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Director of Service
FAAC Technologies
Job Summary
Location
Warrendale ,PA 15086
Job Type
Contract
Visa
Any Valid Visa
Salary
PayRate
Qualification
BCA
Experience
2Years - 10Years
Posted
19 Dec 2024
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Job Description
Key Responsibilities:
Team Management and Development
Manage, coach, and develop group of Regional Service Managers (RSM), Customer Service team (Call center reps and Customer Coordinators) and other assigned associates.
Build a strong culture of accountable and customer centric teams.
Provide leadership and guidance to the Customer Management level associates supporting their professional growth.
Implement new processes and procedures as part of continuous improvement as well as identifying new improvement opportunities aligned with AOP.
Manage associate recognition: Ensure regions, teams and associates are recognized for outstanding contributions.
Monitors and sets expectations for Customer Satisfaction Surveys
Weekly/monthly meetings with teams on performance and planning
Accountable for delivery of accurate van inventory counts from technicians through RSMs.
Other duties as assigned.
Financial Management
Monitor, review and analyze region/Area service profit and loss performance.
Monitor service delivery for annual service contract revenue for assigned Regions.
Direct RSMs on overtime, direct labor costs, T&M activities and inventories to meet goals of Field Service and Corporation.
A few KPIs will be OP/Margin, SLA attainment, Ticket backlog and Leadership and Talent management
Customer Service and Escalations
Participate with Area sales, service, systems and professional services groups to develop account strategies and action plans to contribute to the overall success of region performance goals.
Monitor, review and analyze regional customer satisfaction levels. Provide input for adjustments and/or improvements and assure compliance.
Interface with key National and Regional customers as needed for escalations and/or service-related meetings.
Responsible for compliance of policies and procedures that assure protection and control of all the corporate assets within the region.
Assure the achievement of the region's service business technical performance and quality goals.
Requirements:
Education/Travel
BA in Business Management preferred.
Travel up to 25% to attend customer meetings, tech town halls, direct report meetings etc.
Experience
10+ years of operations managerial experience and 15+ years of overall business experience.
8+ years of experience managing higher level managers and indirect reporting teams
Understanding of Profit and Loss financial sheet
Industry experience is essential.
Proven experience of change management within an organization.
Experience in building and maintaining a strong customer centric organization
Skills
Position requires a highly motivated individual with a solid performance history of demonstrated business acumen, leadership and management skills.
The individual should demonstrate and possess a good understanding and working knowledge of FAAC Parking Systems service solutions, as well as an understanding of sales business plans and operations.
Sound understanding of managerial accounting and financial reporting is required.
The individual must be a leader with the ability to communicate effectively (oral/written) and demonstrate good problem solving skills. The individual should possess the ability to satisfy customer requirements with appropriate resource management.
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