Senior Manager, ATM & Device Management

The Manager, ATM & Device Management is responsible for end-to-end field service delivery and maintenance operations across a defined market, ensuring ATMs and related devices are serviced on time, fixed right the first time, and maintained to meet performance and customer expectations. This role leads a distributed team of technicians and service leaders, overseeing daily dispatch operations, maintenance execution, inventory management, and performance tracking. The Manager is accountable for driving operational efficiency, reducing third-party reliance, controlling costs, and building scalable processes that improve uptime, service quality, and overall performance across the market. Key Responsibilities Field Service Leadership & Technician Management Directly lead field technicians across the assigned Midwest market (Ohio, Michigan, Indiana, Kentucky, Pennsylvania), ensuring strong day-to-day execution and coverage Oversee technician dispatching through the Brink's system, ensuring jobs are assigned, completed, and closed accurately Ensure proper call handling and closure discipline to support accurate billing and revenue capture Coach, develop, and manage technician performance, including productivity, quality, and adherence to service standards Maintain appropriate staffing, coverage, and performance across geographies Service Delivery & Maintenance Execution Ensure ATM and device maintenance is completed On time, in line with SLAs With a strong focus on first-time fix rates and minimizing repeat visits Develop and continuously refine maintenance performance metrics (KPIs) to track productivity, quality, and service outcomes Drive consistent execution of both First Line Maintenance (FLM) and Second Line Maintenance (SLM) Leadership of Service Management Team Directly manage District Service Manager(s) and Implementation Manager(s) Ensure alignment across field service, implementation, and ongoing maintenance operations Drive accountability for execution, issue resolution, and service performance across the team Inventory & Parts Management Oversee parts inventory strategy and execution, including Ensuring technician inventory levels are accurate and appropriately stocked Managing used parts return processes and vendor requirements Overseeing storage facilities and ensuring proper controls are in place Minimize stockouts and excess inventory through effective planning and tracking Cost Management & Operational Efficiency Own labor and expense budgets for field service operations, ensuring performance is delivered within financial targets Identify opportunities to improve efficiency and reduce cost through process improvements and workforce optimization Minimize reliance on third-party service providers by increasing internal capability and coverage DRS Maintenance & Implementation Lead development and execution of DRS-related maintenance capabilities, including Site surveys Device installations Partner with implementation teams to ensure seamless transition from installation to ongoing maintenance Armored Integration & Capability Build Drive expansion of ATM and device maintenance work performed by Brink's U.S. armored messengers Ensure teams have the necessary Tools, parts, and supplies Training to perform FLM activities Implement training programs and performance tracking to build internal capability and improve quality Performance Reporting & Continuous Improvement Deliver weekly, monthly, and quarterly reporting to leadership on Service performance (SLA adherence, first-time fix, backlog, etc.) Cost performance Operational risks and improvement plans Identify trends and drive continuous improvement initiatives to enhance service delivery and customer experience Establish clear performance targets and accountability across the team Experience & Qualifications Bachelor's degree in business, Operations, Engineering, or related field preferred 8+ years of experience in field service operations, maintenance, or technical service delivery 5-6+ years of leadership experience managing technicians or field service teams Experience managing dispatch, field scheduling, and service delivery in a distributed environment #J-18808-Ljbffr Brink's