Branch Manager

Worldwide TechServices, LLC; Phoenix, Northern (AZ, KY); Hybrid; USD 90,000 - 120,000; Full time

Job summary

Worldwide TechServices, LLC is seeking a Branch Manager to lead daily field operations within a defined geographic area. You will ensure objectives are met, drive staffing decisions, and supervise technicians to maintain service quality.

Required is a bachelor’s degree with 3–6 years supervisory experience, solid knowledge of software/hardware, and OEM certifications. Travel and after-hours standby may be involved.

Qualifications

• Bachelor’s degree or equivalent with 3–6 years relevant supervisory experience.
• Experience leading field operations and coordinating technicians.
• Knowledge of relevant software and hardware; OEM certifications.
• Willingness to travel and participate in after-hours standby as needed.

Responsibilities

• Lead and direct field operations technicians in assigned territory.
• Coordinate installation, service and repair of software and hardware equipment.
• Manage staffing levels and supervise performance, training and development.
• Prioritize daily service calls and projects based on geography and client needs.
• Ensure service calls are addressed within guidelines and control costs.
• Handle administrative tasks including time cards, expenses, reporting and staffing availability.

Skills

Leadership

Communication

Customer service

Organizational skills

Staff management

Travel readiness

Industry knowledge

Education

Bachelor’s degree or equivalent

Tools

Software knowledge

OEM certifications

Job description

Worldwide TechServices is a global leader in delivering technology services and solutions to the world's most demanding clients. Headquartered in Tewksbury, MA; we provide infrastructure services and professional services to the world's leading technology providers, outsourcers, large and small businesses and consumers. WWTS currently has an opening for a Branch Manager responsible for the leadership and direction of daily field operations within an identified geographic area. The Branch Manager is responsible for ensuring all pre-established goals and objectives of the Field Organization are met on a consistent basis.

Responsibilities

• Lead and direct field operations technicians in assigned territory to comply with contractual service agreements
• Coordinate activities of technicians responsible for the installation, service and repair of software and hardware equipment
• Makes recommendations regarding appropriate staffing levels to Area Manager and plays an active role in the hiring process
• Responsible for performance of assigned technicians including performance management, training and development and compliance with all established processes and policies
• Contributes knowledge and understanding of geography and client service levels to prioritize and assign daily service calls and projects
• Manages work procedures to meet schedules and client service requirements
• Responsible for ensuring service call escalations are addressed to fruition within established guidelines
• Manage and apply established cost containment measures and processes including but not limited to utilization of technicians, overtime goals, logistics and parts returns
• Proactively identify and make recommendations for operational improvement
• Communicate goals and objectives of the organization to field technicians
• Attends client conference calls as needed
• Performs all administrative functions for the assigned geography including approval of time cards, expenses, reporting requirements and staffing availability

Requirements

Education and Experience

• Typically requires a Bachelor’s degree or equivalent and 3-6 years relevant experience
• Preference will be given to candidates with supervisory experience

Certifications and/or Qualifications

• Knowledge of relevant software and hardware
• Maintain all required OEM Certifications as directed by Management

Skills

• Strong written and oral communication skills
• Excellent customer service and interpersonal skills
• Strong organizational skills
• Ability to balance multiple needs and concerns
• Ability to delegate tasks efficiently
• Ability to oversee the planning, organization, development and implementation of projects and services
• After hours stand-by required for some clients
• Ability to maintain professionalism when interacting with internal and external clients
• Understanding of basic management techniques
• Additional requirements may exist if offer of employment is extended
• Ability to travel as required

Equal Opportunity Employer
This employer is required to notify all applicants of their rights pursuant to federal employment laws.For further information, please review the Know Your Rights notice from the Department of Labor.