Regional Service Manager
About The Position
Since 1974, Wittenbach has been a leading provider of innovative cash automation and security solutions for financial institutions. Our commitment to customer satisfaction and delivering results has driven our growth. With over 200 highly trained service professionals throughout our service area, we ensure rapid response to our customer’s service needs. The corporate office is in Sparks, Maryland along with regional operations in Hunt Valley, MD, Coatesville, PA and Charlotte, NC. Our Sales and Service footprint spans the Mid-West and East Coast. Job Summary: The Regional Field Service Manager is responsible for overseeing and managing field service operations who serve Financial Institutions, within a specific geographic region. A qualified individual for this position will be located in New Jersey or Delaware. This role requires strong leadership, organizational, and technical skills to ensure that field service technicians provide high-quality service, meet customer expectations, and contribute to the overall success of the company. Location: A qualified candidate must be located in our new England Territory and will be managing technicians in the CT, MA, ME, RI, NH and VT areas.
Requirements
- High school diploma or equivalent required
- Minimum of 5 years of experience in field service management or a similar role preferred.
- Previous experience in the financial industry is preferred.
- Valid Driver’s License
- Acceptable Driving Record
- Strong understanding of field service operations and industry best practices.
- Excellent leadership, communication, and problem-solving skills.
- Ability to manage multiple tasks and prioritize effectively.
- Strong customer service orientation.
- Proficiency in relevant software applications (e.g., field service management software, CRM systems).
- Must pass a drug, driving and criminal background check prior to employment.
Nice To Haves
- Minimum of 5 years of experience in field service management or a similar role
- Previous experience in the financial industry
Responsibilities
- Recruit, hire, train, and develop field service technicians.
- Assign technicians to service calls based on their skills, location, and workload.
- Monitor technician performance and provide coaching and feedback.
- Manage technician schedules and ensure timely response to customer requests.
- Oversee the quality and efficiency of field service operations within the region.
- Ensure that technicians adhere to company standards and procedures for service delivery.
- Resolve customer complaints and issues in a timely and satisfactory manner.
- Monitor service call metrics, such as first-time fix rates and customer satisfaction.
- Manage inventory levels for field service technicians, ensuring that they have the necessary parts and equipment to complete their work.
- Track inventory usage and reconcile stock levels regularly.
- Ensure that field service equipment is properly maintained and calibrated.
- Schedule and oversee equipment maintenance and repairs.
- Promote a safe working environment for field service technicians.
- Ensure compliance with all safety regulations and company policies.
- Conduct safety training and inspections.
- Build and maintain strong relationships with customers in the region.
- Proactively identify customer needs and opportunities for additional services.
- Represent the company in a professional and positive manner.
- Manage the field service budget within the region.
- Monitor expenses and identify cost-saving opportunities.
- Track revenue and profitability for field service operations.
Benefits
- Health Insurance: Medical, dental, and vision coverage
- Financial Protection: Identity theft protection and voluntary life insurance
- Time Off: Generous PTO starting up to 120 hours after 30 days of employment, plus paid holidays (including your birthday)
- Employee Support: Access to the Employee Assistance Program and Employee Assistance Fund
- Retirement Savings: 401(k) retirement plan with employer match
- Flexible Spending: Flexible Spending Accounts (FSA) and Health Savings Accounts (HSA)
- Life Insurance: Employer-paid life insurance, short-term disability, and long-term disability
- Professional Development: Paid training opportunities and Education Assistance Program
- Referral Bonus: Earn up to $5,000 for referring new employees
- Transportation: Bi-weekly auto allowance
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What This Job Offers
Job Type
Full-time
Career Level
Manager
Education Level
High school or GED
