Field Service Manager

7 days ago

Toronto, Ontario, Canada Giesecke+Devrient Currency Technology America, Inc. Full time

When it comes to digital, physical or electronic payments, the whole world trusts Giesecke+Devrient. Now you too can discover your passion for the world of payment systems. Giesecke+Devrient is a globally active high-tech company headquartered in Munich, Germany. As a trusted partner of central banks and the entire currency industry, we increase security and efficiency in cash circulation. Our 170 years of experience - combined with new, digital solutions - makes us the world market leader in Advanced Currency Management. As part of the G+D Group, we offer a wide range of development opportunities in an international, family-owned company, with more than 11,800 employees worldwide. We are convinced that the key to success is in the diversity of our employees. That's why it depends on you personally - let's shape the future of currencies together


In light of the ongoing COVID-19 pandemic, and as part of our continued efforts to maintain a safe workplace for employees, visitors, and customers, G+D Currency Technology requires all employees in this position to receive an FDA authorized and/or approved (including Emergency Use Authorization) COVID-19 vaccination and follow additional safety protocols as a condition of continued employment.

New hires must present documentation of a completed COVID-19 vaccination series or have an approved accommodation request prior to starting employment

Summary:

The Canada Area Manager is responsible for managing financial performance, customer satisfaction, installation of equipment and personnel development in a prescribed geographic area.

Manages priorities for service actions and schedules field engineering personnel accordingly. Participates in all phases of business planning relating to district performance. Utilizes data driven tools to monitor performance. Assists Service Director with managerial responsibilities on an as required basis. Responsible to ensure all administrative duties of this position are completed in an accurate and timely manner. Follows problem escalation procedures to assure that appropriate management is properly informed. Actively promotes customer satisfaction by maintaining open communications and providing proactive attention to customer requirements. Responsible for revenue and expense of the area of responsibility.

Duties/Responsibilities:
Reasonable accommodations may be made to enable individuals with disabilities to perform these essential functions.

  • Manage district costs by monitoring actual vs. forecast expense and taking appropriate action to ensure compliance with forecast.
  • Identify and communicate significant expense variances to Director of Field Operations in a timely manner.
  • Review and approve both time sheets and travel expenses to ensure compliance with company policy.
  • Conduct periodic visits to customer sites to evaluate customer satisfaction and develop plans to address issues and improve conditions, as required.
  • Ensure behavior, appearance, and overall performance of field operations personnel meets or exceeds customer expectation.
  • Evaluate performance of direct reports and provide effective feedback. Conduct annual performance reviews using established processes.
  • Take prompt corrective and/or disciplinary action for employees not meeting performance standards.
  • Address employee concerns in a timely manner. Escalate major, field unresolvable employee concerns to Senior management and HR for followup.
  • Manages and directs staff on the equipment at customer sites to ensure the assigned machine is maintained at the established levels.
  • Maintains technical competence through formal training programs, onsite training, and onthejob training.
  • Provides effective work direction, and training for less experienced personnel.
  • Manage inventory control processes to ensure onsite inventory of spares, tools, and test equipment. Ensures physical inventories are completed accurately and timely.
  • Follows problem escalation procedures to assure that G & D as well as customer management is properly informed.
  • Required to communicate and implement new processes.
  • Monitoring staff performance and organizational processes.
  • Communicating ideas and opinions to other members of management.
  • Training, mentoring, and guiding team members in new processes.
  • Staying up to date with developments in management and process optimization.
  • Flexibility to work long hours as necessary.
  • Responsible for establishing and communicating performance objectives to personnel so they understand what is expected of them.
  • Overall management of field and site personnel, e.g., ensure engineers are knowledgeable of their roles and expectations; conducts performance evaluations; address problem performers; etc. Maintain appropriate documentation.
  • Responsible for the scheduling and approval of all overtime to ensure all engineers share in the workload in addition to minimizing cost.
  • Schedule coverage for Field Enginee

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