Regional Service Manager

Responsible for managing day to day activity of our field delivery personnel and ensuring customer retention and loyalty.  Works as a peer with the Global Operations Manager, ensuring field staff operate within established company/functional policies, procedures and guidelines.  Ensures that established field service metrics are met.  Recruits staff and plans for future succession.  Develops strategies to protect install base from competitors by ensuring quality service delivery and industry high customer satisfaction.  Ensures service readiness for all new customers by providing project management from contract initiation through implementation and ongoing support.   The Regional Service Manager is also responsible for strategic account management. By maintaining long-term relationships with assigned major and strategic customers, an understanding of their IT organizations' impact on overall business, their IT goals, and pain points can be determined.

 

What you’ll be doing:

Provides leadership and day to day oversight of field service delivery operations. Manages all pro and reactive activities, ensuring all operational metrics that are set by the Area Vice President are met or exceeded. Develops strong, interactive relationships with the sales organization and other strategic business units. Ensures compliance with established functional policies and procedures. Ensures adequate staff with appropriate capabilities to meet company needs. Conducts periodic assessment of productivity and implements corrective actions as needed. Provides an annual written performance evaluation for each of his/her employees Develops service plans for entry into new geographies.   Creates an environment which fosters teamwork, values diversity and which supports and respects all team and company staff members, internal and external customers and vendors.   Works directly with sales team in transitioning opportunities to service delivery.  Provide account management for assigned major and strategic accounts.  Manages a diverse and complex scope of support issues.  Insures local skill-sets meet the service requirements and recommend training or additional resources. Identifies customer reporting requirements including criteria and frequency. Determines most effective method of problem resolution by utilizing internal resources when necessary.  Prepares and presents incident review reports when the situation dictates such actions. Will also participate in pre-sale discussions to insure service delivery preparedness.   Consistently establishes and maintains working relationships with internal support delivery teams, customer support teams, customer contract, materiel representatives and sales. Provide ongoing performance and general feedback to direct reports. Provide daily coaching and guidance. Weekly or Bi-Weekly 1-on-1 meetings with each direct report. Address employee time off requests and approve timecards (if applicable) weekly. All other management duties as assigned. Identifies training needs, initiates development of subordinates, and recommends effective personnel action. Other duties as assigned.

 

What we’re looking for:

A minimum of 10 years of experience in an IT infrastructure support environment with a strong understanding of the 3rd Party maintenance industry. Strong project management skills. Consistently practices strong organizational, communication, negotiation, and problem solving skills. 

 

Bonus Points:

N/A

 

Education: 

Bachelor’s degree required.

 

Travel: 

10%

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