Remote Regional Service Manager

Summary

Scantron Technology Solutions (STS) is a leading managed services provider of IT, print, and hardware services with a focus on security. STS offers professional growth opportunities, a comprehensive benefits package, well-being program, tuition reimbursement, and LinkedIn Learning platform. The Regional Service Manager position involves managing the regional field service resources, supervising Field Service Technicians, and ensuring quality customer service.

Requirements

• Bachelors degree or 5 -7 years related experience and/or training; or equivalent combination of education and experience
• 5 - 7 years related experience
• 3 - 5 years Supervisory experience
• Service Now experience
• Demonstrates leadership abilities

Responsibilities

• Proactively manage the regional field service resources resulting in responsive customer service and optimum corporate contribution
• Direct responsibility for the entire regional field service organization, including communications with Field Service Technicians, Customers, and Dealers, as well as periodic travel to the field to ensure quality service standards are upheld
• Supervise 17 - 25 remote Field Service Technicians
• Regional service staffing and manpower utilization, which includes proactively adjusting territories and personnel to achieve highest quality of service to our customers
• Manage annual budget for the assigned region, which includes payroll, parts, travel, space leasing, and other costs of doing business
• Determine training itinerary for entry-level technicians in the region, and schedule training with Training Manager. Evaluate the level of expertise of technicians in the field to determine what, if any, additional training is needed, and scheduling this training with the Training Manager
• Conduct accurate performance reviews, formally as determined by the technicians review date, and informally, as determined by performance. Documentation of any corrective action taken with technicians in the region, and coaching these employees so that they are able to succeed in their position
• Maintain a management style that has a positive impact on employees, Field Service Technician, and managers
• Strive for constant self-improvement, be it through educational development, analysis of the competition, or other means of improvement
• Selects and makes hiring decisions
• Addresses and resolves customer complaints

Preferred Qualifications

• Outstanding verbal and written communication skills
• Problem solving ability to handle pressure situations and multitask
• Ability to work well in flexible, dynamic work environment

Benefits

• EPO medical plan option
• HSA medical plans with employer contributions to an HSA Account
• Dental, vision, company-paid life insurance, and company paid short- and long-term disability coverage
• 401K savings plan with a generous company match
• Company wide well-being program that lowers annual health insurance premiums
• Tuition Reimbursement Plan which covers up to $5,250
• LinkedIn Learning platform for skill development