Sr. Regional Service Manager – California (Remote)

Summary:

This individual will lead a team of Regional Service Managers focused on supporting customers’ need for service, while also supporting and coordinating activities with the U.S. sales teams.  This individual will need to take action to identify and address areas for improvement with a high sense of urgency.  The Manager will be responsible for setting direction for the team, establishing service directives, aligning processes, and measuring performance through the development and use of KPIs.  High level of travel within the United States should be expected.

Essential Functions:

• Effectively manage a team of Regional Service Managers overseeing the Field Service Technicians and Engineers, ensuring a culture of accountability.
• Drive understanding and awareness of Reliability Services, and the capabilities and value proposition of the Packaging Plus offerings.
• Partner with the Americas Service Director to develop and implement action plans to provide more proactive service offerings under the Packaging Plus brand.
• While partnering with other leaders in Reliability Services, identify areas to harmonize operations and practices across the globe to ensure customers have a uniform, quality service experience.
• Continuously monitor the overall capabilities of the regional team; ensuring Regional Service Managers are properly cross training team members and closing skill gaps to meet the demands of the region.
• Measure regional performance against key KPIs, such as customer satisfaction, service utilization, revenue realization, and service segment income.
• Increase revenue and segment income for the region by not only ensuring quality service calls, but also through the sale of maintenance agreements, product conversions/retrofits, and other proactive services.
• Able to interpret data to understand the financial performance of the region to determine the impact and growth.
• Develop a high performing team of Regional Service Managers and field technicians through training and growth of team members within the region.
• Collaborate closely with sales leaders and other functions across the regional platforms; specifically partnering with sales teams to resolve issues, identify new business opportunities, and support with key account management activities.
• Foster relationships with key customers; identifying unmet needs, addressing issues, and establishing the company as a trusted partner for service.
• Collaborate with Engineering, Innovation Research and Development, Advanced Services Team, Marketing, Production and Quality teams in terms of product and customer improvement.

Qualifications

Education:

Bachelor’s Degree in Business, Engineering or other related field preferred; or equivalent experience with HS Degree or GED.

Experience:

• At least 10 years in a technical role, with 5 years in a manager position.
• MS Office Proficient. Present at all levels of the organization.

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

• Goal Setting
• Analysis Skills
• Managerial Courage
• Team Player
• Motivational
• Strategic Skills
• Stress Management