Regional Service Manager

Summary

Join Secur-Serv as a Regional Service Manager and lead a team of 17-25 remote Field Service Technicians. You will be responsible for the overall regional field service operations, ensuring high-quality customer service and meeting contractual obligations. This remote, work-from-home position requires strong leadership, communication, and problem-solving skills. Secur-Serv offers a generous benefits package including medical, dental, vision, life insurance, disability coverage, a 401k plan with a company match, tuition reimbursement, and a company-wide wellness program. The ideal candidate will have a Bachelor's degree or equivalent experience, 5-7 years of related experience, and 3-5 years of supervisory experience. Apply today if you are located in the continental U.S. (excluding Colorado, Washington, and New York).

Requirements

• Bachelors degree (B. A.) from four-year college or university 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

• Direct responsibility for the entire regional field service organization. This includes communications with the Field Service Technician, Customers and Dealers, as well periodic travel to the field to ensure quality service standards are upheld
• Responsible for daily field operations, which includes ensuring contractual obligations are being met (Preventative Maintenance routines, call-backs, response time) and the highest customer service is being provided
• Supervisory Responsibilities: Manages 17 - 25 remote Field Service Technicians
• Management of Staff Plans, directs, and coordinates the efforts of team toward attainment of goals and objectives. Develops staff. Provides advice and guidance to staff regarding client relationships and projects
• Identifies developmental and growth opportunities for staff members
• Ensures appropriate training is provided to staff
• Provides coaching, communication, feedback and completes formal performance appraisals for each assigned staff member
• Participates in the selection process for new employees to ensure adequate staffing
• Ensures the team develops and grows client relationships to accelerate the company’s vision
• Develops and maintains an environment that is optimal for employee productivity, employee engagement and job satisfaction
• Provide consistent clear communication and direction to the operations staff and management
• Coordinate with Manager and the People Department to determine appropriate disciplinary actions for performance conduct quality attendance or other actions that are deemed inappropriate or non-productive
• 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 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 that go with employer contributions to an HSA Account
• Dental
• Vision
• Company-paid life insurance
• Company paid short- and long-term disability coverage
• 401K savings plan with a generous company match
• You are vested on your first day of eligibility in the plan
• Company wide well-being program that also serves to lower your annual health insurance premiums
• Tuition Reimbursement Plan which covers up to $5,250
• LinkedIn Learning platform to develop your skills and career
• Remote, work-from-home position