Scantron Technology Solutions (STS) is a leading managed services provider of IT, print, and hardware services, with a security focus at the core of every service. STS provides nationwide, on-site service to businesses of every size, focusing on the financial, manufacturing, transportation, and healthcare industries. For over four decades, the STS brand has been recognized as the trusted source for technology services and managed print solutions.

Why Scantron?

• Focused on professional growth (education, training, and advancement)
• Expansive benefit options (medical, dental, vision, tuition reimbursement, etc.)
• Great culture (actively supports community involvement, well-being program, employee referral program, etc.)

Position Summary

Our Regional Service Manager proactively manage the regional field service resources resulting in responsive customer service and optimum corporate contribution. Directs and coordinates all Field Service activities with the Region.

Essential Responsibilities

• Direct responsibility for the entire regional field service organization. This includes communications with the Field Service Technician, Customers and Dealers, as well periodic travel to the field to ensure quality service standards are upheld. Responsible for daily field operations, which includes ensuring contractual obligations are being met (Preventative Maintenance routines, call-backs, response time) and the highest customer service is being provided
• Supervisory Responsibilities: Manages 17 - 25 remote Field Service Technicians
• Regional service staffing and manpower utilization, which includes proactively adjusting territories and personnel to achieve highest quality of service to our customers
• Manage annual budget for the assigned region, which includes payroll, parts, travel, space leasing and other costs of doing business
• Determine training itinerary for entry-level technicians in region, and schedule training with Training Manager. Evaluate the level of expertise of technicians in the field to determine what, if any, additional training is needed, and scheduling this training with the Training Manager
• Conduct accurate performance reviews, formally as determined by the technicians review date, and informally, as determined by performance. Documentation of any corrective action taken with technicians in the region, and coaching these employees so that they are able to succeed in their position
• Maintain a management style that has a positive impact on employees, Field Service Technician, and managers
• Strive for constant self-improvement, be it through educational development, analysis of the competition, or other means of improvement
• Selects and makes hiring decisions
• Addresses and resolves customer complaints

Requirements

• Bachelors degree (B. A.) from four-year college or university; or 5 -7 years related experience and/or training; or equivalent combination of education and experience
• 5 - 7 years related experience
• 3 - 5 years Supervisory experience
• Service Now experience
• Demonstrates leadership abilities

Preferred Skills/Experience

• Outstanding verbal and written communication skills
• Problem solving ability to handle pressure situations and multitask
• Ability to work well in flexible, dynamic work environment