Regional Service Manager

CASH DEPOT LTD•Green Bay, WI

4d•Onsite

About The Position

The Regional Service Manager will be responsible for strong regional leadership that engages in direct line management with the field service technicians and overall service level of the assigned region. The Regional Service Manager manages, oversees, and is accountable for the technician performance and implements best in class service to our customers.

Requirements

Valid driver’s license, clean driving record and ability to be insured through Company’s risk insurer.
2+ years of experience in Field Service or ATM experience preferred
Ability to travel when needed.
Previous leadership, supervisory experience preferred.
Ability to lead, coach and develop a team.
Ability to work in a safe manner when lifting ATMs.
Ability to execute and manage the expectations of the Field Service Handbook.
Excellent communication skills, written/verbal with internal and external contacts.
Proven ability to be organized, detailed, multi-tasker, critical thinker, accurate, thorough and a problem-solver.
Ability to adapt to change in the workplace or assignment of duties.

Nice To Haves

2+ years of experience in Field Service or ATM experience
Previous leadership, supervisory experience

Responsibilities

Recruits, interviews, hires, and trains new staff.
Responsible for technician performance and metrics
Review workflows and work orders to verify quality and policy and procedural adherence
Assists multiple departments with service-related issues, questions, or requests
Handles discipline and coaching of Team Members in accordance with company policy.
Schedule and approve PTO or other time off needed and assign area coverage for service gaps.
Project management or reporting of metrics and progress
Aligns the team goals and objectives with policies, goals and business objectives in a way that maximizes the overall customer experience.
Establish common, customer-focused metrics that align with exceeding goals and increasing achievement results.
Ensure effective delivery of daily operations by meeting and exceeding service level agreement objectives.
Ensure work orders and projects are managed, tracked, escalated, and resolved appropriately.
Ensure employees receive adequate training to support customers through an on-boarding and on-going training and certification program.
Assist dispatch and dispatch supervisor in service coverage and issues as needed
Assist other departments with service-related questions and issues
Serves as emergency escalation contact for customer, Controllers, Field Service Technician.
Escalates service issues as needed and responsible with the technical support manager to ensure that technical and product issues are resolved in a timely manner and according to established guidelines.
Oversee travel and vacation schedule to ensure correct amount of staffing is always available to support the needs in the field
Provide support of quality review meetings with team to determine what issues need root cause solutions.
Provide support during meetings with customers concerning opened cases with dispatch, Field Service Technicians and Technical Support.
Responsible for guidelines being observed by the team for the creation of field bulletins, ticket updates and training records.
Sustains relationships with senior decision-makers, both internal and external.
Manage team metrics, execute continuous improvement, and change initiatives.
Conduct quarterly and annually feedback to each employee.
Coordinate activities with other management personnel or departments as required.
Identify and recommend efficiency and morale improvements.
Operate as a team player and help to unify the team.
Any other tasks assigned by management