technologies being offered to company customers
• Develop, implement, and refine strategies aligned with company’s corporate initiatives that are dedicated to the fulfillment of a consistent and superior Customer Service experience regardless of region
• Manage relationships with local subcontracted field service providers to ensure delivery of a consistent and superior service experience to company customers
• Interface with Customers to ensure the Services being delivered are aligned with expectations. Partner with Customers and company Integration and Global Support Services teams (Help Desk, Conference Services, etc.) teams to take corrective action where appropriate
• Support Customer engagement meetings – including Request for Proposal sessions for key Systems Integration and Services opportunities
• Oversee all aspects of the local Service P&L by contributing to top line services revenue growth (new service contracts, renewals, time & materials transactional engagements, and small projects) and the reduction of operating expenditures (outside spend, inefficient process costs)
• Maintain a positive collaborative attitude, a strong work ethic, and be able to drive a team-centric environment

WHAT WE'RE LOOKING FOR

Must-Haves:

• Excellent presentation skills and be comfortable sharing thought leadership with Executive stakeholders, Customers, Manufacturers, and Third-Party Service Providers
• Strong written skills and competence with business applications used to construct documents, financial analysis, or presentations
• Proven ability to significantly contribute toward or lead operation initiatives with a results-oriented approach
• Demonstrated leadership and management skills in a team-oriented, collaborative environment
• Exceptional strategic thinking and structured problem-solving skills
• Excellent communication and interpersonal skills, both verbal and written
• Ability to balance multiple tasks with changing priorities
• Ability to negotiate conflict and maintain constructive working relationships with people at all levels of the organization
• Self-starter capable of working independently and ensuring to meet deadlines
• Excellent communication and interpersonal skills, both verbal and written
• Must gain and maintain a strong working knowledge of company service portfolio and gain a strong knowledge of supporting processes for each offering

Nice-To-Haves:

• Bachelor’s degree or equivalent work experience; a master’s degree is preferred
• Minimum 8 -10 years’ management experience managing a diverse operation preferably in the Audio Visual or Construction industry
• ITIL Foundations certification with additional intermediate level certifications in service transition, service operations, and CSI preferred
• PMP certification preferred

COMPENSATION

• Pay Type: Salary
• Min Base: CAD $90,000.00
• Max Base: CAD $130,000.00

Actual compensation will be determined based on factors including skills, experience, qualifications, and location.

WHY YOU'LL LIKE WORKING HERE

• Medical benefits, including vision and dental
• Paid holidays, sick days, and personal days
• Enjoyable and dynamic company culture
• Training and professional development opportunities

MORE ABOUT US

AVI-SPL is an Equal Opportunity/Affirmative Action Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, pregnancy, sexual orientation, gender identity, national origin, age, protected veteran status, disability status, or membership in any other group protected by federal, state, or local law. AVI-SPL is an AA/Disabled/Veteran Protected Employer VEVRAA Federal Contractor.

AVI-SPL reserves the right to alter work hours and work location as necessary. Work hours may vary based on client requirements and may include travel to various locations in support of the account.