BA or BS in Business Management or Engineering preferred; military training also valued.
5+ years in critical power/cooling field service, with 2+ years in a leadership role.
Confident management style with strong written and verbal communication skills.
Proven ability to prioritize and manage multiple projects simultaneously.
Independent decision-maker with sound judgment.
Skilled in relationship-building and team collaboration.
Strong work ethic and commitment to achieving success.
Proficient in MS Office applications.
Responsibilities
Directly manage Field Service Managers across a defined geographic service region, including P&L oversight.
Provide escalation support for technical and commercial issues as they arise.
Spend 50% of time in the field collaborating with managers, customers, and sales personnel.
Conduct monthly and quarterly reviews of financial and operational objectives, sharing insights with all districts.
Perform quarterly safety audits and ensure compliance with safety policies across all districts.
Act as a liaison with Scheduling, Logistics, Technical Support, Engineering, and Sales teams.
Develop and maintain relationships with Strategic and Key Account customers through regular communication and visits.
Ensure training and qualification plans are executed in collaboration with Field Service Managers and Corporate Training.
Mentor Field Service Managers to support their career growth and ensure compliance with company policies.
Drive KPIs to enhance service delivery and identify areas for improvement.
Benefits
Comprehensive training and development programs.
Opportunities for career advancement and mentorship.
Supportive work environment focused on safety and employee engagement.
Access to a network of resources across various departments.
Engagement with key customers and strategic accounts.
Full Job Description
Job Summary
The Regional Service Director (RSD) is a fundamental contributor to the U.S. Service Operations (USSO) service delivery concept. The RSD oversees and directs district operations of the assigned service region. They are responsible for direct oversight of the Field Service Manager's (FSM's) within the region. The RSD is the primary point of escalation for our front-line managers. They prioritize and bring attention to needs of the region as required. The goal of USSO is to construct a Service organization that reflects the specific local needs of our customers and market and executes safely, while retaining a consistent global level of service delivery. The primary role of the RSD is ensuring this occurs within all districts of the region, while following our corporate initiatives and policies.
Long-term resource planning and short-term problem-solving creates challenges that require experience, fast-paced decision-making, dedication, and imagination. The principle goals for the RSD are: 1) provide safe work environments while ensuring all safety related training and audits are performed, 2) manage productivity levels of field service operations, 3) forecast and adjust regional headcount as necessary to support the business needs, 4) control and reduce operating costs, 5) exceed financial gross margin and top line objectives, 6) improve customer satisfaction and employee engagement through direct engagement on issues and initiatives. Key performance indicators (KPIs) will be created to address each of these goals.
Responsibilities
Direct management responsibility of Field Service Managers within a service region defined by a geographic area. This includes P&L review and management.
Escalation support and management when technical or commercial issues arise.
Oversight of field operations between SE and our customers to ensure efficient and effective implementation of the operational expectations of US Service Operations. The RSD is expected to spend 50% of their time in the field working with managers, FSRs, customers, vendors, and sales personnel.
Monthly and quarterly review of financial and operational objectives and dissemination of the same to all districts.
Conduct quarterly FSR site safety audits, participate in incident reviews, and ensure all assigned districts in compliance with safety policies and procedures.
Serve as liaison with Scheduling teams, Logistics, Technical Support, Engineering, and Sales groups within the assigned region.
Act as the escalation Service contact for SE's Strategic and Key Account customers. This includes actively developing open business relationships through regular communications and visits.
Ensure regional training and qualification plans are prepared and executed based on product install base and in collaboration with the FSM, and Corporate Training.
Ensure FSM's are administering all Schneider Electric policies correctly and equally.
Mentor FSM's to grow and develop them and support their personal career goals while ensuring the same is occurring at all levels in the region.
Ensure districts are complying with all administration processes and field service reporting requirements. Drive growth in the FSR Sales Lead process through training and oversight of the FSM's.
Drive KPIs to maximize Service goals, and then use the KPIs to identify weaknesses and make corrections in order to enhance Service delivery.
Other duties may be assigned as necessary. Management reserves the right to modify or rescind any outlined work assignments.
Experience with com and contract management databases considered a plus.
Qualifications
BA or BS in Business Management or Engineering is desirable. Training during military service is also considered desirable.
Minimum five (5) years experience in critical power and/or cooling-related field service activities with a minimum of two (2) years serving in a team lead role.
Strong and confident management style with solid written and verbal skills.
Ability to prioritize and manage multiple projects simultaneously.
Ability to act independently, while exercising good judgment.
Ability to build relationships and teams, and maintain useful interaction with all involved parties.
Strong work ethic and commitment to success.
Competency with MS Office.
About Schneider Electric
Schneider Electric is a multinational corporation that specializes in energy management and automation solutions. The company was founded in 1836 and is headquartered in Rueil-Malmaison, France. Schneider Electric offers a wide range of products and services including electrical distribution, automation and control, and energy management. The company operates in over 100 countries and has a strong presence in the industrial and commercial sectors. Schneider Electric is committed to sustainability and has set ambitious targets to reduce its environmental impact. The company has received numerous awards for its sustainability efforts and is recognized as a leader in the industry.
