Regional Service Manager - Texas (Remote)

Summary:

Directs and coordinates activities of field service personnel to ensure the satisfactory performance of company power equipment and identify new business opportunities.

Essential Functions:

• Manage a team of 12-16 Field Service personnel in your region, supporting over 1,000 customer accounts and 5,000 machines in each region.
• Oversee the activities of the personnel and ensure coverage for completion of service calls in a timely manner.
• Review work orders to ensure accuracy of hours/travel.
• Ensure all Service reports & documentation have been completed and accurate.
• Follow-up on action items and punch lists with customers.
• Approve timecards, expense reports, and annual maintenance agreements.
• Proactively manage agreements for profitable growth,
• Accountable for growth and margin, year over year through the sale of maintenance agreements, product retrofits and billable service, including maximized utilization levels.
• Provide qualified supervision for field service techs on special application equipment.
• Ensure and coordinate training and development of technical skills of team to successfully handle customer needs within the region.
• Form strong relationships with internal and external customers to collaborate and service the needs of the end user.
• First level escalation for customer issues.
• On a regular basis, partner with Sales, Product and Marketing Managers, and Engineering to continuously improve the organization, equipment, and department.
• Provide necessary resources, training and tools for the team to effectively and safely perform their job.
• Gather and share essential KPI’s, weekly, monthly reports as well as quality reports.
• Partner with inventory manager on inventory levels of each service van inventory and determining specific parts as it pertains to their assigned region.
• Prepare comprehensive technical data reports for Training and Engineering Department relating to equipment issues and present suggestions for improvements.
• Optional: In certain global areas, this role will be responsible for maintaining world class customer service for parts ordering, fulfilling & stocking levels within their region.

Qualifications

Education:

High School Diploma or GED required, Preferred College Degree or Technical School.

Experience:

• 2+ years in a leadership role, with 5 years in a service position.
• Microsoft Office skills (Word, Excel, Outlook, etc)
• Desirable: Professional course (business, engineering, mechanical).

Functional Success Drivers: These competencies are what we require for an individual to be successful in this role.

• Customer Focus
• Stress Management
• Problem solving
• Results oriented
• Organization / Planning
• Empowerment
• Selecting Quality Talent