District Service Manager - Brooklyn, NY

Department: Service - Service Management

Employment Type: Permanent - Full Time

Location: United States/Field based

Reporting To: Regional Service Vice President

Compensation: $80,000 - $100,000 / year

Description

ROLE PURPOSE

The District Service Manager, (DSM) is responsible for managing approximately 15 - 20 Field Service Technicians, (FST) within their assigned geography. The DSM is responsible for managing daily operations, as well as being a contact for customers and their service issues. The District Service Manager will assist in establishing and implementing short-and long-term plans to grow the field service business, maximize profitability, and provide world-class service to customers. Most Districts will include targets between $5-10 million in revenue.

The District Service Manager will help Glory deliver world-class Field Services by leading our technicians by managing their workload to ensure customer calls are completed in reasonable times, service level agreements are met, and customer satisfaction is high. This position will also focus on enabling employees to achieve success by partnering in their career development and job satisfaction.

The District Service Manager will report to the Regional Service Vice President. This person in this position will also work closely with sales account managers to create and support opportunities to sell new equipment and services and to deliver an exceptional level of customer satisfaction.

Location:

The ideal candidate will live or be willing to relocate to Brooklyn, Queens, New York City, or Long Island, NY.

PAY RANGE:

• Base Pay: $80,000 - $100,000 a year
• Actual pay will be adjusted based on job-related factors permitted by law, such as experience and training; education; geographic location; licensure and certifications; market factors; departmental budgets; and responsibility.

Key Responsibilities

• Responsible for creating an environment for the field technicians that is positive, motivating and an enjoyable place to work.
• Effectively monitors SLA achievement, weekly installations, Technician time off/on call status, delinquent account receivables, contract renewal status, and all special projects for the District on a weekly and monthly basis.
• Staff: Continually work to maintain full staffing levels of high quality field service technicians in region.
• Training and Development: Define and schedule training and development activities to ensure field service technicians learn and maintain required skills for success within the organization.
• Team Leadership: coach and counsel, train on customer skills, and evaluate the career goals of field service technicians; solicit input from RSVP on all personnel decisions related to Field Technicians before making final HR decisions (i.e. recruiting, hiring, performance reviews, compensation recommendations, terminations, etc.)
• Company Policy Management: Possess knowledge of and administer company policies and procedures; ensure team members follow procedures and schedules.
• Effectively monitors: technician productivity, overtime utilization, management dashboards, and parts usage to help reduce cost for the region.
• Customer Satisfaction and Retention: maintain a proactive retention plan and complaint action plan, meet or exceed all customer commitments, manage installations and training, and encourage proactive service call avoidance.
• Sales Support: work as a team to provide customer solutions, including pre-sales support, post-sales implementation support, and customer feedback communications.
• Financial Responsibilities: achieve projected revenues and margins, expense control, spare parts management, proper technician vehicle stock levels, workload balancing, contract service level delivery/achievement.
• Company Vehicle Program: ensure maintenance schedules are met, vehicle expenses are controlled and accident prevention programs are adhered to.
• Safety: Ensure that team members are adhering to safety guidelines, formal and informal safety messages are regularly communicated, proper reporting and assessment is made for any job site accidents (for and injury or property damage).
• On-Call and after hours support, as needed.

Required Education, Qualifications, Skills, and Competencies

REQUIRED EDUCATION AND QUALIFICATIONS

Education Level:

• Associate's degree preferred with 6+ years related experience

Qualifications:

• Three years of experience managing field service teams and front-line supervisor is preferred (management experience in electro-mechanical equipment services is a plus)
• Ability and willingness to travel in up to 50% (approximately 3 days per week) in designated region
• Must have a valid driver's license
• Must reside in the territory to effectively manage the team

REQUIRED SKILLS AND COMPETENCIES

• Strong leadership and decision-making skills.
• Strategic planning capability.
• Strong inter-personal, self-motivational, and negotiation skills.
• Excellent verbal and written communication skills.
• Basic understanding of technical documents.
• Ability to communicate across all levels, functions and regions.
• Commitment to customer satisfaction and retention.
• Previous background within cash handling equipment industry or financial industry preferred.
• Strong organization skills.
• A customer-oriented mind set and active commitment to customer retention.
• Ability to search for the most effective and efficient methods of operations.
• Personal ownership and accountability to service delivery and results.
• Communication and local enabling of corporate objectives and priorities.
• Ability to identify and execute around the key business drivers/key success factors for individual territories and regions.

Benefits

Glory is proud to share that our benefit package ranks in the top 25% across the country!
Benefits:
• 401(k) Retirement Plan with Fidelity - 2.5% Base contribution paid toward your retirement by Glory even if you do not participate. Plus, Glory matches 3% up to 6% of your contribution
• Health insurance - 3 medical plans to choose from. High, Medium and Low deductible through Blue Cross Blue Shield
• MDLive - 24/7 Virtual Doctor plus a Nurse Line
• Dental insurance
• Vision insurance
• FSA / Dependent Care
• Voluntary Life Insurance
• Basic Life insurance and AD&D - Company paid
• Short Term Disability / Long Term Disability / Employee Assistance Program - Company paid
• Paid Vacation - start with a prorated amount of hours your first year depending on start date. 80 vacation hours earning your first full year and vacation hours increase based on years of service
• Paid Sick days based on City/State requirements
• Paid Holidays - 9 to 11 days based on start date
• Professional development assistance
• Education assistance
• Adoption Assistance
• Legal and ID Theft plans
• Annual Bonus opportunity
• Opportunities for internal promotions/career advancement
• Company Vehicle/Insurance - this benefit only applies to certain positions

Disclaimer

The above statements are intended to describe the general nature and level of work being performed by people assigned to this position. They are not intended to be an exhaustive list of all responsibilities, duties and skills required of personnel so classified.

Physical Demands And Work Environment

Work is performed in a standard office environment. The noise level in the work environment is usually quiet. The employee must frequently lift and/or move up to 10 pounds. Specific vision abilities required by this job include close vision and ability to adjust focus. While performing the duties of this Job, the employee is regularly required to sit; use hands to finger, handle, feel, talk, or hear. The employee is frequently required to reach with hands and arms. The employee is occasionally required to walk. The ability to read, complete simple math calculations, and withstand moderate amounts of stress are important in achieving job objectives.