Senior Manager, ATM & Device Management

Brinks Texas License #C00550

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.

• Lead field technicians across the assigned Midwest market (Ohio, Michigan, Indiana, Kentucky, Pennsylvania) to ensure 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.

• Ensure ATM and device maintenance is completed on time, in line with SLAs, and 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).

• 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.

• Oversee parts inventory strategy and execution, ensuring technician inventory levels are accurate and appropriately stocked.
• Manage used parts return processes and vendor requirements.
• Oversee storage facilities and ensure proper controls are in place.
• Minimize stockouts and excess inventory through effective planning and tracking.

• Own labor and expense budgets for field service operations to deliver within financial targets.
• Identify opportunities to improve efficiency and reduce cost through process improvements and workforce optimization.
• Reduce reliance on third‑party service providers by increasing internal capability and coverage.

• Lead development and execution of DRS‑related maintenance capabilities, including site surveys and device installations.
• Partner with implementation teams to ensure seamless transition from installation to ongoing maintenance.

• Drive expansion of ATM and device maintenance work performed by Brink’s U.S. armored messengers.
• Ensure teams have necessary tools, parts, and supplies.
• Provide training to perform FLM activities and implement training programs and performance tracking.

• Deliver weekly, monthly, and quarterly reporting to leadership on service performance (SLA adherence, first‑time fix, backlog, etc.).
• Report cost performance and operational risks, and propose 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 a 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.

Brink’s is an equal opportunity and affirmative action employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability status, marital status, protected veteran status, sexual orientation, gender identity, genetic information, or any other characteristic protected by law. Brink’s is committed to providing a drug‑free workplace.