Regional Service Manager

The Regional Service Manager (West Region)

Direct reports: Dispatcher, Service Technicians

Reports to Director of Field Service Operations

Customers: Internal and External

EAM-Mosca Corp, a dynamic market leader in end-of-line packaging automation systems, is seeking to hire an experienced Regional Service Manager (West Region).

EAM-Mosca is privately held and retains a unique, focused, entrepreneurial culture. EAM-Mosca also enjoys a blue-chip client base of successful North and South American manufacturing companies and has a portfolio of products applicable to a variety of end-use markets. The key to the ongoing success of the business is a system-based product portfolio featuring standard as well as custom-engineered packaging machinery solutions and a superior consumable packaging product, complimented by quality technical service and readily available aftersales parts support.

Job Description: Regional Service Managers are responsible for the day-to-day management of the Field Service Technicians and the Field Service Dispatcher in the region and are tasked with ensuring that services provided to the customer meet EAM Mosca’s standards for product performance and reliability.

Roles and Responsibilities:

· Lead regional service technicians in providing Best-in-Class services to our customers.

· Utilize a combination of management controls, including site visits, quality audits, customer surveys, and service KPI metrics, to measure the quality of service provided. Where necessary develop improvement programs for service to meet company-wide expectations.

· Ensure all service administrative work is completed promptly including but not limited to scheduling service techs, reviewing service work orders, approval of PTO in ADP, and completion of annual Performance Reviews with direct reports.

· Play an active role in major product installations, retrofits, and new product releases in assigned regions.

· Recruit, hire, and motivate qualified service technicians. Assist in developing and mentoring technicians with the support of Development Training Managers.

· Communicate safety initiatives, rules, and guidelines. Hold managers and employees accountable as appropriate.

· Promote continuous quality monitoring and improvement in the service group. Ensure best practices are being followed and ensure accountability when appropriate.

· Work with the Service Management Team to develop and deliver coordinated and consistent services across all regions.

· Work with the Regional Sales Managers to develop and manage our customers’ maintenance programs utilizing the Mosca One predictive maintenance system.

Qualifications:

· 3 Years of experience managing remote technical service teams.

· Strong electrical and mechanical foundation. Experience with managing the service teams in the repair, maintenance, and installation of end-of-line packaging systems is preferred.

· Demonstrated ability to work under pressure to meet customer requirements and time expectations.

· Strong organizational and time management skills; Ability to manage multiple projects simultaneously.

· Ability to work independently and as part of a Team.

· Requires travel 70% and must live near a major International Airport. Ability to travel daily with up to four overnight stays per week (Monday – Friday).

· A valid driver’s license with a clean driving record is required.

· Experience with dispatching, work orders, and ERP systems is required. Experience with Salesforce Field service, SAP Concur, and Learning Management Systems is preferred.

· Must reside in Southern California.

Excellent Pay and Benefits package:

· Medical, Dental and Vision benefits

· 401(k) retirement savings program

· Paid vacation and holidays

· Life Insurance

· Employee assistance programs

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran.