JOB SUMMARY & SCOPE: As a Regional Service Manager (RSM) you will provide consistent premium level service and support in all field service areas of this role. Maintain an organized, proactive system of regional management, utilizing current management reports and available data. Demonstrate the ability to develop contingency and effective support plans for all business and operational situations. Continually evaluate and implement efficiency improvements within regional operations. Responsible for promoting and maintaining high customer satisfaction levels and consistently achieving results across all key areas of the field service business. Focused on growing the business, developing talent, hiring talent, building strong customer relationships, maximizing operational efficiencies, implementing process improvement initiatives, and actively growing service-related knowledge and skills. Maintain a positive attitude and demeanor, a champion of corporate culture, embracing change and influencing peers and team to do the same.
KEY ACCOUNTABILITIES: Implement and maintain post-sales data management strategies, ensuring the accuracy and completeness of data captured from sales transactions.
Continuously assess and optimize MDM systems and processes to improve data quality, streamline operations, and enhance overall efficiency.
Work closely with sales teams, IT departments, customer service, and other relevant stakeholders to understand data management requirements and implement effective solutions.
Establish and enforce data governance policies, standards, and procedures to maintain data integrity and compliance with regulatory requirements.
Identify and address data management issues and discrepancies in a timely manner, collaborating with relevant teams to implement effective resolutions.
Generate reports and analyze post-sales data to identify trends, insights, and opportunities for improvement.
Develop training materials and documentation to educate stakeholders on data management best practices and ensure consistent adherence to MDM protocols.
Proactively identify areas for process improvement and innovation within the post-sales data management function, driving initiatives to enhance overall effectiveness and efficiency.
EDUCATION EXPERIENCE KEY TRAITS: Manage and lead the recruiting, selection, training, development, and growth of direct reports comprising of regionally dispersed Customer Service Engineers of various levels.
Promote and produce the sale of service contracts, upgrades, parts, and billable labor revenue to meet established business goals and guidelines.
Maintain proper and accurate service part inventory levels for both direct and indirect staging locations.
Provide exceptional customer service; ensure customer satisfaction is achieved when resolving customer/product issues and complaints.
Provide prompt, effective, and continuous communication with customers and internal stakeholders about service call status, ETA’s and resolution status.
Develop an expert level working knowledge of Corporate and Service Department procedures and policies.
Demonstrates behavior that cultivates operational excellence by continually challenging old methods or ways of thinking and taking responsible risks to improve results; serve as a positive role model in creative thinking and in focusing on quality work.
Continuous training and self-development to improve and enhance service management skills and expertise.
Actively participate in cross-functional and external working groups with focus on business improvement, relationship building, and strategy development.
Partner and manage external service relationships, ensuring an aligned and seamless service experience to our customers.
Support, develop, and implement organizational service strategies and initiatives, improving operational efficiencies, financial performance, customer experience, and team member effectiveness.
Create, implement, and utilize organizational metrics and key performance indicators to trend performance, manage exceptions, and demonstrate operational status.
Complies with all safety policies, practices, and procedures.
Performs other duties/special projects as assigned.
TYPICAL PERFORMANCE TARGETS: SERVICE DELIVERY: Sustained, measured excellence in project & process delivery
COST TO SERVE: Sustained, measured excellence in delivery efficiency with expected continuous improvement
INNOVATION: Step changed delivery in safety, quality, and/or cost
LANGUAGE SKILLS: Primary language used in daily operations is English. Additional primary company languages include Spanish, French, and Dutch.
Read and interpret documents, procedure manuals and various correspondence from both internal and external.
Speak effectively, both individually and before groups of both external customers and/or various levels of employees within the organization.
SUPERVISION: Role involves management of between 13-18 direct reports across multiple geographic locations. Frequent travel up to 50% is required to internal company locations as well as external company/vendor locations.
DECISION MAKING REASONING: Able to take accountability and responsibility for business target delivery and decision making.
Carry out supervisory responsibilities in accordance with the organization's policies and applicable laws.
Includes hiring and terminating authority.
About Peak Technologies: Peak Technologies provides end-to-end enterprise mobility, managed services, printing and mobile data capture solutions for performance-driven organizations focused on the optimization of supply chain and field-based business processes. Peak Technologies' in-depth industry-specific experience, state-of-the-art solutions and managed services, and exemplary customer support provide transformational business solutions and results that deliver greater ROI and outstanding value.Peak Technologies serves as a trusted business partner for some of the world's largest companies, while also supporting local and regional customers with an extensive coverage footprint throughout North America and Europe.