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Regional Service Manager
2 days ago
**20-40% travel is required as needed in this role for service meetings, internal and external business meetings, and engineer meetings throughout Canada, Michigan, and Ohio**
As Service Express has been growing, so have our teams to support our expansion As such, we are looking for a **Regional Service Manager** to oversee service delivery and day-to-day operations as well as provide front-line leadership for our Field Service Engineers in Toronto, Cleveland, Columbus, Detroit, and Flint. This role will also work closely with our Senior Account Executives to ensure customer satisfaction and long-term business relationship with our customers.
**Here's what this position is all about**:
Territory Management & Customer Service
- Oversee individual and team objectives and ensure alignment with company strategy; develop and implement action plans to achieve company expectations of service; coach engineers to discover and improve areas of opportunity
- Monitor service delivery and customer satisfaction while addressing any issues proactively and meeting with customers as needed; develop the engineers' customer service skills and meet with customers as needed
- Manage escalated service activity as needed and provide guided resolutions to Field Service Engineer team to train effectively
- Ensure local offices are equipped for success by guaranteeing assigned offices are properly supplied and organized with parts for customers in addition to managing the budget - labor, overtime, inventory, COGS and all expense items
- Oversee on-call availability for 24x7 customer needs as part of a scheduled rotation throughout the local service team
- Partner with Talent Acquisition Team to ensure adequate staffing in each office and region. Analyze staffing levels and project hiring trends to help predict proactive recruiting needs. Be an active participant in the Service Express interviewing process in identifying the top talent to join our culture
- Provide timely updates to customers as needed while also providing several realistic solution options to ensure customer trust and satisfaction
- Partner and collaborate with Sales to be a resource of support with new business meetings and growing our current customers as well; provide expertise and availability on sales calls as needed
- Monitor Field Service Engineer assignments by revenue to adequately allocate responsibility and ensure success
- Diligently assign Field Service Engineers as primary and secondary contacts on specific accounts while taking into consideration individual strengths and workload
- Act as the third level of escalation on service calls requiring immediate assistance
Leadership
- Remove obstacles impeding the success of the Field Service Engineer and Lead Field Service Engineer and relieve business pressures by handling the customer during escalated situations
- Personify the organization remotely by fostering a culture supportive of The Service Express Way; cast organizational vision to ensure clarity of strategic objectives
- Lead and manage the daily operations of the field service engineer team by demonstrating proactive service methodology to add value consistently on all accounts
- Identify and develop top talent internally to support the culture of growth and succession planning for future needs
- Meet with Field Service Engineers regularly to provide feedback pertaining to their performance and guide them in meeting their personal, professional and financial goals by using Service Express' performance measure system
- Develop Field Service Engineers to be independent service representatives of the company. Guide them in handling issues under extreme pressures and provide them the tools to handle service calls appropriately
Business Acumen
- Engage in sound business practices daily by proactively measuring all decisions against the company's four core objectives: Excellent Customer Service, Employee Engagement, Margin Retention & Growth and Revenue Growth
- Responsible for understanding the trends and issues likely to impact the market and communicating such knowledge to leadership and others potentially impacted as appropriate
**Here's what we are hoping you can bring to the Service Express team**:
- Prior experience leading a field service team, preferably in a technology/computer related industry
- Proven experience successfully coaching and developing individuals
- Effective communication and follow through, strong organizational skills, and a dedication to providing high-touch customer service
- Manage the Field Service Engineer documentation process of all actions and resolutions on service tickets to ensure appropriate cross communication between service departments
- Identify and drive process improvement in field service; champion change management as necessary to improve overall business objectives
- Engage other departments when appropriate by customer needs (i.e. Purchasing, Hardware Sales, Field Technical Operations, Sales)
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