Director of Service

job
  • 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
Share
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.
Other Smiliar Jobs
 
  • Warrendale, PA
  • 2 Days ago
  • Paulsboro, NJ
  • 2 Days ago
  • Hull, TX
  • 2 Days ago
  • New York, NY
  • 2 Days ago
  • Lakeside, CA
  • 2 Days ago
  • Staten Island, NY
  • 2 Days ago
  • New York, NY
  • 2 Days ago
  • New York, NY
  • 2 Days ago
  • Austin, TX
  • 2 Days ago
  • Charlotte, NC
  • 2 Days ago
  • Malvern, PA
  • 2 Days ago
  • San Francisco, CA
  • 2 Days ago
  • Chicago, IL
  • 2 Days ago