Regional Service Manager

Cash Depot is the largest independent provider in the United States specializing in retail cash management, consumer financial services, ATM solutions, and air/vac systems. An award-winning provider of financial technology, equipment, and services since 1983, we are supported by more than 270 operational employees and 160 nationwide service technicians. Our team is dedicated to meeting our partners’ needs through top-rated customer service, innovative technology and applications, durable equipment, and dependable on-site maintenance.

JOB SUMMARY:

The Regional Service Manager will be responsible for strong regional leadership that engages in direct line management with the field service technicians and overall service level of the assigned region. The Regional Service Manager manages, oversees, and is accountable for the technician performance and implements best in class service to our customers.

FIELD SERVICE MANAGER RESPONSIBILITIES:

Recruits, interviews, hires and trains new staff

Responsible for technician performance and metrics

Review workflows and work orders to verify quality and policy and procedural adherence

Assists multiple departments with service-related issues, questions, or requests

Handles discipline and coaching of Team Members in accordance with company policy.

Schedule and approve PTO or other time off needed and assign area coverage for service gaps.

Project management or reporting of metrics and progress ESSENTIAL FUNCTIONS /

DUTIES & RESPONSIBILITIES:

Aligns the team goals and objectives with policies, goals and business objectives in a way that maximizes the overall customer experience. Establish common, customer-focused metrics that align with exceeding goals and increasing achievement results.

Ensure effective delivery of daily operations by meeting and exceeding service level agreement objectives. Ensure work orders and projects are managed, tracked, escalated, and resolved appropriately.

Ensure employees receive adequate training to support customers through an on-boarding and on-going training and certification program.

Assist dispatch and dispatch supervisor in service coverage and issues as needed

Assist other departments with service-related questions and issues

Serves as emergency escalation contact for customer, Controllers, Field Service Technician.

Escalates service issues as needed and responsible with the technical support manager to ensure that technical and product issues are resolved in a timely manner and according to established guidelines.

Oversee travel and vacation schedule to ensure correct amount of staffing is always available to support the needs in the field

Provide support of quality review meetings with team to determine what issues need root cause solutions.

Provide support during meetings with customers concerning opened cases with dispatch, Field Service Technicians and Technical Support.

Responsible for guidelines being observed by the team for the creation of field bulletins, ticket updates and training records.

Sustains relationships with senior decision-makers, both internal and external.

Manage team metrics, execute continuous improvement, and change initiatives.

Conduct quarterly and annually feedback to each employee.

Coordinate activities with other management personnel or departments as required.

Identify and recommend efficiency and morale improvements.

Operate as a team player and help to unify the team.

Any other tasks assigned by management REQUIREMENTS: (Education, Experience, Skills, Abilities)
Valid driver’s license, clean driving record and ability to be insured through Company’s risk insurer.
2+ years of experience in Field Service or ATM experience preferred

Ability to travel when needed.

Previous leadership, supervisory experience…