Regional Service Manager (East Coast)

Verifone•Washington, DC

5h•Remote

About The Position

The Regional Service Manager (RSM) is the service support manager for the East Coast territory. Their primary responsibility is to develop, manage and evaluate the entire Verifone Authorized Service Company (VASC) network within their region. The RSM defines which roles individual service companies can or will play in the service network for a given region based on guidance within policy and from their management. RSMs provide oversight and high-level support to all authorized customers and service organizations. For those service organizations identified by Verifone as strategic service partners, the RSM will provide active, direct, often hands-on, low-level support. RSMs function as service managers, relationship managers, and technical leads. Regional Service Managers are the key contact between the VASC and Verifone. As technical leads, RSMs are tasked with supporting pilot and beta installations along with supporting VASCs through new product launches and chronic issues. Critical thinking and reasoning skills are of the utmost importance. As relationship managers, RSMs are tasked with communicating effectively between multiple stakeholders, whose goal should be to find win-win situations as often as possible. RSMs are expected to build and maintain relationships with all accounts within their service territory in partnership with their sales counterpart. RSMs will also work closely with marketing to promote Verifone partnership with distributors and service providers. Together they set and attain common, customer-driven goals. This is a remote role with a preference for candidates based in the Eastern U.S., as it includes a minimum of 50% travel with hands‑on engagement supporting our East Coast territory.

Requirements

5+ years of experience in service management, technical support, or a related field, preferably within the payment processing or technology sector.
Preferably 5 - 7 years VASC experience with 1 - 2 years of service management experience.
Excellent interpersonal skills for building and maintaining relationships with customers, service providers, and internal stakeholders.
Displays technical proficiency including experience with troubleshooting and resolving technical issues in complex systems.
Strong understanding of payment processing systems, point-of-sale (POS) technologies, and related hardware/software.
Proven track record in managing customer expectations and achieving customer satisfaction.
Strong verbal and written communication skills for clear articulation of technical concepts to non-technical audiences.
Experience presenting to diverse groups, including stakeholders and clients at tradeshows and meetings.
Flexibility to adapt to changing priorities and emerging technologies within the service landscape.
Familiarity with Verifone products and services.
Willingness to travel at least 50% to support role requirements.
Bachelor’s degree in Business Administration, Information Technology, Engineering, or a related field or any combination of relevant experience.
RSMs must be able to lift up to 50 pounds with or without accommodation. The role requires manual dexterity for setting up equipment and working at live sites.

Nice To Haves

Ideal candidates have experience working on forecourt equipment; past or current forecourt product certifications are preferred

Responsibilities

Implements service infrastructure that provides total customer satisfaction, thus promoting a commitment to Verifone.
Communicates Verifone service expectations, while working within the Verifone support structure to achieve positive results.
Supports regional VASC network and Major Oil offices in areas of service, training, parts, dispatch, logistics, availability, repair processing, and reporting.
Manages the business relationship between Verifone, customers and service providers, including identifying sources of trouble, reviews dispatches, out of scope billing, rate changes, part waivers, etc.
Describes the technical aspects and features of Verifone solutions or products to customers and prospective clients through on-site meetings, webinars, tradeshows, etc.
Provides highly visible customer support through supervising the performance of VASCs with on-site installations, servicing, and repair of complex equipment and systems.
Sets up Verifone applications or products in the customer's environment and resolves customer issues identified in the front-line analysis.
Serves as an escalation point for technical field issues, engaging other Verifone departments as necessary. (e.g. Repair, Hardware Engineering, Engineering Support, etc.)
Works closely with sales and marketing to promote Verifone partnership with distributors and service providers.
Participates in onsite visits, tradeshows, and sales and marketing presentations to present technical solutions and respond to inquiries relative to technical aspects of solutions or products.
Serves as the company liaison with customers on administrative and technical matters for assigned projects.