District Service Manager

Job Responsibilities

• Conducts frequent in-field/in-person visits to supervise completion and coordination of scheduled service activities to evaluate Field Service Representative (FSR) performance, morale, customer management/service skills, and technical proficiency.
• Travels with each Field Service Representative (FSR) on the team at least 2 times/year.
• Captures regular one-on-one meetings with FSRs and monitors ongoing team dynamics.
• Recognizes and responds early to morale or dissatisfaction issues to drive a high level of retention of skilled Field Service Representatives (FSR).
• Avoids unfortunate FSR departures through the development of team relationships, provides access to BD opportunities, provides support of individual career goals, and on-going operational support.
• Serves as a trusted advisor and coach to your team, supporting the resolution of technical and customer-facing issues while ensuring service objectives are achieved.
• Responsible for recruiting, retaining, and developing a high-performing team of Field Service Representatives (FSR).
• Provides guidance and mentorship and leads by example to establish excellence in execution and performance.
• Carries out Human Resource management responsibilities, including hires, job assignments, termination and promotion recommendations, transfers, salary actions, and the development and delivery of performance reviews.

Customer Centricity

• Manages in District Key account customers.
• Accountable for district net promoter score, customer satisfaction levels, and team morale through frequent travel into the field, participates in customer in-person meetings, field service team meetings, and ride-along.
• Drives a superb customer experience and long-term relationship retention with BD customers by monitoring and delivering on key performance indicators (Key performance indicators include but are not limited to Mean Time to Repair, Response Time, and On-Time PM Delivery).

Operations

• Implements operational objectives and assignments.
• Develops short-term field service tactical plans and execution.
• Ensures implementation of organizational policies and procedures and the appropriate utilization of company assets.
• Ensures adequate resources are provided.
• Accountable for service inventory management, levels, and utilization within the district.
• Participates actively in developing service technical training class schedules and the effectiveness of the classes.
• Delivers presentations during Service Leadership team meetings on specified topics of importance to service efforts.
• Keeps tabs on the U.S. regulations affecting own area of supervision/management and aligns with those regulations.
• Initiates change to BD practices and procedures to support compliance requirements.
• Communicates the need for compliance to members of own functional area.
• Supervises goals, objectives, and resources and establishes mechanisms to review and improve Key Performance Indicators (KPIs) to ensure service and financial targets are met.
• Ensures Environmental, Health, and Safety (EH&S) training by facilitating safety awareness program development and implementation.
• Ensures EH&S policies and procedures are followed through education and training. Discusses and documents pertinent EH&S topics at staff meetings.
• Participates in EH&S programs.