Regional Service Operations Manager

Pomeroy; Cincinnati (OH); On-site; USD 65,000 - 90,000; Full time

Job summary

Pomeroy is seeking a Regional Service Manager to lead a team of Service Technicians in Cincinnati, OH. The role focuses on delivering high-quality service to retail and back-office hardware, coaching staff, and ensuring adherence to service level agreements.

You will interface with customer support centers and store management to resolve issues, drive process improvements, and coordinate cross-functional teams. Travel up to 20% is required as part of routine regional duties.

Qualifications

• Minimum of 3 years technology help desk or IT store support experience.
• Extensive experience with technology systems and hardware.
• Excellent communication and interpersonal skills.
• Ability to mentor staff in providing exemplary customer service.
• Proficiency in Microsoft Word, Excel, and Outlook.

Responsibilities

• Manage a staff of Regional Service Technicians responsible for providing service to retail / back office technology hardware.
• Provide mentoring to field staff to increase performance.
• Ensure divisional commitment to Service Level Agreements already in place.
• Evaluate service delivery reports for all employees within the division and coach to maximize performance.
• Interface with customer support centers on service problem updates and store systems issues.
• Work with customer’s retail store management in problem solving while advocating Pomeroy’s service model.
• Represent the division in process improvement reviews or incident reviews for major incidents as requested by customers.
• Coordinate activities of support groups to resolve cross-group issues.
• Travel regionally up to 20% for field visits, inventories, and business reviews.
• Additional related duties may be assigned as needed.

Skills

Staff leadership

Mentoring

Customer service

Communication

Team coordination

Problem solving

Education

High school diploma or equivalent

College degree preferred

Tools

Microsoft Office

Job description

Pomeroy is seeking a Regional Service Manager to lead a team of Service Technicians in Cincinnati, OH. The role focuses on delivering high-quality service to retail and back-office hardware, coaching staff, and ensuring adherence to service level agreements.

You will interface with customer support centers and store management to resolve issues, drive process improvements, and coordinate cross-functional teams. Travel up to 20% is required as part of routine regional duties.