What are the responsibilities and job description for the Regional Service Manager position at Cennox?
This position is responsible for managing field service within an assigned area. Key duties include team management, overseeing service operations, customer relations, quality control, performance reporting, inventory management, continuous improvement, and compliance and safety.
Duties and Responsibilities:
- Lead, train, and mentor a team of field service technicians to ensure top-notch performance and service delivery.
- Oversee and coordinate field service activities to ensure efficient scheduling, resource allocation, and on-time completion of service requests.
- Act as a primary point of contact for customers, addressing inquiries, resolving service issues, and ensuring customer satisfaction.
- Monitor field service operations to maintain high-quality standards, ensuring that all services meet company and regulatory guidelines.
- Track key performance indicators (KPIs) related to service efficiency, customer satisfaction, and technician performance. Prepare regular reports for management.
- Ensure that field service teams have access to the necessary tools, parts, and equipment to complete jobs efficiently and effectively.
- Identify opportunities to improve service delivery processes and implement changes that enhance operational efficiency and customer satisfaction.
- Ensure that all field service operations comply with company policies, industry regulations, and safety standards.
- Performs other duties as assigned.
Skills/Requirements:
- High proficiency of Microsoft Office products (Word, Outlook, Excel)
- Experience leading a team of 30-40 field service technicians
- Ability to interpret written instructions and documents
- Ability to work independently with minimum supervision
- Must be willing and able to practice adaptability, with a growth mindset and willingness to learn
Experience & Education:
- Bachelor's degree in a relevant field (e.g., Engineering, Business, or a technical discipline) preferred, or equivalent work experience.
- 5 years of experience in field service or a related technical role, with at least 2 years in a leadership or management position
- Ability to communicate and provide excellent customer service
- Strong understanding of the products or services provided, including troubleshooting, maintenance, and repair processes
- Proven ability to lead and motivate a team, with experience in staff development and performance management
- Exceptional communication and interpersonal skills, with the ability to manage customer relationships and resolve issues effectively.
- Strong analytical skills and the ability to think critically to solve complex service challenges.
- Excellent organizational and time management skills, with the ability to prioritize and handle multiple tasks simultaneously.
- Willingness to travel to service areas as needed.
Physical Requirements:
- Ability to lift and move 50 or more pounds
- Ability to sit or stand for extended periods of time
- Ability to climb, bend, stoop, and reach freely
- Vision correctable to 20/20
