Regional Service Manager

Position Overview:

The Regional Service Manager (RSM) is responsible for overseeing and managing all site and service personnel in their service region. This includes directing, managing and coaching staff to ensure high quality performance. This individual is responsible for ensuring the highest standards of customer satisfaction are maintained by meeting all contracted SLAs (Service Level Agreement). The RSM serves as the liaison between the customer and senior level management. The district service manager must implement corrective measures when necessary to ensure maximum results are achieved. 

Essential Job Functions:

• Primary responsibility is to oversee and manage all Site and Service personnel in the service region. This includes directing, managing, and coaching staff to ensure high quality performance.
• Ensure the highest standards of customer satisfaction are maintained, including meeting all contracted SLA’s.   Interact with customers to ensure continuous service improvement by going beyond simply meeting customer expectations, expected to develop and nurture relationships with customers to exceed our customers’ expectations.
• Provide strong, dynamic leadership that mentors, develops and guides site supervisors and service personnel to support the customer more effectively.
• Ensure technical issues are addressed and that the proper escalation procedures are being followed through until the issue is resolved. Make sure all escalated technical issues are reported timely to the appropriate people, include Böwe Augsburg
• Manage KPI’s and metrics to measure site performance for all sites within the service region.
• Provide weekly written feedback about site performance and site issues and maintain site performance reporting. Communicate product feedback, customer suggestions, needs and wishes to appropriate individuals including those in the Factory
• Work with Site Managers and Director of Technical Support to develop training curriculums and knowledge transfer programs for all service personnel.
• Oversee service personnel to ensure efficient operations and that all product failures are identified, analyzed, and repaired, that proper inventory values are maintained and managed and that the proper preventative maintenance on equipment is met per contracted agreement.
• Responsible for following the company’s procedures for hiring and terminating of service personnel. Hiring the most capable and qualified individuals to ensure the site(s) is managed efficiently and effectively. Managing underperformers, taking corrective measures, and terminating when necessary.
• Other items / duties to jointly be developed as the need arises
• Adhere to all of customer’s policies and procedures, including their safety protocols, employee conduct, confidentiality requirements, etc.

Qualifications or Skills Required: 

• 5 years of management experience managing maintenance of a high tech, electro-mechanical product with strong preference given to the print/mail industry
• Must have extensive experience with Böwe products or equivalent 
• Experience working in a Mailroom environment 
• Possess strong electromechanical skills and problem solving/troubleshooting abilities
• Associates degree/Technical school degree (or equivalent)
• Demonstrate ability to meet SLAs in a multi-shift environment
• Must have strong leadership skills and track record of motivating employees
• Proficiency in computers and applications software
• High degree of customer care skills
• Ability to thrive under pressure