Regional Service Manager

Peak Technologies; Knoxville (TN); Remote; USD 80,000 - 90,000; Full time

Job summary

A leading company seeks a Regional Service Manager to oversee service operations and manage a team. This role requires a strong technical background in electro-mechanical devices, customer service focus, and leadership capabilities. Responsibilities include improving operational efficiencies, customer satisfaction, and team development, with regional travel to ensure service excellence.

Qualifications

• Expert level technical background in field service with electro-mechanical devices.
• Bachelor’s degree required or equivalent work experience.

Responsibilities

• Manage recruiting, training, and development of Customer Service Engineers.
• Ensure customer satisfaction and resolve product issues.
• Drive operational efficiencies and improve business performance.

Skills

Technical expertise in electro-mechanical devices

Management skills

Customer service orientation

Education

Bachelor’s degree

10-plus years of equivalent work experience

Job description

Remote: US Required to reside in Alabama, Georgia, or Tennessee due to regional coverage.
Compensation: $80k-$90k + bonus

JOB SUMMARY & SCOPE:

As a Regional Service Manager (RSM) you will provide consistent premium level service and support in all field service areas of this role. Maintain an organized, proactive system of regional management, utilizing current management reports and available data. Demonstrate the ability to develop contingency and effective support plans for all business and operational situations. Continually evaluate and implement efficiency improvements within regional operations. Responsible for promoting and maintaining high customer satisfaction levels and consistently achieving results across all key areas of the field service business. Focused on growing the business, developing talent, hiring talent, building strong customer relationships, maximizing operational efficiencies, implementing process improvement initiatives, and actively growing service-related knowledge and skills. Maintain a positive attitude and demeanor, a champion of corporate culture, embracing change and influencing peers and team to do the same.

KEY ACCOUNTABILITIES:

• Manage and lead the recruiting, selection, training, development, and growth of direct reports comprising of regionally dispersed Customer Service Engineers of various levels.
• Promote and produce the sale of service contracts, upgrades, parts, and billable labor revenue to meet established business goals and guidelines.
• Maintain proper and accurate service part inventory levels for both direct and indirect staging locations.
• Provide exceptional customer service; ensure customer satisfaction is achieved when resolving customer/product issues and complaints.
• Provide prompt, effective, and continuous communication with customers and internal stakeholders about service call status, ETA’s and resolution status.
• Develop an expert level working knowledge of Corporate and Service Department procedures and policies.
• Demonstrates behavior that cultivates operational excellence by continually challenging old methods or ways of thinking and taking responsible risks to improve results; serve as a positive role model in creative thinking and in focusing on quality work.
• Continuous training and self-development to improve and enhance service management skills and expertise.
• Actively participate in cross-functional and external working groups with focus on business improvement, relationship building, and strategy development.
• Partner and manage external service relationships, ensuring an aligned and seamless service experience to our customers.
• Support, develop, and implement organizational service strategies and initiatives, improving operational efficiencies, financial performance, customer experience, and team member effectiveness.
• Create, implement, and utilize organizational metrics and key performance indicators to trend performance, manage exceptions, and demonstrate operational status.
• Complies with all safety policies, practices, and procedures.
• Performs other duties/special projects as assigned.

EDUCATION + EXPERIENCE + KEY TRAITS:

• Expert level technical background in electro-mechanical devices such as printers, kiosk/ATM devices, or equivalent experience.
• Bachelor’s degree required and/or 10-plus years of equivalent work experience in field service, IT, or similar industry.
• Certification in information technology, process improvement, or similar disciplines preferred.
• Operates within division or department policy guidelines using independent judgment in achieving assigned objectives and goals.
• Prioritizes and handles multiple tasks simultaneously, and with limited oversight.
• Strong computer skills and phone application skills using Microsoft Windows based programs is required.
• Self-starter and motivated to perform effectively during times of high demand, prioritizing, organizing, and delegating as necessary.
• Ability to define problems, collect data, establish facts, and draw valid conclusions and solutions.
• Ability to work from home with minimal supervision or guidance.
• Must have a valid driver’s license and maintain a safe driving record.
• Be able to travel throughout the country.
• Be able to perform in high pressure environments.
• Home office with 10% daily travel and up to 35% overnight travel to customer sites nationally.

TYPICAL PERFORMANCE TARGETS:

• SERVICE DELIVERY: Sustained, measured excellence in project & process delivery.
• COST TO SERVE: Sustained, measured excellence in delivery efficiency with expected continuous improvement.
• INNOVATION: Step changed delivery in safety, quality, and/or cost.

LANGUAGE SKILLS:

• Primary language used in daily operations is English. Additional primary company languages include Spanish, French, and Dutch.
• Read and interpret documents, procedure manuals and various correspondence from both internal and external.
• Speak effectively, both individually and before groups of both external customers and/or various levels of employees within the organization.

SUPERVISION:

• Role involves management of between 10-20 direct reports across multiple geographic locations.
• Frequent travel up to 50% is required to internal company locations as well as external company / vendor locations.

DECISION MAKING + REASONING:

• Able to take accountability and responsibility for business target delivery and decision making.
• Carry out supervisory responsibilities in accordance with the organization's policies and applicable laws.
• Includes hiring and terminating authority.

WORKING RELATIONSHIPS:

• Global Finance Teams.
• Peak Senior Management Team.
• Key Customer Sr. Leadership.
• Key Vendor Sr. Leadership.