Key Responsibilities:
Team Management and Development
- Manage, coach, and develop group of Regional Service Managers (RSM), Customer Service team (Call center reps and Customer Coordinators) and other assigned associates.
- Build a strong culture of accountable and customer centric teams.
- Provide leadership and guidance to the Customer Management level associates supporting their professional growth.
- Implement new processes and procedures as part of continuous improvement as well as identifying new improvement opportunities aligned with AOP.
- Manage associate recognition: Ensure regions, teams and associates are recognized for outstanding contributions.
- Monitors and sets expectations for Customer Satisfaction Surveys
- Weekly/monthly meetings with teams on performance and planning
- Accountable for delivery of accurate van inventory counts from technicians through RSMs.
- Other duties as assigned.
Financial Management
- Monitor, review and analyze region/Area service profit and loss performance.
- Monitor service delivery for annual service contract revenue for assigned Regions.
- Direct RSMs on overtime, direct labor costs, T&M activities and inventories to meet goals of Field Service and Corporation.
- A few KPIs will be OP/Margin, SLA attainment, Ticket backlog and Leadership and Talent management
Customer Service and Escalations
- Participate with Area sales, service, systems and professional services groups to develop account strategies and action plans to contribute to the overall success of region performance goals.
- Monitor, review and analyze regional customer satisfaction levels. Provide input for adjustments and/or improvements and assure compliance.
- Interface with key National and Regional customers as needed for escalations and/or service-related meetings.
- Responsible for compliance of policies and procedures that assure protection and control of all the corporate assets within the region.
- Assure the achievement of the region’s service business technical performance and quality goals.
Requirements:
Education/Travel
- BA in Business Management preferred.
- Travel up to 25% to attend customer meetings, tech town halls, direct report meetings etc.
Experience
- 10+ years of operations managerial experience and 15+ years of overall business experience.
- 8+ years of experience managing higher level managers and indirect reporting teams
- Understanding of Profit and Loss financial sheet
- Industry experience is essential.
- Proven experience of change management within an organization.
- Experience in building and maintaining a strong customer centric organization
Skills
- Position requires a highly motivated individual with a solid performance history of demonstrated business acumen, leadership and management skills.
- The individual should demonstrate and possess a good understanding and working knowledge of FAAC Parking Systems service solutions, as well as an understanding of sales business plans and operations.
- Sound understanding of managerial accounting and financial reporting is required.
- The individual must be a leader with the ability to communicate effectively (oral/written) and demonstrate good problem solving skills. The individual should possess the ability to satisfy customer requirements with appropriate resource management.