Senior Manager, ATM & Device Management

The Manager, ATM & Device Management is responsible for end-to-end field service delivery and maintenance operations across a defined market, ensuring ATMs and related devices are serviced on time, fixed right the first time, and maintained to meet performance and customer expectations.

This role leads a distributed team of technicians and service leaders, overseeing daily dispatch operations, maintenance execution, inventory management, and performance tracking. The Manager is accountable for driving operational efficiency, reducing third-party reliance, controlling costs, and building scalable processes that improve uptime, service quality, and overall performance across the market.

Key Responsibilities:

Field Service Leadership & Technician Management

* Directly lead field technicians across the assigned Midwest market (Ohio, Michigan, Indiana, Kentucky, Pennsylvania), ensuring strong day-to-day execution and coverage

* Oversee technician dispatching through the Brink's system, ensuring jobs are assigned, completed, and closed accurately

* Ensure proper call handling and closure discipline to support accurate billing and revenue capture

* Coach, develop, and manage technician performance, including productivity, quality, and adherence to service standards

* Maintain appropriate staffing, coverage, and performance across geographies

Service Delivery & Maintenance Execution

* Ensure ATM and device maintenance is completed:

* On time, in line with SLAs

* With a strong focus on first-time fix rates and minimizing repeat visits

* Develop and continuously refine maintenance performance metrics (KPIs) to track productivity, quality, and service outcomes

* Drive consistent execution of both First Line Maintenance (FLM) and Second Line Maintenance (SLM)

Leadership of Service Management Team

* Directly manage District Service Manager(s) and Implementation Manager(s)

* Ensure alignment across field service, implementation, and ongoing maintenance operations

* Drive accountability for execution, issue resolution, and service performance across the team Inventory & Parts Management

* Oversee parts inventory strategy and execution, including:

* Ensuring technician inventory levels are accurate and appropriately stocked

* Managing used parts return processes and vendor requirements

* Overseeing storage facilities and ensuring proper controls are in place

* Minimize stockouts and excess inventory through effective planning and tracking

Cost Management & Operational Efficiency

* Own labor and expense budgets for field service operations, ensuring performance is delivered within financial targets

* Identify opportunities to improve efficiency and reduce cost through process improvements and workforce optimization

* Minimize reliance on third-party service providers by increasing internal capability and coverage DRS (Digital Retail Solutions) Maintenance & Implementation

* Lead development and execution of DRS-related maintenance capabilities, including:

* Site surveys

* Device installations

* Partner with implementation teams to ensure seamless transition from installation to ongoing maintenance

Armored Integration & Capability Build

* Drive expansion of ATM and device maintenance work performed by Brink's U.S. armored messengers

* Ensure teams have the necessary:

* Tools, parts, and supplies

* Training to perform FLM activities

* Implement training programs and performance tracking to build internal capability and improve quality

Performance Reporting & Continuous Improvement

* Deliver weekly, monthly, and quarterly reporting to leadership on:

* Service performance (SLA adherence, first-time fix, backlog, etc.)

* Cost performance

* Operational risks and improvement plans

* Identify trends and drive continuous improvement initiatives to enhance service delivery and customer experience

* Establish clear performance targets and accountability across the team

Experience & Qualifications

* Bachelor's degree in business, Operations, Engineering, or related field preferred

* 8+ years of experience in field service operations, maintenance, or technical service delivery

* 5-6+ years of leadership experience managing technicians or field service teams

* Experience managing dispatch, field scheduling, and service delivery in a distributed environment