Regional Service Manager

Job Summary

The Regional Service Manager - DC Power will oversee technicians and possibly other personnel involved in service operations. They will manage financial performance and customer service in designated service regions. Reporting to either an Operations Manager or Director of Operations, they will ensure reliable attendance, effective communication, and high-quality service.

Key Job Responsibilities

• Reliable attendance and punctuality.
• Communicate job expectations with Technicians and other personnel.
• Assign, schedule, prioritize repairs, monitor, appraise job results, and foster a cooperative team environment.
• Hire, train, supervise, and provide corrective performance coaching to staff to minimize customer downtime and maintain high-quality technicians.
• Initiate, coordinate, monitor, and enforce systems, policies, and procedures.
• Maintain a safe, clean, and organized work environment by educating and directing personnel on the use of all control points, equipment, and resources.
• Develop a culture of safety meeting or exceeding company standards.
• Maintain a high standard of quality customer repairs and customer service.
• Resolve personnel and service problems by analyzing data, investigating issues, identifying solutions, and recommending actions.
• Answer questions and respond to requests from internal and external customers promptly.
• Maintain professional and technical knowledge by attending educational workshops, reviewing professional publications, establishing personal networks, and participating in professional societies.
• Develop thorough knowledge of the Company’s operating standards, policies, directives, and safety instructions pertinent to the assignment.
• Absorb technician Work-in-Progress (WIP) reports and ensure limited hours remain for End of Month (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 reflecting performance in areas such as safety, project completion times, customer satisfaction, and issue resolution.
• Management observations regarding attitude, diligence, team contributions, and willingness and ability to learn new skills and information.
• Growth of existing customer services utilized.
• Driving key business initiatives as customer needs change.
• Other key metrics prescribed by Concentric leadership, resulting in positive customer and Company impact.

Qualifications

• A minimum of 10 years of DC Power Technical experience.
• Strong mechanical aptitude required, with previous hands-on mechanical repair and/or troubleshooting experience preferred.
• A minimum of 5 years of experience managing service personnel.
• Demonstrate strong management and leadership skills.
• Excellent interpersonal skills and a collaborative management style.
• Extensive skills in Microsoft Office Products.
• Excellent verbal, analytical, organizational, writing, and presentation skills.
• Possess innovative leadership, communication, delivery, consultative, partnership, and team building skills.
• 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.
• Exceptional planning and organizational skills.
• Results-oriented and demonstrate the ability to work independently and in a team environment, occasionally lead and/or participate in cross-functional teams.
• Must have a valid driver's license.
• Must be able to pass a background check and drug screen.
• Must be able to travel extensively within assigned territory - 50%.

Benefits

At Concentric, we offer industry-leading benefits:

• Competitive pay – Plus incentive opportunities and overtime potential for our hourly employees!
• Three medical plan options with employer premium contribution starting on day one.
• Employee-paid dental and vision insurance starting on day one.
• Health Savings Account (HSA) with company contribution on eligible High-Deductible Health Plans (HDHP).
• Medical and dependent care Flexible Spending Accounts (FSA) available.
• Company-paid life and AD&D insurance, short-term and long-term disability coverage starting on day one.
• Company 401K plan with 100% match on the first 4% of employee contributions.
• 8 paid holidays.
• Full-time Employees receive a total of 128 Hours of Paid Time Off (PTO) Annually.
• We offer employee-paid accident, critical illness, and hospital indemnity insurance.
• We offer employee-paid legal plans, identity protection, pet insurance, and home & auto discounts.
• Training and mentoring – Learn from our experts in the industry.

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 50 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.