Regional Service Manager: SOUTH, WEST, and CENTRAL/NORTHEAST
LINET Group
- Charlotte, NC
- $86,000-109,000 per year
- Permanent
- Full-time
- Recruit, onboard, mentor, and train to retain top talent.
- Provide coaching to employees to develop performance based on established competencies and metrics to support the growth of employees.
- Manage department by monitoring costs, expenses, overhead, and manpower to maintain desired margins.
- Provide regular feedback to employees by monitoring performance. Conduct thorough performance reviews on direct reports as required by LINET.
- Periodically conduct site visits and one-on-one time with technicians in the field on a quarterly basis for quality assurance, training purposes, and to ensure technician engagement.
- Create or enhance standard work across LINETs current service programs to ensure we:
- Maximize the utilization of the technicians aligned to contracts and warranty work in the region.
- Assure all contracts are completed on time with the highest quality
- Eliminate waiting and downtime and all non-value-added tasks
- Efficiently complete warranty work in a timely manner.
- Collaborate with the back-office and distribution team to adjust inventory levels at accounts to maximize the uptime of the installed base of products we manage
- Schedule technicians in the field and on contracts in the assigned region in an efficient manner to control and reduce unnecessary travel and overtime costs to meet or exceed 70% utilization/productivity goal.
- Monitor and control the budget for contract services and ensure proper staffing for installations and service call volume
- Identify and hire technical personnel as required
- Collaborate with cross-functional teams to develop the deliverables (i.e., required resources, work plan, budget, gap analysis, and timing for new program deployments and ongoing programs)
- Create, streamline, or improve standard work processes across LINET's service programs
- Manage program and project teams for optimal customer experiences and return on investment. Coordinate, drive, and delegate initiatives to meet desired expectations.
- Identify critical requirements for cross-functional teams and external vendors using a matrixed leadership mindset
- Develop and manage budget for projects and be accountable for delivering against established business goals/objectives
- Work with other program sponsors and senior leadership to identify risks and opportunities across multiple projects within the department
- Analyze, evaluate, and overcome program risks and produce program scorecards for managers and stakeholders
- Work with leads from account executives and regional sales directors to present service offerings that meet the demands of customer(s)
- Attend routine business reviews led by account executives and ensure satisfaction with the service goals of the existing contracted customers and look for opportunities to grow the contract if needed
- Regular review of existing customers, including, but not limited to, warranty and service contracts, and react to opportunities to build a service model that exceeds their goal
- Maintain ongoing relationships with customers to ensure maintenance of the current contract base
- Bachelor's degree preferred or commensurate experience
- 10+ years of related experience and training
- Demonstrated experience in championing change
- Project management experience preferred, PMP certification highly sought
- Moderate to high common computer application skills, like Excel, PowerPoint, Salesforce.com, Power BI, etc.
All candidates are selected solely on the basis of legally permissible job related criteria.