Regional Service Manager

Cash Depot; Green Bay (WI); On-site; USD 70,000 - 110,000; Full time

Job summary

Cash Depot in Green Bay, WI is seeking a Regional Service Manager to lead field service operations across the region. You will mentor technicians, oversee performance metrics, and drive service quality to exceed customer expectations.

This role requires travel, strong leadership, and the ability to coordinate across departments to resolve issues promptly. Responsibilities include recruiting, training, scheduling, and ensuring adherence to safety and policy guidelines while delivering reliable

Qualifications

• Valid driver’s license and clean driving record.
• 2+ years in Field Service or ATM experience preferred.
• Willingness to travel as needed.
• Previous leadership or supervisory experience preferred.
• Ability to lead, coach and develop a team.
• Ability to work safely when lifting ATMs.
• Excellent communication skills, written/verbal.
• Organized, detail-oriented, multi-tasker, critical thinker.

Responsibilities

• Recruit, interview, hire, and train new staff.
• Responsible for technician performance and metrics.
• Review workflows and work orders for quality and policy adherence.
• Assist multiple departments with service-related issues.
• Schedule and approve PTO and assign area coverage.
• Project management or reporting of metrics and progress.
• Align team goals with policies and business objectives.

Skills

Leadership

Communication

Organizational skills

Problem solving

Travel readiness

Coaching

Safety awareness

Job description

Job Details

Job Location: 1740 COFRIN DR - GREEN BAY, WI 54302

MISSION: Establish strong leadership and support Cash Depot service organization strategies, machines uptime, cost effective and customer delight.

JOB SUMMARY: The Regional Service Manager will be responsible for strong regional leadership that engages in direct line management with the field service technicians and overall service level of the assigned region. The Regional Service Manager manages, oversees, and is accountable for the technician performance and implements best in class service to our customers.

FIELD SERVICE MANAGER RESPONSIBILITIES

• Recruits, interviews, hires, and trains new staff.
• Responsible for technician performance and metrics
• Review workflows and work orders to verify quality and policy and procedural adherence
• Assists multiple departments with service-related issues, questions, or requests
• Handles discipline and coaching of Team Members in accordance with company policy.
• Schedule and approve PTO or other time off needed and assign area coverage for service gaps.
• Project management or reporting of metrics and progress

DUTIES / RESPONSIBILITIES

• Aligns the team goals and objectives with policies, goals and business objectives in a way that maximizes the overall customer experience. Establish common, customer-focused metrics that align with exceeding goals and increasing achievement results.
• Ensure effective delivery of daily operations by meeting and exceeding service level agreement objectives. Ensure work orders and projects are managed, tracked, escalated, and resolved appropriately.
• Ensure employees receive adequate training to support customers through an on-boarding and on-going training and certification program.
• Assist dispatch and dispatch supervisor in service coverage and issues as needed
• Assist other departments with service-related questions and issues
• Serves as emergency escalation contact for customer, Controllers, Field Service Technician.
• Escalates service issues as needed and responsible with the technical support manager to ensure that technical and product issues are resolved in a timely manner and according to established guidelines.
• Oversee travel and vacation schedule to ensure correct amount of staffing is always available to support the needs in the field
• Provide support of quality review meetings with team to determine what issues need root cause solutions.
• Provide support during meetings with customers concerning opened cases with dispatch, Field Service Technicians and Technical Support.
• Responsible for guidelines being observed by the team for the creation of field bulletins, ticket updates and training records.
• Sustains relationships with senior decision-makers, both internal and external.
• Manage team metrics, execute continuous improvement, and change initiatives.
• Conduct quarterly and annually feedback to each employee.
• Coordinate activities with other management personnel or departments as required.
• Identify and recommend efficiency and morale improvements.
• Operate as a team player and help to unify the team.
• Any other tasks assigned by management

Qualifications

REQUIREMENTS: (Education, Experience, Skills, Abilities)

• Valid driver’s license, clean driving record and ability to be insured through Company’s risk insurer.
• 2+ years of experience in Field Service or ATM experience preferred
• Ability to travel when needed.
• Previous leadership, supervisory experience preferred.
• Ability to lead, coach and develop a team.
• Ability to work in a safe manner when lifting ATMs.
• Ability to execute and manage the expectations of the Field Service Handbook.
• Excellent communication skills, written/verbal with internal and external contacts.
• Proven ability to be organized, detailed, multi-tasker, critical thinker, accurate, thorough and a problem-solver.
• Ability to adapt to change in the workplace or assignment of duties.

PHYSICAL REQUIREMENTS

The physical demands described here are representative of those that must be met by Team Members to successfully perform the essential functions of the job.

While performing the duties of this job, the Team Member is regularly required to talk and hear. Required to frequently sit, stand, walk, use hands to finger, handle or feel, and reach with hands and arms.

The Team Member is occasionally required to lift and/or move 10 pounds, sit; stoop, bend and kneel. Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception and ability to adjust focus.

WORK ENVIRONMENT

This job operates in a professional office environment. This role routinely uses standard office equipment such as computers, phones, copiers, filing cabinets and fax machines, etc.

This is a full-time position. Days and hours of work are Monday through Friday, 7:00 am to 4:00 pm for East coast, or 8:00 AM to 5:00 PM for central or west coast, occasional overtime required. Required to work nights and weekends as needed.

OTHER DUTIES

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the Team Member for this job. Duties, responsibilities and activities may change at any time with or without notice.