Regional Service Manager

**Regional Service Manager - East**

**Department**:Regional Service

**Reports To**:Regional Director

**Amount of Travel Required**:10-25%

**Positions Supervised**:
M-F; 37.5 hours per week; variable schedule

Service Technician, Lead Repair Technician, Manufacturers Representatives

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Regional Service Manager East provides insights to Regional Director on service needs in the eastern region. Responsible for the planning, development, and execution of onsite services and inhouse repairs according to the business objectives of the company. Lead a team of service professionals in accomplishing these business objectives. Responsible for supporting customers with after sales service needs for site and inhouse needs fostering customer satisfaction and loyalty while growing regional service results.

**ESSENTIAL FUNCTIONS**

**Reasonable Accommodations Statement**

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. Reasonable accommodations may be made to enable qualified individuals with disabilities to perform the essential functions.

**Essential Functions Statement(s)**
- Deploy strategies supporting the company’s business objectives to meet regional service quotas
- Adhere to and manage an approved budget
- Recruit, mentor, train and develop the service team; nurture an environment where they can excel through encouragement and empowerment
- Plan, schedule and dispatch technicians to best support customer requirement with appropriate resources
- Improve the customer service experience, create engaged customers, and facilitate growth
- Identify internal issues and aid in the creation of service procedures, policies aligned with Aerzen Regional and Global directives.
- Analyze data to provide insights to regional management to improve company results and support business decisions.
- Be informed of regionally specific market developments and work with Regional Director to adjust strategies
- Review and approve service quotes and contracts
- Manage and maintain third-party vendor relationships
- QHSE responsibility for the region
- Represent Aerzen Canada at required regional and global service meetings
- Be a technical resource for Aerzen products

**POSITION QUALIFICATIONS**

**Competency Statement(s)**

**General Competencies - Competencies for All Jobs**:

- Continuous Improvement - Looks for opportunities to increase knowledge, works to increase responsibility, strives to achieve personal goals, and provides ongoing and increasing value to the organization.
- Commitment to Safety - Understands, encourages, and carries out the principles of the Aerzen Canada Health and Safety Program. Raises awareness of safety issues to fellow employees and brings immediate attention to safety concerns. Completes all required safety training. Takes personal responsibility for safety.
- Data Management & Integrity - Updates relevant databases, programs, worksheets, or other business tools with timely and accurate information; creates an environment where other people in the organization can rely on the available information.
- Flexibility - Adapts to change, open to new ideas and responsibilities.
- Global Perspective - Recognizes and address issues that are outside our national perspective. Issues are viewed without any set biases or limitations. Has global experience: considers problems and opportunities from a global perspective. Culturally aware and demonstrates ability to conduct business. Actively seeks cooperation with counterparts at the Parent Company and in Sister Companies. Shares experience with them. Strives to raise the level of knowledge and experience throughout the Aerzen group.
- Lean Thinking - Understands and embraces lean work concepts and looks for ways to improve work processes for the team as a whole.
- Personal Credibility - Demonstrates and is perceived to be responsible, reliable, and trustworthy. Does what he/she commits to doing. Carries his/her fair share of the work load. Takes responsibility for own mistakes; does not blame others.
- Self Confidence - Is confident of own ability to accomplish goals. Approaches challenging tasks with a positive attitude. Faith in one's own ideas and ability to be successful; willingness to take an independent position in the face of opposition.
- Stakeholder Orientation - Makes decisions with all stakeholders in mind: customers, employees, shareholders, vendors, and the community.

**Job Specific Competencies - Competencies directly related to job**:

- Analytical Thinking - Ability to use thinking and reasoning to solve a problem.
- Attention to Communication - Ensures that others involved in a project or effort are kept informed about developments and plans. Keeps the team informed about progress and problems; avoids surprises. Uses multiple channels or means to communicate important messages. Shares ideas and information with others who might find them useful.
- Building Collaborative Relation