Regional Service Manager

CASH DEPOT LTD•Green Bay, WI

6d•$30 - $0•Onsite

About The Position

The Regional Service Manager provides regional leadership and directly manages field service technicians, with accountability for technician performance and the overall service level of the assigned region. The role ensures customers receive high-quality service, daily operations meet service-level objectives, and work orders and projects are appropriately tracked, escalated, and resolved. The manager supports technician onboarding, ongoing training and certification, dispatch coverage, customer escalations, and coordination with other departments and management. The position is based at 1740 Cofrin Dr, Green Bay, Wisconsin, and pays $30.00 per hour. It is a full-time position with a Monday-through-Friday schedule: 7:00 a.m. to 4:00 p.m. for the East Coast, or 8:00 a.m. to 5:00 p.m. for the Central or West Coast. Occasional overtime and work on nights and weekends may be required as business needs dictate. The role operates in a professional office environment and may require travel when needed.

Requirements

Valid driver’s license, clean driving record, and ability to be insured through the company’s risk insurer.
Ability to travel when needed.
Ability to lead, coach, and develop a team.
Ability to work safely when lifting ATMs.
Ability to execute and manage the expectations of the Field Service Handbook.
Excellent written and verbal communication skills with internal and external contacts.
Ability to organize, pay attention to detail, multitask, think critically, work accurately and thoroughly, and solve problems.
Ability to adapt to workplace changes or changes in assigned duties.
Ability to meet the physical demands of the role, including frequent sitting, standing, walking, reaching, handling or feeling items, and repetitive hand and wrist movements such as keyboarding; occasional lifting or moving of office materials and supplies, typically up to 25 pounds.
Ability to work occasional overtime and nights and weekends as needed.

Nice To Haves

Two or more years of experience in field service or ATM work.
Previous leadership or supervisory experience.

Responsibilities

Recruit, interview, hire, and train new staff.
Manage technician performance and metrics; review workflows and work orders for quality and adherence to policies and procedures.
Coach team members and handle discipline in accordance with company policy; schedule and approve PTO or other time off and arrange coverage for service gaps.
Align team goals, objectives, and customer-focused metrics with company policies and business objectives.
Ensure daily operations meet or exceed service-level agreement objectives.
Ensure work orders and projects are managed, tracked, escalated, and resolved appropriately.
Provide employees with onboarding, ongoing training, and certification support.
Assist dispatch and the dispatch supervisor with service coverage and issues; support other departments with service-related questions and issues.
Serve as an emergency escalation contact for customers, Controllers, and Field Service Technicians.
Escalate service issues and work with the Technical Support Manager to ensure technical and product issues are resolved promptly and according to guidelines.
Oversee travel and vacation schedules to ensure adequate field staffing.
Support team quality-review meetings and help identify root causes and solutions.
Support customer meetings concerning open cases involving dispatch, Field Service Technicians, and Technical Support.
Ensure the team follows guidelines for field bulletins, ticket updates, and training records.
Maintain relationships with senior internal and external decision-makers.
Manage team metrics and execute continuous-improvement and change initiatives.
Provide quarterly and annual feedback to employees.
Coordinate activities with other management personnel and departments.
Identify and recommend improvements to efficiency and morale; promote teamwork and team unity.
Perform other tasks assigned by management.