Regional Service Manager

AVI•Nashville, TN

55d

About The Position

The Regional Service Manager plays a pivotal role within FORTÉ by serving as the Managed Services operational leader that is responsible for the Southeast region service portfolio. This role is the primary driver for customer support ownership, customer support, resource allocation and management, and overall customer service estate health. By overseeing a variety of tasks such as transition service ownership, ensuring teams are adhering to customer SLA's, managing escalations, tracking KPIs and providing regular service reporting and analytics, the Regional Service Manager helps to ensure that the 'voice of the customer' is represented internally at all phases of the engagement. This position will also oversee incident management for customers and support the field and branch teams for Managed Service(s) sales opportunities to achieve our business revenue, gross profit (GP) and profitability objectives annually.

Requirements

The Regional Service Manager must possess strong service development, service sales methodology experience, service management and honed skills in building working relationships with cross-functional teams.
As a key customer interface, the Regional Service Manager will be able to create and develop service collateral, service presentations, and general business correspondence.
Previous experience in the service of audio, video, audiovisual and presentation equipment, and customer satisfaction (CSAT) skills is preferred.
A proven track record of growing service revenue and solid understanding of profit and loss statements will be key.
This person must be able to work independently, be self-directed and make sound decisions based on customer satisfaction.
Previous experience with ServiceNow and Salesforce is preferred.
Ability to read, analyze, and interpret professional journals, technical procedures, and governmental regulations.
Ability to write reports, service proposals and business correspondence.
Ability to effectively present information and respond to questions from groups of technicians and clients.
Ability to effectively use standardized company software programs.

Nice To Haves

AVIXIA CTS Certification and ITIL Certifications are preferred.
Industry and manufacture-based certifications (i.e. Crestron, Q-Sys, Dante, Cisco, Poly, Zoom, and Microsoft) are beneficial to the position.

Responsibilities

Directly supervises all branch and regional service technicians and works as a key liaison to the Central Service Coordination team.
Conduct Service Delivery Reports to all SSA clients on a cadence that aligns with the size and complexity of the contract. (The report should show call metrics, speak to value being provided, when the recertifications were/are being completion and any open items needing to be investigated with the Account Manager.)
Acts as the primary point of service escalation for the region.
Oversight of customer support, diagnosis, service and repair of audio, video, collaboration, and presentation equipment and systems is provided within agreed upon time frames.
Pro-support contracts are explained and promoted to existing and new customers.
Coordinates in-shop service, engineering and fabrication of special purpose devices when required.
Service programs are designed and priced according to Managed Services best practices - for large and complex service programs - receive guidance from the Managed Services Delivery and Practice teams.
Leverages technical and non-technical expertise to act as a technology trusted advisor and visionary for all service customers. Feedback is provided to facilitate customer satisfaction, service quality and efficiency improvements.
Ensure the timely completion and customer notifications of all necessary documents pertaining to service orders, repairs, parts/materials ordering and inventory.

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