What are the responsibilities and job description for the Regional Service Manager East Region position at Consolidated Water Group?

Role Overview : At Zip Water North America, we are an emerging force in the multi-function tap industry, dedicated to delivering not only high-quality products but also unparalleled service. As we scale, we seek dynamic, hands-on professionals to help us enhance our service operations and exceed customer expectations.

As a Regional Service Manager for Zip Water North America, you will play a critical role in elevating our service standards and operational effectiveness across your designated region. Your primary focus will be on driving exceptional service experiences, expanding our market presence to increase aftermarket sales for installation and maintenance plans, and ensuring that our service teams are performing at their highest level. This role demands a dynamic leader with a strong background in service management, a commitment to excellence, and a passion for leading teams to deliver unparalleled customer satisfaction.

Specific Job Function :

Team Leadership and Development :

Lead, mentor, and develop a team of Zip Territory Service Managers / Technicians within your region to achieve key performance metrics related to installation and performance care plans.
Oversee and enhance the technical training programs for distributors, resellers, and service providers, ensuring they are well-versed in product knowledge and service protocols.
Collaborate with National Service Coordinator and Zip Australia on training materials to ensure alignment with the latest product information and service standards.
Coach your team in proficiency in installations, service visits, and handling warranty service requests.

Service and Operational Excellence :

Drive regional growth by implementing and optimizing installation and aftercare plans.

Manage the expansion of service platforms, including Territory Service Manager / Technician roles and third-party partnerships, to support Zip's growth objectives.

Develop strategies for continuous improvement in service delivery and customer satisfaction.

Customer Relationship Management :

Build and maintain strong relationships with service providers and customers to ensure compliance, quality, and trust.

Utilize Salesforce CRM to track and manage customer interactions, service calls, and performance metrics.

Service Expectations and Standards :

Set and monitor regional service goals tied to revenue generation, service excellence, and customer satisfaction.

Ensure all team members adhere to Zip's uniform and PPE standards, maintaining a professional appearance and presentation.

Oversee the stocking and maintenance of service vehicles, ensuring they are equipped to meet service demands and comply with Zip's brand requirements.

Lead by example in meetings and training sessions, fostering a culture of continuous learning and improvement.

Qualifications :

Associates degree or equivalent years of experience.

3 - 5 years' experience in the appliance, coffee machine or HVAC industries would be highly regarded. Drinking water treatment or dispensing related industry beneficial.

Previous people management experience a must.

Ability to travel 50%

A regionally recognized appliance repair or trade certification such as; Institute of Appliance Service Technicians (ioAST) certification, and / or National Appliance Service Technician Certification (NASTeC), and / or a Diploma in Heating, Air Conditioning, and Refrigeration, and / or a certification in Electrical Construction and Maintenance is preferred;

Quantifiable field service experience with excellent presentation, communication, customer relationship skills, and classroom instructor or trainer experience and skills.

Exceptional planning and time management skills, training facilitator and the ability to work unsupervised.

Ability to use Microsoft Office, Word, Excel and to learn other systems such as Salesforce CRM.

Competencies :

To perform the job successfully, an individual should demonstrate the following competencies in this position :

Customer Focus Accountable Resourcefulness

Organizational / Planning Team Player Analytical

Troubleshooting Initiative Adaptable

Integrity Detail Oriented Decision Making

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Regional Service Manager East Region

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