BlueCrest

Area Service Manager

BlueCrest • $75K — $95K *
Phoenix, AZ 85032In-Person
Technical Services
Less than 5 years of experience
1 month ago
Job Overview by Ladders

Qualifications

  • 5+ years of customer-facing service management experience in a technical field
  • Proven leadership skills overseeing a large team of service technicians or engineers
  • Electro-mechanical expertise, preferably in mail or print technology
  • Strong financial acumen with experience in cost control and P&L management
  • Excellent communication and interpersonal skills for client and team interactions

Responsibilities

  • Serve as the main service point of contact for clients across the region
  • Ensure service performance aligns with customer expectations and SLAs
  • Conduct regular reviews and meetings with clients to maintain service quality
  • Oversee the training and development of service staff to boost team performance
  • Drive continuous improvement initiatives within the service team
  • Manage inventory and ensure efficient operational processes are in place
  • Ensure compliance with health and safety standards as well as company policies

Benefits

  • Opportunities for professional development and career advancement
  • Dynamic work environment focused on team collaboration
  • Access to continuous improvement training and methodologies
  • Supportive leadership prioritizing employee engagement and retention
Full Job Description
POSITION SUMMARY
  • The Service Manager is responsible for the customer-facing service organization and the delivery of customer service for dedicated on-site locations and field service in their region.
  • This position is responsible for the direct supervision of their service team within the US Services organization, supporting operational, financial, and performance management of service technicians; adherence to technical standards and operational procedures and ensuring high levels of customer satisfaction.

CORE POSITION RESPONSIBILITIES AND EXPECTATIONS

Customer Relationship Management
  • Primary BlueCrest Service contact to our customer base.
  • Ensure that service expectations and commitments are met so that employee and client satisfaction is maximized.
  • Support and conduct regular client meetings.
  • Understand clients' production schedules.and ensure that optimal service support is delivered enabling customers to meet their commitments.

Operational Management
  • Support the delivery of Client contracted SLA's, delivering superior client experience and satisfaction.
  • Ensure the upkeep of site-specific information such as maintenance records, service work orders, etc.
  • Planning of preventative maintenance for all covered systems, in line with BlueCrest best practices, ensuring that PMs are scheduled with customers in advance at the required intervals.
  • Control and accountability of inventory on-site and maximize efficiency of BlueCrest systems.
  • Support or conduct operational review meetings with customers, documented action items, and follow up in a timely manner.
  • Support Service VP and the Service Organization on projects as needed.
  • Drive escalations when needed to ensure essential resources are devoted to critical issues and equipment downtime is minimized.
  • Ensure that company policies and procedures are followed and communicated effectively.
  • Identify any new requirements or additional services that will improve overall client productivity and performance.
  • Ensure full compliance with all aspects of BlueCrest Quality Management System.
  • Ensure documented operating quality procedures are in place and updated regularly.
  • Drive continuous improvement initiatives and activities and support such activities as defined by the Service VP.
  • Ensure that the BlueCrest Health and Safety Policy is applied in all instances and that all essential procedures are in place to cover the Health and Safety legal liabilities.
  • Accountability for service region P&L, including generating chargeable revenue and control of costs.


People Management
  • Operational management of a team of employees, providing motivation, highlighting training and development, coaching and counselling to deliver high levels of employee satisfaction and performance.
  • Manage the contractual coverage required on designated sites to ensure that shifts are covered and manned including holiday planning and absence coverage (if contracted).
  • Deliver strong employee engagement and motivation through regular communication, employee development plans and interaction with the service team resulting in high employee retention and performance.
  • Oversee the recruitment and management of all staff. Responsible for the identification and development of high potential staff as well as managing effective succession planning for key positions. Responsible for resource planning, absenteeism and performance management.
  • Ensure that current HR policies and procedures are always applied effectively.
  • Collaborate with other service managers to ensure customer needs are met across service regions.
  • Any other duties reasonably required of the position


KEY RELATIONSHIPS

Reports to Position Title: VP of Service - West Division.

Scope of Responsibility:
  • Operational management responsibility for the region and its team of technicians
  • Main Service point of contact for customers
  • Regional travel to customer locations as required by business need
  • Involvement in cross function project teams as required


Essential, Must-Have Qualifications
  • Electro-mechanical experience
  • Excellent written and verbal communication skills.
  • Ability to work under demanding and restricted timelines.
  • Ability to work independently with minimum supervision.
  • Soft skills including effective listening, problem solving, presentation, and facilitation.
  • Customer-facing, service management experience responsible for large team of service technicians and/or engineers.


Highly Desirable, Strongly Preferred Qualifications
  • Financial awareness and cost control management
  • Electro-mechanical experience in mail or print technology
  • Demonstrable client experience enhancement
  • Awareness of Continuous Improvement methodologies
  • BA or BS degree in technical field or business administration
  • MBA in business administration

About BlueCrest

BlueCrest is a global financial services company that specializes in hedge fund management and investment services. The company was founded in 2000 by Michael Platt and is headquartered in London, England. BlueCrest manages a range of hedge funds and other investment vehicles, and has offices in several countries, including the United States, Switzerland, and Singapore. The company has been recognized for its strong performance and innovative investment strategies, and has won several industry awards. BlueCrest is committed to responsible and sustainable business practices, and has implemented a number of initiatives to reduce its environmental impact.
Learn more about BlueCrest
Size
3,000 employees
Industry
Finance & Insurance
* Ladders Estimates

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