Regional Service Director- Field Service
About The Position
Accountable for providing direction to and inspection of the processes, policies and activities of the Regional Field Service organization. Ensures consistency in practices throughout the Regional branch locations, attains consistency in metrics throughout branch organizations and, as a result, provides maximum customer satisfaction and employee retention/satisfaction at all locations. Enhances the Sales VP's ability to achieve sales revenue goals. This role requires you to live within a reasonable commuting distance to Boca Raton, Fl or Norcross, GA so that you can adequately execute your job responsibilities.
Requirements
- Bachelor's degree in a relevant field or equivalent experience required, plus 12 years of related experience.
- Technical Training and Electronic experience.
- 10+ years in management, 5+ years managing managers.
- Excellent analytical and computer skills needed (Excel, Visio, PowerPoint, etc.)
- Good grasp of basic technical skills is important.
- Good written and verbal skills required.
- Ability to communicate the value of Canon USA service to end customers is critical.
Responsibilities
- Oversees the Branch field service functions, ensuring they understand expectations of service metrics (i.e., net profit, parts per call, response time, and gross calls per day) and have a sound business plan to achieve those minimum standards.
- Works with HR and the various Branch Service Managers to maintain proper staffing levels at the Branch Level so that customer satisfaction, employee satisfaction, and branch revenue/profitability can be achieved.
- Works closely with Senior Directors and Directors of each Region to identify strengths and opportunities of Branch/Field Service organizations.
- Works closely with identified Regional Service Leader in each area of the country (as mentioned earlier) to share best practices, organize training schedules for technicians, ensure Oracle processes are understood and utilized. Helps Branch Service or Field Service Manager to set up management practices that are repeated and predictable.
- Works closely with HR to support Field Service Managers and Sales Directors/Managers to address customer satisfaction issues, employee relations issues, training and development needs, staffing needs and corrective action procedures, where necessary.
- Conducts Quarterly Service Operation Reviews in each Branch.
- Works with the Service Analyst to monitor Branch Service Area metrics monthly and quarterly to identify gaps and appropriately plan for improvement.
- Works closely with the operational areas to ensure that all systems are operating at optimum levels. Communicates frequently with the leaders of dispatch, training, parts and distribution to ensure that there is a good cross-functional communication and the Area Market service organization are receiving the support that they need.
Benefits
- Employee referral bonus
- Employee discounts
- Dress for Your Day" attire program (casual is welcome, based on your job function)
- Volunteer opportunities to give back to our local community
- Swag! A Canon welcome kit and official merch you can't get anywhere else
- Canon U.S.A., Inc. offers a competitive compensation package including medical, dental, vision, 401(k) Savings Plan, discretionary profit sharing, discretionary success sharing, educational assistance, recognition programs, vacation, and much more.
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What This Job Offers
Job Type
Full-time
Career Level
Manager
Industry
Merchant Wholesalers, Durable Goods
Number of Employees
5,001-10,000 employees
