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.

• 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 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

• 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