Regional Service Manager

CASH DEPOT LTD•Green Bay, WI

22d•$30 - $0•Onsite

About The Position

The Regional Service Manager provides regional leadership and direct line management for field service technicians, and is accountable for technician performance and service levels in the assigned region. The role manages daily service operations and implements customer-focused service standards, ensuring work orders and projects are tracked, escalated, and resolved appropriately. It supports dispatch, other departments, and customers on service-related issues, and acts as an emergency escalation contact. The manager oversees technician training, staffing coverage, team metrics, continuous improvement, and employee feedback while coordinating with other managers and departments. The position is based at 1740 Cofrin Drive in Green Bay, Wisconsin, and pays $30.00 per hour. It is a full-time role in a professional office environment. Regular hours are Monday through Friday, 7:00 a.m. to 4:00 p.m. for the East Coast schedule, or 8:00 a.m. to 5:00 p.m. for Central or West Coast schedules. Occasional overtime may be required, and nights or weekends may be required as needed. Travel may be required. Cash Depot describes itself as an independent U.S. provider of retail cash management, consumer financial services, ATM solutions, and air/vac systems. The company reports more than 270 operational employees and 160 nationwide service technicians, and says it has provided financial technology, equipment, and services since 1983.

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 expectations in the Field Service Handbook.
Excellent written and verbal communication skills with internal and external contacts.
Organized, detail-oriented, able to multitask, and able to think critically and solve problems accurately and thoroughly.
Ability to adapt to workplace changes or changes in assigned duties.

Nice To Haves

Two or more years of experience in Field Service or ATM work is preferred.
Previous leadership or supervisory experience is preferred.

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.
Align team goals and customer-focused metrics with company policies and business objectives.
Ensure daily operations meet service-level agreement objectives and customer-experience goals.
Manage, track, escalate, and resolve work orders and projects appropriately.
Ensure employees receive onboarding, ongoing training, and certification support.
Assist dispatch and the dispatch supervisor with service coverage and issues; provide service-related support to other departments.
Serve as an emergency escalation contact for customers, Controllers, and Field Service Technicians; coordinate with the Technical Support Manager to resolve technical and product issues promptly and according to guidelines.
Oversee travel and vacation schedules to maintain adequate field staffing and assign coverage for service gaps.
Support quality review meetings and help identify root-cause 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 implement continuous-improvement and change initiatives.
Conduct quarterly and annual employee feedback.
Coordinate activities with other management personnel and departments.
Identify and recommend efficiency and morale improvements; help unify the team.
Coach and discipline team members in accordance with company policy, and schedule and approve PTO or other time off.
Perform other tasks assigned by management.