Service Manager

Have you ever used a self‑checkout in the grocery you frequent? Played the slots at a Las Vegas Casino? Maybe you grabbed a drink from a vending machine or paid to park your car? If you’ve answered with a resounding “YES”, then you’ve done so with the aid of one of the 10 million devices installed by Crane Payment Innovations (CPI).

We make the technology that powers your everyday life, enabling more than 4 billion transactions every week in more than 143 currencies worldwide. From cash and coins to cards and mobile, we keep the world of payments moving with smart validation devices and business management software. Headquartered in Malvern, PA, CPI is supported by: >2,500 global associates, 7 manufacturing sites, 12 corporate offices and 30 service branches.

As the Service Manager at CPI, you will play a pivotal role in ensuring the satisfaction of both traditional Cummins Allison and CPI customers. Your primary focus will be on delivering a superior customer experience by championing a customer‑centric approach and working closely with the support and sales teams to ensure timely and effective service for our diverse customer base.
The Service Manager will manage Field Service Technicians and cover the states of Arizona, New Mexico, and El Paso, TX. You will lead the recruitment, development, and management of service technicians, fostering a culture of excellence and continuous improvement within an assigned territory. In addition, you will keep a watchful eye on key performance metrics and lead efforts to improve service processes, while also resolving service escalations with a focus on long‑term solutions and preventive measures.

Your forward‑thinking mindset will drive innovation and operational efficiency through the implementation of high‑quality service delivery using emerging technologies and best practices, ensuring that our service operations remain on the cutting edge of the industry.

Customer Satisfaction and Service Excellence:

• Foster a customer‑centric approach to ensure exceptional customer satisfaction for both Cummins Allison and CPI customers.
• Collaborate closely with the support and sales teams to provide timely and effective service to meet customer needs and to drive growth of our product and service offerings.
• Monitor daily activities and improve key performance metrics, such as Response Time, Bounce Rate, Technician Utilization, Customer Satisfaction, and SLA attainment to enhance service quality and ensure timely completion of work orders.

Technician Management and Development:

• Lead the recruitment, hiring, and management of service technicians for both Cummins Allison and CPI products.
• Implement a forward‑looking training and development program to enhance technician skills and keep them at the forefront of industry trends.
• Continuously mentor and support technicians by building strong succession plans and career paths that support long‑term growth and engagement.
• Ensure compliance with safety, quality and regulatory standards across all service operations.

Service Process Enhancement:

• Spearhead efforts to improve service processes and procedures, ensuring a smoother customer experience for both Cummins Allison and CPI customers.
• Drive innovation and efficiency through the implementation of emerging technologies and service best practices.
• Proactively identify opportunities for improvement by identifying gaps and initiating change based on industry trends to maintain a cutting‑edge service operation.

Maintain budgets, forecasts, and cost control for field service operations while ensuring optimized staffing and workforce planning.

Service Escalation Resolution:

• Take ownership of service escalation resolution for both Cummins Allison and CPI customers, focusing on long‑term solutions and preventive measures.
• Collaborate with cross‑functional teams to address customer concerns swiftly and effectively.
• Ensure that the reputation of Cummins Allison as a trusted provider of cash, coin, and check processing solutions is upheld.

• Bachelor’s degree in a related field.
• 3‑5 years of experience in service management or supervisory roles,…