Overview

The Regional Service Manager will supervise a team of GSP Service Engineers to provide chargeable services for the territories supported by the USA service team, whilst assisting each SBU achieve their objectives.

Responsibilities

• Providing services to customers, distributors, SBUs, and escalations for International Regions
• Supervise the GSP Contact Center in the US in support of the Americas.
• Ensuring that the GSP center is staffed and trained appropriately to manage active contracts and achieve phone answering goals, improving both call answer times and Customer Satisfaction.
• Measuring Service Engineers’ performance based on utilization and quality of deliverables.
• Managing escalations to Product Management in a timely manner.
• Work with each of Rain Bird’s key SBU’s to achieve agreed objectives.
• Take Customer phone calls and provide remote support, as required.
• Assist with CirrusPRO mapping, database builds and remote installations, as required.
• Prepare and report on metrics at the Quality Council.
• Leading the conversion of customers to our newest software and hardware solutions
• Developing infrastructure to improve customer satisfaction, including Order Management and implementation of a Service CRM.
• Leading the development of standardized processes and adoption
• All other functions typical of a service manager.

Qualifications

MINIMUM QUALIFICATIONS:

• Bachelor’s degree in engineering, Science, Business or a related field.
• 5 years of management experience in a service or engineering environment.
• Experience in providing or managing services.
• Experience successfully driving a P&L.
• Excellent communication and interpersonal skills.
• Willingness to travel up to 25% on an as needed basis.
• Proven ability to lead, influence and manage multiple projects.
• Proven ability to implement change.

DESIRED QUALIFICATIONS:

• Strong background in irrigation practices
• Fluency in Spanish or other foreign language(s)
• Thorough knowledge of Rain Bird Central Control products
• Post graduate degree in Engineering or Business

Rain Bird is an Equal Opportunity Employer