Regional Manager

2 weeks ago

Toronto, Canada Ocado Group Full time

**Regional Manager**:
**Ocado Intelligent Automation - Toronto, Ontario**:
**About us**:
**Job Summary**:
The Regional Manager for Field Service Technicians is responsible for overseeing and managing the day-to-day operations of the field service team, ensuring the successful delivery of services at customers' sites. This role will involve managing the field technicians, maintaining high standards of customer service, and ensuring the timely and efficient maintenance, and repair of Robotics Solutions products and equipment installed at customer locations. The manager will ensure the team meets service objectives, operational goals, and safety standards.

**Key Responsibilities**:

- Supervise, coach, and develop a team of field service technicians. Provide ongoing training and performance oversight, to ensure technical skills and customer service standards are met.
- Oversee the scheduling and dispatching of field technicians to ensure timely service delivery in collaboration with the operations resource planners.
- Track performance, manage resources, and optimize service efficiency.
- Resolve issues related to service delivery to ensure customer satisfaction. Act as a point of escalation for technical or service-related concerns.
- Ensure high-quality field service standards are met, including installation, troubleshooting, maintenance, and repair of products and equipment.
- Monitor and report on key performance indicators (KPIs) such as response times, service quality, customer satisfaction, and productivity.
- Ensure compliance with all company policies, procedures, and regulatory requirements. Oversee the safety and health of field technicians and ensure safe work practices are followed.
- Manage and control the budget for field services, including technician labor costs, parts, and equipment used for field operations.
- Collaborate closely with departments like Customer Success and Hardware Engineering to provide customers with a seamless service experience.
- Identify areas for process improvement and cost-saving initiatives. Implement strategies to improve service delivery and operational efficiency.
- Participate in continuous improvement initiatives
- Managing and oversight of the third-party providers to ensure they are delivering service on time and within budget

**Qualifications**:

- Bachelor's degree in Business Administration, Engineering, or a related field (preferred).
- **Experience**: At least 5 years of experience in field services or a similar technical service role, with at least 2 years in a leadership or managerial capacity.
- **Technical Skills**: Strong understanding of technical services, installation, troubleshooting, and maintenance of products or equipment.
- **Leadership Skills**: Demonstrated experience in leading and managing remote teams, emphasizing performance management, coaching, and team development.
- **Customer Focus**: Strong customer service orientation with the ability to handle customer complaints and concerns. Vendor management oversight
- **Communication Skills**: Excellent verbal and written communication skills, with the ability to interact effectively with customers, team members, and senior management.
- **Problem-Solving**: Strong analytical and problem-solving skills, with the ability to make decisions and manage complex service issues.
- **Organizational Skills**: Managing multiple tasks, prioritizing effectively, and meeting deadlines.
- **Travel**: Willingness to travel to various job sites as needed.

**Preferred Qualifications**:

- **Certifications**: Industry-specific certifications ( electrical, or mechanical certifications) are a plus.
- **Experience with Service Management Software**: Familiarity with field service management tools and software.

**Working Conditions**:

- The role involves remote supervision, office-based tasks, and on-site fieldwork.
- Occasional travel will be required up to 25%,
- Flexibility in working hours may be necessary, particularly when managing urgent issues

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