Regional Service Manager - Remote

Description

Concentric, LLC is the nation’s largest independent industrial power provider, delivering forklift power, critical infrastructure, mechanical/HVAC, and dedicated material handling and automation maintenance solutions. Through a nationwide network of technicians, engineers, and support teams, Concentric understands and prioritizes the unique needs of each customer to maximize uptime, improve operational efficiency, and maintain infrastructure. We provide reliable, scalable solutions that support data centers, telecommunications providers, utilities, manufacturing, distribution, commercial facilities, and other mission-critical environments across America.

The Regional Service Manage
r will be responsible for managing technicians and possibly other positions who are critical to the operations and delivery of service. They manage the overall financial performance and customer service of the service regions. The Regional Service Manager reports to either an Operations Manager or to the Director of Operations for a geographical region.

• Communicate job expectations with Service Professionals and other personnel.
• Assign, schedule, prioritize repairs, monitor, appraise job results, and foster a spirit of cooperation and teamwork with technicians and other personnel.
• Recruit/Train/Develop/Coach staff to reduce customer down time and maintain high-quality Service Professionals.
• Develop a culture of safety that meets or exceeds the company’s high standards.
• Maintain a high standard of quality customer repairs and customer service.
• Initiate, coordinate, monitor and enforce systems, policies and procedures.
• Resolve personnel and service problems by analyzing data, investigating issues, identifying solutions, and recommending action.
• Answer questions and respond to requests timely for internal and external customers.
• Maintain safe, clean and organized work environment(s) by educating and directing personnel on the use of all control points, equipment and resources.
• Maintain professional and technical knowledge by attending educational workshops, reviewing professional publications, establishing personal networks, benchmarking state-of-the-art practices, and participating in professional societies.
• Develop thorough knowledge of the Company’s operating standards, policies, directives, and safety instructions pertaining to the assignment.
• Assist with monitoring technician WIP reports and ensure limited hours remain for EOM.
• Collaborate with regional sales leadership to coordinate activities between Sales and Operations teams.
• Work with regional leadership to manage and drive financial forecasting and results.
• Other duties as assigned by supervisor.

• A score card that reflects performance in areas such as safety, completion time for projects, customer satisfaction, and issue resolution.
• Management observation regarding attitude, diligence, team contributions, and willingness & ability to learn new skills and information.
• Growth of existing customer services utilized.
• Driving key business initiatives as the customer needs change.
• Other key metrics prescribed by Concentric leadership, resulting in positive customer and Company impact

Requirements

• Experience managing service personnel.
• Strong management and leadership skills.
• Excellent interpersonal skills and a collaborative management style.
• Excellent verbal, analytical, organizational, writing and presentation skills.
• Strong mechanical aptitude required, previous hands on mechanical repair and/or troubleshooting experience preferred.
• Proven ability to thrive in a fast paced, technology driven service environment.
• Ability to work with individuals from diverse backgrounds and with diverse needs and across…