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District Service Manager

2 months ago

Vancouver, British Columbia, Canada Glory Global Solutions Full time
Job Description

Company Overview

As a global leader in financial technology solutions, we provide the financial, retail, and gaming industries with confidence that their cash is protected and always working to help build a stronger business.

Our cash automation technologies and process engineering services help businesses in more than 100 countries optimize the handling, movement, and management of cash. While we span the globe, we personally engage with each customer to address their unique challenges and goals; enhancing staff efficiency, reducing operating costs, and enabling a more rewarding customer experience.

We offer peace of mind. We enable transformation. We generate options. We empower people. We do all this by releasing companies from the burden of cash management, putting cash to work, and helping customers enhance the value that their staff and facilities add to their business.

Role Purpose

The District Service Manager (DSM) is responsible for managing approximately 15 Field Service Technicians (FST) within their assigned geography. The DSM is responsible for managing daily operations, as well as being a contact for customers and their service issues. The District Service Manager will assist in establishing and implementing short- and long-term plans to grow the field service business, maximize profitability, and provide world-class service to customers. Most Districts will include targets between $3-10 million in revenue.

The District Service Manager will help Glory deliver world-class Field Services by leading our technicians, managing their workload to ensure customer calls are completed in reasonable times, service level agreements are met, and customer satisfaction is high. This position will also focus on enabling employees to achieve success by partnering in their career development and job satisfaction.

Main Responsibilities

  • Responsible for creating an environment for the field technicians that is positive, motivating, and an enjoyable place to work.
  • Effectively monitors SLA achievement, weekly installations, Technician time off/on call status, delinquent account receivables, contract renewal status, and all special projects for the District on a weekly and monthly basis.
  • Staff: Continually work to maintain full staffing levels of high-quality field service technicians in region.
  • Training and Development: Define and schedule training and development activities to ensure field service technicians learn and maintain required skills for success within the organization.
  • Team Leadership: Coach and counsel, train on customer skills, and evaluate the career goals of field service technicians; solicit input from Regional Service Vice President on all personnel decisions related to Field Technicians before making final HR decisions (i.e. recruiting, hiring, performance reviews, compensation recommendations, terminations, etc.)
  • Company Policy Management: Possess knowledge of and administer company policies and procedures; ensure team members follow procedures and schedules.
  • Effectively monitors technician productivity, overtime utilization, management dashboards, and parts usage to help reduce cost for the region.
  • Customer Satisfaction and Retention: Maintain a proactive retention plan and complaint action plan, meet or exceed all customer commitments, manage installations and training, and encourage proactive service call avoidance.
  • Sales Support: Work as a team to provide customer solutions, including pre-sales support, post-sales implementation support, and customer feedback communications.
  • Financial Responsibilities: Achieve projected revenues and margins, expense control, spare parts management, proper technician vehicle stock levels, workload balancing, contract service level delivery/achievement.
  • Project execution and installation management: Ensure local installations are completed on time, on budget, and meet/exceed customer expectations.
  • Company Vehicle Program: Ensure maintenance schedules are met, vehicle expenses are controlled, and accident prevention programs are adhered to.
  • Safety: Ensure that team members are adhering to safety guidelines, formal and informal safety messages are regularly communicated, proper reporting and assessment is made for any job site accidents (for any injury or property damage).

Benefits

  • Group RRSP - Glory matches 50% of employee's contribution, up to 3% of base salary
  • The premiums of the following Group Insurance are paid at 50% by the employer:
    • Extended Health insurance
    • Telemedicine
    • Dental Insurance
    • Basic Life Insurance and AD&D
    • Short-Term and Long-Term Disability/Employee assistance Program
  • Paid Vacation: Start with a prorated amount of hours your first year, depending on the start date.
  • Paid Sick days
  • Paid Holidays - 9 to 12 days based on start date and on Province of work
  • Professional Development Assistance
  • Education Assistance
  • Adoption Assistance
  • Annual Bonus opportunity
  • Opportunities for internal promotions/career advancement

Requirements

Education Level:

  • Associate's degree preferred with 6+ years related experience

Qualifications:

  • Three years of experience managing field service teams and front-line supervisor is preferred (management experience in electro-mechanical equipment services is a plus)
  • Ability and willingness to travel in up to 50% (approximately 3 days per week) in designated region
  • Must have a valid driver's license

Skills and Competencies:

  • Strong leadership and decision-making skills
  • Strategic planning capability
  • Strong inter-personal, self-motivational, and negotiation skills
  • Excellent verbal and written communication skills
  • Basic understanding of technical documents
  • Ability to communicate across all levels, functions, and regions
  • Commitment to customer satisfaction and retention
  • Previous background within cash handling equipment industry or financial industry preferred
  • Strong organization skills
  • A customer-oriented mindset and active commitment to customer retention
  • Ability to search for the most effective and efficient methods of operations
  • Personal ownership and accountability to service delivery and results
  • Communication and local enabling of corporate objectives and priorities
  • Ability to identify and execute around the key business drivers/key success factors for individual territories and regions

Glory Spirits

The Glory Spirits & Behaviors reflect the values and behaviors that are critical to the ongoing success of Glory and as such represent the foundations of our behavior globally to lead us to realize our mission:

Value Creation - strive to create value for customers

Self-Starter - understand the objectives of your own work and are proactive in achieving goals

Collaboration - respect diversity and create a culture of collaboration to work with each other to achieve a common goal

Integrity - understand Glory's mission and act with responsibility and pride to realize achievement and act and behave with high integrity and a strong sense of ethics

Own Growth - leverage our own talent and achieve personal development by adopting a broader perspective; looking beyond our own work.

Disclaimer

The above statements are intended to describe the general nature and level of work being performed by people assigned to this position. They are not intended to be an exhaustive list of all responsibilities, duties, and skills required of personnel so classified.

An Equal Opportunity / Affirmative Action Employer / An E-Verify Employer

It is the policy of Glory Global Solutions, Inc. to provide equal opportunity for all qualified persons and not to discriminate against any applicant for employment because of race, color, religion, national origin, sex, age, disability, protected veteran status, or any other status protected by federal, state, or local law governing the Glory Global Solutions, Inc. location to which this application is submitted.

Physical Demands And Work Environment

Work is performed in a standard office environment. The noise level in the work environment is usually quiet. The employee must frequently lift and/or move up to 10 pounds. Specific vision abilities required by this job include close vision and ability to adjust focus. While performing the duties of this Job, the employee is regularly required to sit; use hands to finger, handle, feel, talk, or hear. The employee is frequently required to reach with hands and arms. The employee is occasionally required to walk. The ability to read, complete simple math calculations, and withstand moderate amounts of stress are important in achieving job objectives.