Regional Service Manager

About the Role

The Regional Service Manager will provide strong regional leadership, directly managing field service technicians and ensuring high service levels within the assigned region. This role is accountable for technician performance and implementing best-in-class service to customers.

Responsibilities

• Recruit, interview, hire, and train new staff.
• Oversee technician performance and metrics.
• Review workflows and work orders to verify quality and adherence to policies and procedures.
• Assist multiple departments with service-related issues, questions, or requests.
• Handle discipline and coaching of team members in accordance with company policy.
• Schedule and approve PTO or other time off, assigning area coverage for service gaps.
• Manage projects and report on metrics and progress.
• Align team goals and objectives with company policies and business objectives to maximize customer experience.
• Establish customer-focused metrics to exceed goals and improve results.
• Ensure effective daily operations by meeting or exceeding service level agreement objectives.
• Manage, track, escalate, and resolve work orders and projects appropriately.
• Ensure employees receive adequate training through onboarding, ongoing training, and certification programs.
• Assist dispatch and dispatch supervisors with service coverage and issues as needed.
• Serve as emergency escalation contact for customers, controllers, and field service technicians.
• Escalate service issues and collaborate with the technical support manager to resolve technical and product issues promptly.
• Oversee travel and vacation schedules to maintain adequate field staffing.
• Support quality review meetings to identify root cause solutions for issues.
• Participate in customer meetings concerning open cases with dispatch, field service technicians, and technical support.
• Ensure team adherence to guidelines for creating field bulletins, ticket updates, and training records.
• Sustain relationships with senior decision-makers, both internal and external.
• Manage team metrics, execute continuous improvement, and change initiatives.
• Conduct quarterly and annual feedback sessions for each employee.
• Coordinate activities with other management personnel or departments as required.
• Identify and recommend efficiency and morale improvements.
• Operate as a team player to unify the team.
• Perform any other tasks assigned by management.

Requirements

• Valid driver’s license, clean driving record, and ability to be insured through the company’s risk insurer.
• 2+ years of experience in field service or ATM experience preferred.
• Ability to travel as needed.
• Previous leadership or supervisory experience preferred.
• Ability to lead, coach, and develop a team.
• Ability to work safely when lifting ATMs.
• Ability to execute and manage expectations outlined in the Field Service Handbook.
• Excellent written and verbal communication skills with internal and external contacts.
• Proven ability to be organized, detail-oriented, multitask, and solve problems critically and thoroughly.
• Ability to adapt to change in the workplace or assignment of duties.

Physical Requirements

The physical demands described are representative of those required to successfully perform the essential functions of this job.

• Regularly required to talk and hear.
• Frequently required to sit, stand, walk, use hands to finger, handle or feel, and reach with hands and arms.
• Occasionally required to lift and/or move up to 10 pounds, stoop, bend, and kneel.
• Specific vision abilities required include close vision, distance vision, color vision, peripheral vision, depth perception, and ability to adjust focus.

Work Environment

This job operates in a professional office environment and routinely uses standard office equipment such as computers, phones, copiers, filing cabinets, and fax machines.

Schedule

• Full-time position.
• Days and hours of work are Monday through Friday, 7:00 AM to 4:00 PM (East Coast) or 8:00 AM to 5:00 PM (Central or West Coast).
• Occasional overtime required.
• Required to work nights and weekends as needed.