Area Service Manager - Atlanta

BlueCrest • Atlanta, GA

2d

About The Position

The Area Service Manager is responsible for the customer-facing service organization and delivery of customer service at dedicated on-site locations and through field service across the region. The role directly supervises the regional service team within the US Services organization and supports operational, financial, and performance management of service technicians. It ensures adherence to technical standards and operational procedures while maintaining high levels of customer satisfaction.

The manager serves as the primary BlueCrest Service contact for customers, supports client meetings, and ensures service expectations, commitments, and contracted SLAs are met. The role oversees site records, preventative maintenance planning, inventory accountability, operational reviews, service escalations, quality and safety compliance, continuous improvement, and regional profit and loss responsibilities. It also manages staffing, employee development and engagement, recruitment, succession planning, resource planning, and performance management. Regional and local travel to customer locations is required as business needs dictate.

Requirements

• Electro-mechanical experience.
• Excellent written and verbal communication skills.
• Ability to work under demanding and restricted timelines.
• Ability to work independently with minimal supervision.
• Effective listening, problem-solving, presentation, and facilitation skills.
• Customer-facing service management experience responsible for a large team of service technicians and/or engineers.

Nice To Haves

• Financial awareness and cost-control management.
• Electro-mechanical experience in mail or print technology.
• Demonstrable experience enhancing client experience.
• Awareness of continuous improvement methodologies.
• BA or BS degree in a technical field or business administration.
• MBA in business administration.

Responsibilities

• Serve as the primary BlueCrest Service contact for the customer base and help ensure service expectations and commitments are met.
• Support and conduct regular client meetings, understand clients’ production schedules, and ensure service support enables customers to meet their commitments.
• Support delivery of contracted client SLAs and provide a strong client experience.
• Maintain site-specific information, including maintenance records and service work orders.
• Plan preventative maintenance for covered systems in line with BlueCrest best practices and schedule it with customers at required intervals.
• Maintain accountability for on-site inventory and maximize the efficiency of BlueCrest systems.
• Support or conduct customer operational review meetings, document action items, and follow up promptly.
• Support the Service VP and Service Organization on projects as needed.
• Drive escalations to devote resources to critical issues and minimize equipment downtime.
• Ensure company policies, procedures, and technical and operational standards are followed and communicated.
• Identify new requirements or services that could improve client productivity and performance.
• Ensure compliance with the BlueCrest Quality Management System and maintain documented operating quality procedures.
• Drive continuous improvement initiatives and support activities defined by the Service VP.
• Apply the BlueCrest Health and Safety Policy and ensure procedures are in place to address health and safety legal liabilities.
• Manage the service region’s P&L, including generating chargeable revenue and controlling costs.
• Operationally manage and motivate employees, identify training and development needs, and provide coaching and counselling.
• Manage contractual coverage at designated sites, including shift coverage, holiday planning, and absence coverage where contracted.
• Promote employee engagement through regular communication, development plans, and interaction with the service team.
• Oversee recruitment and management of staff; identify and develop high-potential employees and manage succession planning for key positions.
• Manage resource planning, absenteeism, and employee performance.
• Ensure HR policies and procedures are applied effectively.
• Collaborate with other service managers to meet customer needs across service regions.
• Perform other duties reasonably required by the position.
• Travel regionally and locally to customer locations as business needs require.
• Participate in cross-functional project teams as required.

What This Job Offers

• Job Type: Full-time
• Career Level: Manager
• Education Level: No Education Listed