Regional Service Manager, West, TransLogic

KUKA•Denver, CO

18d

About The Position

The Regional Service Manager is a visible customer-facing leader responsible for understanding client needs and working with Customer Care to deliver exceptional service. The role oversees a large Field Service organization supporting customer locations across a geographic region and works with Customer Care Center, Software Support, Project Management, Engineering, and Sales to manage customer issues and escalations. Extensive travel to customer sites is expected. The manager is accountable for customer satisfaction and account management, staffing and coordinating service activities, supporting system start-ups and emergency service, and identifying modernization, upgrade, and sales opportunities. The position also develops customer relationships, serves as the escalation point for unresolved issues, and advocates internally for customers. The role leads and develops 5 to 9 direct reports and more than 40 indirect technical personnel. It supports field-service performance and cost tracking, project coordination, quality management, and training and development for Field Service Supervisors and Engineers. Other duties may be assigned.

Responsibilities

Staff and complete SSAs for all customers within the geographic region.
Coordinate scheduling and oversee completion of system start-ups for projects in the region.
Provide manpower for customer calls involving emergency service, warranty, SSAs, and support for other Swisslog Healthcare products.
Promote modernization and upgrade opportunities to existing customers.
Assist the Sales organization with sales of new systems and upgrades to existing systems.
Manage accounts and customer satisfaction across the region.
Track and manage issue escalations, action items, and customer concerns.
Advocate internally for customers and help ensure they receive strong service and value from their Swisslog solutions.
Develop relationships with key customer stakeholders to support long-term success.
Own escalations for issues not resolved through normal operations through to resolution.
Monitor customer satisfaction through routine visits, support-case reviews, and survey results.
Assist the Sales team with service agreement renewals.
Develop a culture of empowerment, customer engagement, and accountability.
Lead and develop 5 to 9 direct reports and more than 40 indirect technical personnel.
Ensure Field Service Engineers accurately report time, expenses, and materials used on each job.
Review and document variances from planned costs and expenses.
Assist Project Management with coordinating projects or support activities as needed.
Monitor equipment and service behavior trends and participate in the Quality Management Program.
Provide appropriate training and development for Field Service Supervisors and Engineers.
Perform other duties as assigned.