Area Service Manager - Atlanta

BlueCrest; Atlanta (GA); Vor Ort; USD 95.000 - 116.000; Vollzeit

Benefits dieser Stelle

Medical, dental, and vision coverage

401(k) Savings Plans

Life insurance and disability coverage

Employee assistance and wellness

Zusammenfassung

BlueCrest is seeking a Service Manager to lead the customer-facing service organization for on-site locations and regional field service in the US. You will supervise the service team, manage client relationships, and ensure high customer satisfaction.

The role focuses on operational, financial, and performance management of technicians, adherence to standards, and continuous improvement, with responsibility for SLA delivery and site information control.

Qualifikationen

• Electro-mechanical experience and customer-facing service background.
• Strong written and verbal communication skills with clients.
• Ability to manage under tight deadlines and work independently.

Aufgaben

• Primary service contact for the customer base and regional on-site locations.
• Oversee service team, supervise operations, and ensure SLA adherence.
• Plan preventive maintenance and manage site records and inventories.
• Drive continuous improvement and coordinate with Service VP on projects.
• Handle escalations and maintain compliance with quality and safety policies.

Kenntnisse

Electro-mechanical experience

Excellent written and verbal comms

Ability to work under demanding/deadly

Ausbildung

BA or BS in technical field or business administration

MBA in business administration

Jobbeschreibung

BlueCrest is a global, innovative leader in enterprise print, mail and customer communications. Our products include printers, inserters, and sorters and a renewed commitment to innovative software and vote-by-mail solutions. We are proud to be an industry and market leader in the mail space.

Although our manufacturing headquarters is based in Danbury, Connecticut, we are a global company with clients and team members in over 15 countries worldwide, including an expansive field service team comprised of over eight-hundred specialized field service technicians. Advancing our clients' operations to meet the demands of the future takes a great team and hard work.

We move quickly to creatively solve problems and implement change. Most of all we cherish our role as a trusted and innovative technology partner. We provide a supportive and inclusive working environment for employees where individuals can thrive, and teams can flourish.

Our BlueCrest culture is reflected by our core behaviors: Innovation, Collaboration, Accountability, Resourcefulness and Enthusiasm (ICARE). It is with these behaviors in mind that we approach every customer, every idea, every product, and every employee, every day.

It is the essence of how we interact and work. It's how things get done at BlueCrest.

Job Description

The Service Manager is responsible for the customer-facing service organization and the delivery of customer service for dedicated on-site locations and field service in their region.

This position is responsible for the direct supervision of their service team within the US Services organization, supporting operational, financial, and performance management of service technicians; adherence to technical standards and operational procedures and ensuring high levels of customer satisfaction.

CORE RESPONSIBILITIES

Customer Relationship Management

• Primary BlueCrest Service contact to our customer base.
• Ensure that service expectations and commitments are met so that employee and client satisfaction is maximized.
• Support and conduct regular client meetings.
• Understand clients’ production schedules.and ensure that optimal service support is delivered enabling customers to meet their commitments.

Operational Management

• Support the delivery of Client contracted SLA's, delivering superior client experience and satisfaction.
• Ensure the upkeep of site-specific information such as maintenance records, service work orders, etc.
• Planning of preventative maintenance for all covered systems, in line with BlueCrest best practices, ensuring that PMs are scheduled with customers in advance at the required intervals.
• Control and accountability of inventory on-site and maximize efficiency of BlueCrest systems.
• Support or conduct operational review meetings with customers, documented action items, and follow up in a timely manner.
• Support Service VP and the Service Organization on projects as needed.
• Drive escalations when needed to ensure essential resources are devoted to critical issues and equipment downtime is minimized.
• Ensure that company policies and procedures are followed and communicated effectively.
• Identify any new requirements or additional services that will improve overall client productivity and performance.
• Ensure full compliance with all aspects of BlueCrest Quality Management System.
• Ensure documented operating quality procedures are in place and updated regular
• Drive continuous improvement initiatives and activities and support such activities as defined by the Service VP.
• Ensure that the BlueCrest Health and Safety Policy is applied in all instances and that all essential procedures are in place to cover the Health and Safety legal liabilities.
• Accountability for service region P&L, including generating chargeable revenue and control of costs.

People Management

• Operational management of a team of employees, providing motivation, highlighting training and development, coaching and counselling to deliver high levels of employee satisfaction and performance.
• Manage the contractual coverage required on designated sites to ensure that shifts are covered and manned including holiday planning and absence coverage (if contracted).
• Deliver strong employee engagement and motivation through regular communication, employee development plans and interaction with the service team resulting in high employee retention and performance.
• Oversee the recruitment and management of all staff. Responsible for the identification and development of high potential staff as well as managing effective succession planning for key positions. Responsible for resource planning, absenteeism and performance management.
• Ensure that current HR policies and procedures are applied effectively at all times.
• Collaborate with other service managers to ensure customer needs are met across service regions.
• Any other duties reasonably required of the position

KEY RELATIONSHIPS

Reports to Position Title: VP of Service – East Division.

Scope of Responsibility:

• Operational management responsibility for the region and its team of technicians
• Main Service point of contact for customers
• Regional and local travel to customer locations as required by business need
• Involvement in cross function project teams as required

Qualifications

MINIMUM:

• Electro-mechanical experience
• Excellent written and verbal communication skills.
• Ability to work under demanding and restricted timelines.
• Ability to work independently with minimum supervision.
• Soft skills including effective listening, problem solving, presentation, and facilitation.
• Customer-facing, service management experience responsible for large team of service technicians and/or engineers.

PREFERRED:

• Financial awareness and cost control management
• Electro-mechanical experience in mail or print technology
• Demonstrable client experience enhancementAwareness of Continuous Improvement methodologies
• BA or BS degree in technical field or business administration
• MBA in business adminstration

Anticipated Close Date

EEO Statement

BlueCrest is proud to be an equal opportunity employer. We are committed to developing and retaining an inclusive workforce around the globe, free of unlawful discrimination, harassment and retaliation. We provide equal employment opportunities to all persons without regard to race, ethnicity, creed, color, religion, age, sex, national origin, disability status, marital or familial status, genetics, pregnancy, veteran status, sexual orientation, gender identity or expression, or any other characteristic for which discrimination is prohibited by law

Compensation

$105K + DOE

As a leading provider of enterprise print, mail, and customer communications solutions, BlueCrest, Inc. is committed to its employees. This commitment is embodied in our competitive benefits package, which includes medical, dental, and vision coverage, as well as flexible spending accounts, life insurance, disability income, 401(k) Savings Plans, and employee assistance and wellness programs.

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