District Service Manager

Key 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 RSVP 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.
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 and injury or property damage).
On-Call and after hours support, as needed.

Required Education, Qualifications, Skills, and Competencies
REQUIRED EDUCATION AND QUALIFICATIONS
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
Must reside in the territory to effectively manage the team

REQUIRED 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 mind set 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.