Regional Service Manager

Regional Field Service Manager

Since 1974, Wittenbach has been a leading provider of innovative cash automation and security solutions for financial institutions. Our commitment to customer satisfaction and delivering results has driven our growth. With over 200 highly trained service professionals throughout our service area, we ensure rapid response to our customer's service needs. The corporate office is in Sparks, Maryland along with regional operations in Hunt Valley, MD, Coatesville, PA and Charlotte, NC. Our Sales and Service footprint spans the Mid-West and East Coast.

The Regional Field Service Manager is responsible for overseeing and managing field service operations who serve Financial Institutions, within a specific geographic region. A qualified individual for this position will be located in New Jersey or Delaware. This role requires strong leadership, organizational, and technical skills to ensure that field service technicians provide high-quality service, meet customer expectations, and contribute to the overall success of the company.

A qualified candidate must be located in our New England Territory and will be managing technicians in the CT, MA, ME, RI, NH and VT areas.

Field Service Team Management:

• Recruit, hire, train, and develop field service technicians.
• Assign technicians to service calls based on their skills, location, and workload.
• Monitor technician performance and provide coaching and feedback.
• Manage technician schedules and ensure timely response to customer requests.

Scope of Accountability:

• Number of Direct Reports: 10-15
• Number of Indirect Reports: 0

Service Delivery:

• Oversee the quality and efficiency of field service operations within the region.
• Ensure that technicians adhere to company standards and procedures for service delivery.
• Resolve customer complaints and issues in a timely and satisfactory manner.
• Monitor service call metrics, such as first-time fix rates and customer satisfaction.

Inventory Management:

• Manage inventory levels for field service technicians, ensuring that they have the necessary parts and equipment to complete their work.
• Track inventory usage and reconcile stock levels regularly.

Equipment Maintenance:

• Ensure that field service equipment is properly maintained and calibrated.
• Schedule and oversee equipment maintenance and repairs.

Safety Compliance:

• Promote a safe working environment for field service technicians.
• Ensure compliance with all safety regulations and company policies.
• Conduct safety training and inspections.

Customer Relationship Management:

• Build and maintain strong relationships with customers in the region.
• Proactively identify customer needs and opportunities for additional services.
• Represent the company in a professional and positive manner.

Financial Management:

• Manage the field service budget within the region.
• Monitor expenses and identify cost-saving opportunities.
• Track revenue and profitability for field service operations.

Requirements

Education & Experience:

• High school diploma or equivalent required
• Minimum of 5 years of experience in field service management or a similar role preferred.
• Previous experience in the financial industry is preferred.

Certifications & Licensing:

• Valid Driver's License
• Acceptable Driving Record

Knowledge & Skills:

• Strong understanding of field service operations and industry best practices.
• Excellent leadership, communication, and problem-solving skills.
• Ability to manage multiple tasks and prioritize effectively.
• Strong customer service orientation.
• Proficiency in relevant software applications (e.g., field service management software, CRM systems).

Additional Requirements:

• Must pass a drug, driving and criminal background check prior to employment.

Environmental Demands:

Field Work: Some of the work will be conducted in the field, which may involve exposure to various environmental conditions, such as temperature extremes, noise, hazardous materials, and inclement weather.

Travel: May be required to travel around 35% of the time, within the region to visit customer sites, attend meetings, or provide support to field service technicians.

Mental Demands:

Problem Solving: Ability to identify, analyze, and solve complex problems related to field service operations, customer issues, and equipment maintenance.

Decision Making: Ability to make sound judgments and choices, often under pressure or with limited information.

Active Listening: Ability to pay close attention to what others are saying and understand the implications of their messages.

Persuasion: Ability to influence others through verbal and nonverbal communication to achieve desired outcomes.

Negotiation: Ability to negotiate with customers, suppliers, and technicians to resolve issues and reach mutually beneficial agreements.

Coordination: Ability to adjust actions to accomplish tasks efficiently and effectively.

Multitasking: Ability to manage multiple tasks simultaneously and switch between them as needed.

Stress Tolerance: Ability to withstand stressful situations, such as dealing with urgent customer requests or equipment failures.

Physical Demands:

Standing and Walking: Frequent standing and walking, often on uneven surfaces or in confined spaces.

Lifting and Carrying: Ability to lift and carry heavy equipment or tools.

Manual Dexterity: Ability to use fingers and hands to manipulate small objects, such as using tools or operating equipment.

Physical Endurance: Ability to withstand physical exertion and fatigue, especially when working in demanding environments.

Sedentary Work: Most of the time involves sitting, with occasional standing or walking.

Fine Manual Dexterity: Ability to use fingers and hands to manipulate small objects, such as using a computer or writing.

Vision: Ability to see objects within a close distance, such as reading documents or using a computer.

The final salary offer will depend on several factors, including:

• Experience: Your level of experience in the relevant field.
• Knowledge and Skills: Your specific knowledge, skills, and abilities.
• Ability: Your demonstrated ability to perform the job duties effectively.
• Geographic Location: The location of the position can influence salary rates.

The actual salary offer may vary based on individual qualifications and circumstances.