Regional Service Manager

Exponential Power; Brookville (PA); On-site; USD 90,000 - 130,000; Full time

Job summary

Exponential Power is seeking a Regional Service Manager-East to lead Field Service Lead Technicians across the East Region. You will manage scheduling, coaching, reporting, and ensure timely communication with customers through PMs or directly.

The role requires telecom repair and installation knowledge and DC power systems familiarity. You will oversee site work, train technicians, conduct audits, and coordinate with Project Managers, Sales, and internal teams to maximize asset utilization

Responsibilities

• Oversee job site work, and tech crews at site
• Performs administrative duties to schedule techs
• Ensures the scheduling program accuracy
• Assists with project quotes, as needed
• Timesheet Approvals
• Expense Approvals
• Effective use of all Technicians each day/month to ensure all jobs are completed without overworking Technician
• Efficient scheduling of work by areas/teams to maximize use of assets and profitability
• Works with PM, SC and FSS to schedule technicians
• Responsible for ensuring that Quality Control Audits are completed
• Responsible for ensuring that all Safety Audits are completed
• Ensures that all procedures used by Technicians are accurate and up to date
• Provides technical support to Project Managers, Sales, Technicians, and Customers to ensure customer satisfaction and increase repeat sales
• Conduct site surveys as needed, to ensure PM have proper level of detail for service work
• Provide support for MOP creation leveraging the Service/PM team for support
• Working knowledge of warehousing-familiarity with forklifts, pallet jacks, organization, inventory
• Maintains positive and ongoing relationships with customers internal and external to enhance profitability and return Customers
• Provides information to other team members and Leads when needed
• Always maintains a helpful and courteous working relationship
• Drive efficiencies of the techs by making sure they can get in and out of the warehouse on a timely basis
• Willing to take a hands-on approach to the job, to include operating a forklift
• Responsible to ensure all Technicians are properly and thoroughly trained in the respective location
• Ensuring that all Technicians in the respective location are promoted only when they show the proper competency
• Provides performance that is reliable
• Detail oriented
• Ensures proper attendance, follow-up and ensures that work projects are not left undone when absent
• Abides by all Exponential Power policies and procedures
• Always maintains a professional attire and demeanor

Job description

Managing the Field Service Lead Technicians, including all Technicians in their respective teams within the East Region.

This position is responsible for scheduling the work for the East Region Technicians in Field Service Module within NetSuite by collaborating with the Project Managers. The Regional Service Manager-East (RSM-East) serves as the main contact for all department issues/concerns and serves as the key contact for ensuring that all scheduling information for the respective region is communicated to customers via the PM or directly when necessary. The RSM is responsible for ensuring all Field Leads are properly training technicians on the respective teams, they are completing thorough and accurate reports, deliver those reports to the customers and or PM, as well as to the office, in a timely fashion, and complete and turn in all relevant paperwork to the office for billing purposes.

The RSM should have a high level of knowledge related to telecom repair and installation as well as supporting DC power systems and the tools and equipment used to service these systems.

AREAS OF RESPONSIBILITY

Oversee job site work, and tech crews at site

Performs administrative duties to schedule techs

Ensures the scheduling program accuracy

Assists with project quotes, as needed

Timesheet Approvals

Expense Approvals

SCHEDULING OF ALL SERVICE TECHNICIANS

• Effective use of all Technicians each day/month to ensure all jobs are completed without overworking Technician.
• Efficient scheduling of work by areas/teams to maximize use of assets and profitability.
• Works with PM, SC and FSS to schedule technicians.

QUALITY CONTROL

• Responsible for ensuring that Quality Control Audits are completed.
• Responsible for ensuring that all Safety Audits are completed.
• Ensures that all procedures used by Technicians are accurate and up to date.

TECHNICAL SUPPORT

• Provides technical support to Project Managers, Sales, Technicians, and Customers to ensure customer satisfaction and increase repeat sales.
• Conduct site surveys as needed, to ensure PM have proper level of detail for service work.
• Provide support for MOP creation leveraging the Service/PM team for support.
• Working knowledge of warehousing-familiarity with forklifts, pallet jacks, organization, inventory

CUSTOMER RELATIONSHIPS

• Maintains positive and ongoing relationships with customers internal and external to enhance profitability and return Customers.

TEAM PARTICIPATION

• Provides information to other team members and Leads when needed.
• Always maintains a helpful and courteous working relationship.
• Drive efficiencies of the techs by making sure they can get in and out of the warehouse on a timely basis
• Willing to take a hands-on approach to the job, to include operating a forklift

TRAINING OF TECHNICIANS

• Responsible to ensure all Technicians are properly and thoroughly trained in the respective location.
• Ensuring that all Technicians in the respective location are promoted only when they show the proper competency.

ATTENDANCE, RELIABILITY AND PROFESSIONAL ETHICS

• Provides performance that is reliable.
• Detail oriented
• Ensures proper attendance, follow-up and ensures that work projects are not left undone when absent.
• Abides by all Exponential Power policies and procedures.

Always maintains a professional attire and demeanor.