Position: Regional Service Manager
Salary Range: 100,000 - 120,000
Benefits: Health, Dental, Vision, Life, PTO, 401K with company match, Tuition Reimbursement, Career growth program and more
** Must Have CNC Experience**
Scope and Responsibilities:
Essential duties include, but are not limited to the following:
- Proactively attains a safe and healthy work environment for all employees in accordance with company and customer’s Health & Safety Policies
- Ensures service department operates in compliance with our Standard Operating Procedures
- Ensures customer satisfaction in all aspects of the service business
- Manage Call Center Customer Relationship skillsets through call monitoring and ongoing coaching to provide an outstanding customer service experience
- Develops and implements plans to ensure achievement of corporate performance metrics
- Responsible for associates mandatory training requirements and periodic renewals
- Maintains Skills Matrix and ensures associates are motivated and have development / training plans to ensure long term job satisfaction and development
- Manages service capacity and works with HR to identify potential personnel vacancies via Strategic Workforce Planning
- Leads regional recruitment opportunities (Job Fairs) and works with HR for support in providing a presence at such events
- Maximizes paid service revenue in region
- Manages efficient utilization of Distribution and Third-Party Service
- Oversees invoicing, work estimates and quotes to customers as required
- Reviews large project schedules for capacity and accuracy when required.
- Project Manages resolution on critical issues and major machine problems.
- Ensures maintenance of database of recurring complaints or problems with machines or with company, distribution, or contract personnel. Seeks solutions with team.
- Oversees / manages overtime, takes disciplinary action, as necessary.
- Establishes and controls budgets.
- Completes performance evaluations for direct reports. Reviews and approves performance evaluations of secondary reports.
- Manages equitable salary structure in department, addresses complaints and resolves inequalities
Education/Certification:
- Business Management or related degree
Experience:
- 8-10 Plus years’ related experience in manufacturing
- 3+ years of experience managing a team
Skills:
- Experienced leader with the ability to maintain a high-level overview of service operations
- Proven skills in team building, active listening, and delegation
- Has a vision of service excellence and can develop and execute plans to achieve it
- Proficient in communicating effectively at all levels, including through spoken, written, and formal presentations.
- Experience working in a Manufacturing Environment, CNC experience preferred
