Service Manager

Job Type
Full-time
Description
Regional Service Manager
Concentric is a leading provider of DC power and equipment (forklift) maintenance solutions to industrial and commercial customers including manufacturers, distributors, data centers, telecom and utilities. We design superior engineered solutions so our customers can get out of the power and maintenance business and focus on their core business. Our mission is to eliminate service and downtime from customers' operations.
Job Summary
The Regional Service Manager will be responsible for managing technicians and possibly other positions who are critical to the operations and delivery of service. They manage the overall financial performance and customer service of the service regions. The Regional Service Manager reports to either an Operations Manager or to the Director of Operations for a geographical region.
Key Job Responsibilities:
• Communicate job expectations with Service Professionals and other personnel.
• Assign, schedule, prioritize repairs, monitor, appraise job results, and foster a spirit of cooperation and teamwork with technicians and other personnel.
• Recruit/Train/Develop/Coach staff to reduce customer down time and maintain high-quality Service Professionals.
• Develop a culture of safety that meets or exceeds the company's high standards.
• Maintain a high standard of quality customer repairs and customer service.
• Initiate, coordinate, monitor and enforce systems, policies and procedures.
• Resolve personnel and service problems by analyzing data, investigating issues, identifying solutions, and recommending action.
• Answer questions and respond to requests timely for internal and external customers.
• Maintain safe, clean and organized work environment(s) by educating and directing personnel on the use of all control points, equipment and resources.
• Maintain professional and technical knowledge by attending educational workshops, reviewing professional publications, establishing personal networks, benchmarking state-of-the-art practices, and participating in professional societies.
• Develop thorough knowledge of the Company's operating standards, policies, directives, and safety instructions pertaining to the assignment.
• Assist with monitoring technician WIP reports and ensure limited hours remain for EOM.
• Collaborate with regional sales leadership to coordinate activities between Sales and Operations teams.
• Work with regional leadership to manage and drive financial forecasting and results.
• Other duties as assigned by supervisor.
Key Performance Measurements:
• A score card that reflects performance in areas such as safety, completion time for projects, customer satisfaction, and issue resolution.
• Management observation regarding attitude, diligence, team contributions, and willingness & ability to learn new skills and information.
• Growth of existing customer services utilized.
• Driving key business initiatives as the customer needs change.
• Other key metrics prescribed by Concentric leadership, resulting in positive customer and Company impact.
Requirements
• Experience managing service personnel.
• Strong management and leadership skills.
• Excellent interpersonal skills and a collaborative management style.
• Excellent verbal, analytical, organizational, writing and presentation skills.
• Strong mechanical aptitude required, previous hands-on mechanical repair and/or troubleshooting experience preferred.
• Proven ability to thrive in a fast paced, technology driven service environment.
• Ability to work with individuals from diverse backgrounds and with diverse needs and across remote offices.
• Extensive skills in Microsoft Office Products.
• Exceptional planning and organizational skills.
• Results-oriented and demonstrates the ability to work independently and in a team environment, occasionally lead and/or participate in cross-functional teams.
• Possess innovative leadership, communication, delivery, consultative, partnership, and team building skills.
• High School Diploma or GED is required.
• The selected candidate will be required to pass a criminal history background check and drug screen.
*This job description is subject to change at any time.
Physical Demands
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. While performing the duties of this job, the employee is occasionally required to wear approved Personal Protective Equipment (PPE), carry tools, use hands to maneuver, handle or feel, and hear and talk. The employee frequently is required to walk and reach with hands and arms. The employee is occasionally required to stand and stoop, kneel, crouch or crawl. The employee must occasionally lift and or move up to 25 pounds. Specific vision abilities required by this job include close vision and the ability to adjust focus. Employees must maintain a high level of self-awareness about their surroundings due to the high level of high voltage AC/DC power in the work environment.
Work Environment
The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. The work is performed in various locations, including warehouses, distribution centers, manufacturing plants, refineries and hospital settings. Employees may work with others, side-by-side, with a moderate level of activity being performed. The noise level in the work environment is light to moderate. Exposure to high voltage AC/DC power is very common in many work environments. The noise level in the work environment is moderate to high.
The Concentric Company considers applicants for all positions without regard to race, color, religion, creed, gender, national origin, age, disability, genetic information, marital or veteran status, or any other legally protected status.