Regional Service Manager - East

REGIONAL SERVICE MANAGER - EAST

SUMMARY

The Regional Service Manager will manage the field service and contract technical roles in the assigned region(s). This position will ensure that the key performance indicators (KPIs), service level agreements (SLAs), and net promoter scores (NPS) meet or exceed the goals set by the Director of Service. The Regional Service Manager will be responsible for planning and directing new service contract installations and other support activities in the field. Also, the Regional Service Manager will prepare and present customer service options when requested by customers. Candidates for this role must reside on the East coast and live in close proximity to a major airport.

ESSENTIAL DUTIES AND RESPONSIBILITIES include, but are not limited to, those listed below:

Operational Excellence and People Leader Responsibilities:

Managing field-based technical services employees.

• • Recruit, onboard, mentor, and train to retain top talent.
  • Provide coaching to employees to develop performance based on established competencies and metrics to support the growth of employees.
  • Manage department by monitoring costs, expenses, overhead, and manpower to maintain desired margins.
  • Provide regular feedback to employees by monitoring performance. Conduct thorough performance reviews on direct reports as required by LINET.
  • Periodically conduct site visits and one-on-one time with technicians in the field on a quarterly basis for quality assurance, training purposes, and to ensure technician engagement.
  • Create or enhance standard work across LINETs current service programs to ensure we:
    • Maximize the utilization of the technicians aligned to contracts and warranty work in the region.
    • Assure all contracts are completed on time with the highest quality
    • Eliminate waiting and downtime and all non-value-added tasks
    • Efficiently complete warranty work in a timely manner.
  • Collaborate with the back-office and distribution team to adjust inventory levels at accounts to maximize the uptime of the installed base of products we manage
  • Schedule technicians in the field and on contracts in the assigned region in an efficient manner to control and reduce unnecessary travel and overtime costs
  • Monitor and control the budget for contract services and ensure proper staffing for installations and service call volume
  • Identify and hire technical personnel as required

Project planning and implementation. New contract process start-up.

• • Collaborate with cross-functional teams to develop the deliverables (i.e., required resources, work plan, budget, gap analysis, and timing for new program deployments and ongoing programs)
  • Create, streamline, or improve standard work processes across LINET’s service programs
  • Manage program and project teams for optimal customer experiences and return on investment. Coordinate, drive, and delegate initiatives to meet desired expectations.
  • Identify critical requirements for cross-functional teams and external vendors using a matrixed leadership mindset
  • Develop and manage budget for projects and be accountable for delivering against established business goals/objectives
  • Work with other program sponsors and senior leadership to identify risks and opportunities across multiple projects within the department
  • Analyze, evaluate, and overcome program risks and produce program scorecards for managers and stakeholders

Supporting Service Solutions Sales

Respond to customers with formal proposals with service solution options when requested.

• • Work with leads from account executives and regional sales directors to present service offerings that meet the demands of customer(s)
  • Attend routine business reviews led by account executives and ensure satisfaction with the service goals of the existing contracted customers and look for opportunities to grow the contract if needed
  • Regular review of existing customers, including, but not limited to, warranty and service contracts, and react to opportunities to build a service model that exceeds their goal
  • Maintain ongoing relationships with customers to ensure maintenance of the current contract base

SUPERVISORY RESPONSIBILITIES

This position will supervise remote Field Service Technicians.

CHARACTERISTICS

To perform this job successfully, an individual must satisfactorily perform each essential duty. The items listed below represent the characteristics necessary to perform at the expected level in this assignment. 

• High level of integrity
• Learning agility
• Demonstrated emotional intelligence in people and complex situations
• Exemplary interpersonal skills – ability to work effectively with a variety of personalities and behavioral styles
• Ability to organize and manage multiple priorities and deadlines
• Technical acumen

EDUCATION and EXPERIENCE  

• Bachelor's degree preferred or commensurate experience
• 10+ years of related experience and training
• Demonstrated experience in championing change
• Project management experience preferred, PMP certification highly sought
• Moderate to high common computer application skills, like Excel, PowerPoint, Salesforce.com, Power BI, etc.

LANGUAGE SKILLS

Ability to respond to common inquiries or complaints from customers, federal and other regulatory agencies, and sales and service personnel. Must communicate effectively with all levels of customers and employees, both in writing and orally.

MATHEMATICAL SKILLS

Ability to apply mathematical concepts and operations.

REASONING ABILITY

Ability to define problems, collect data, establish facts, draw valid conclusions, and offer appropriate solutions.

PHYSICAL DEMANDS

While performing the duties of this job, the employee is regularly required to talk and hear. The employee frequently is required to sit and stand. Employees must regularly lift and push hospital beds, parts, boxes, and components. The employee is occasionally required to walk, use hands to finger, handle, or feel, and reach with hands and arms. The employee must occasionally lift and move up to 75 pounds. Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception, and the ability to adjust focus.

WORK ENVIRONMENT

The work environment is remote, and the Regional Service Manager is responsible for the assigned region of service.

TRAVEL

This position requires travel of up to 80% within the region.

Linet Americas, Inc. is an Equal Opportunity / Affirmative Action employer.
All candidates are selected solely on the basis of legally permissible job related criteria.