Regional/Senior Service Manager
About The Position
Donaldson is looking for a Senior Services Manager to lead our Services organization in the Midwest Region (MN, WI, SD, ND, IA). You will be responsible for a 5-state service territory, directly leading a team of technicians and project managers as well as working with support staff (service coordinators and sales) to deliver great customer experiences in maintenance, installation, and repair of industrial filtration equipment. You will also partner with service managers from other territories to help create and drive business initiatives nationally. This is a great career for someone who likes leading field technicians and wants total service ownership and responsibility in a large territory. Join a fast-growing and fast-paced service business with a balance of small company speed with big company process to help build the next stage of growth in the territory!
Requirements
- Bachelor’s degree (business or technical preferred)
- 5+ years as a manager of people
- 5+ years prior experience in a sales, technical or services capacity
- Demonstrated aptitude with Microsoft applications (Word, PowerPoint, Excel)
Nice To Haves
- Prior field services leadership experience.
- Demonstrated technical or industrial vocabulary and aptitude
- Demonstrated aptitude to use a CRM system or a field service management system
- Demonstrated ability to understand financial metrics (revenue, cost, gross margin, etc.)
- Experience with Dust Collection and/or HVAC systems
- Great verbal and written communication skills
- Demonstrated ability to build trust and accountability in people and teams
- Highly organized
- Knowledge of industrial filtration applications (dust collectors, air compressors, fume, hydraulic)
Responsibilities
- Overall responsible service execution, quality and customer outcomes.
- Key metrics are revenue, gross margin, technician efficiency, customer satisfaction and safety.
- Set and apply service standards (both corporate and local).
- Drive a culture of customer service, safety and continuous improvement.
- Directly manage the technician team including development, coaching and discipline.
- Focal point for customer escalations in your territory and owner for corrective actions or recovery plans.
- Approve costing on large projects and support sales on custom quotes.
- Lead the team through large custom service jobs and installations.
- Review work orders as they close to ensure profitability and completeness of work.
- Monthly reviews of performance metrics.
- Ensure services documentation and processes are followed through the team.
- Work with service coordinator for scheduling conflicts and prioritization as needed.
- Deploy new service capabilities into your team with cross-training.
- Ensure safety training and documentation stay up to date in partnership with EHS Leader.
- Locate, partner and develop a network of service partners.
- Leverage field service software to record all aspects of the business.
- Travel within territory as needed to support staff and customers.
- Liaise with corporate functions on strategic initiatives, training and compliance needs.
Benefits
- health benefits
- retirement plan (401k)
- paid time away
- paid leaves (including paid parental leave)
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What This Job Offers
Job Type
Full-time
Career Level
Senior
