Regional Service Manager

Clever Devices•Woodbury, NY

About The Position

As THE leader in transit technology, Clever Devices' vision is to make meaningful contributions to worldwide mobility. Our goal is to be the leading provider of exciting technology that improves the quality of mobility in communities around the worldThe Regional Service Manager (RSM) is a people leader, responsible for overseeing service technicians, subcontractors, and installations in a region. In this key role, the Regional Service Manager will work to ensure timely and cost-effective services are provided to our customers through overall service operation management including workforce planning, budgeting, recruiting, training, quality control, and P&L management. Provides operational excellence and effective leadership so that costs are within budget and customer experiences exceed expectations.

Requirements

10+ years of complex service solutions in the network communication or information systems environment
Bachelors degree is preferred
Strong analytical, communication, presentation, and persuasive skills
Strong and effective interpersonal skills
Strong ability to negotiate and influence others
Strong product, industry technical and application knowledge
Track record of having managed large service projects
Strong problem-solving skills
Good business judgment
Ability to handle multiple tasks simultaneously and prioritize
Strong time management skills and ability to meet deadlines in a complete manner
Strong MS Office and computer skills
Ability to travel up to 50%, including internationally

Responsibilities

Manage all aspects of service operations including budgeting, vehicle management, productivity, P&L, resource planning, SLA management, installation projects, and process improvement
Develop and manage capacity planning through robust demand plans based on project requirement, SLAs, and anticipated growth
Work with internal teams to match demand with capacity. Provide solutions for challenging/high-priority resource demands
Responsible for management of fleet vehicles including maintenance, fuel consumption, safety, and GPS reporting
Manage field service inventory including parts, tools, and IT equipment
Ensure workforce is fully trained to perform required tasks
Develop and distribute reports to internal teams and customers that reflect team and individual productivity as well as data analysis and trends
Escalate and provide solutions for issues that affect project scope, costs, productivity, and customer satisfaction
Make recommendations to appropriate functional teams to achieve improvements derived from market research, technical service work, or customer feedback and recommendations
Works closely and effectively with all groups within Clever Devices to provide a high level of service and support of our products to our customers
Responsible for service team expenses and timekeeping practices
Performs service agreement management and publishes customer SLAs
Responsible for promptly identifying, communicating, monitoring, and eliminating any problems or issues that disturb service operational efficiency in any way
Manage subcontractors and other vendor relationships as needed
Travels to customer sites to ensure service and installation policies and procedures are adhered to