OverviewThe Director of Regional Operations will oversee all Field Operations within assigned geographical region. Director will provide management and leadership for the admin/operations department including installation, service, field project management and inspections within the designated region. This role is open to a hybrid schedule.
Responsibilities - Assure customer Service requests, Inspections and Installations in a timely and professional manner and overall customer satisfaction goals are achieved or exceeded
- Support sales team by providing site surveys and assistance in system proposals to assure correct hours and equipment are quoted.
- Ensure installation and service quality standards are adhered to
- Ensure project profitability and review installation and service costs within region.
- Recruit, hire and train installation and service personnel
- Promote a positive and team orientated culture
- Mentor direct reports
- Oversee day to day activities of installation and service personnel
- Work with the Company Fleet Manager to ensure that company owned vehicles are meeting maintenance requirements to ensure the longevity and appearance of the company fleet
- Administer and follow Company safety policies as stated in the Company Safety Manual
- Oversee technical training, certification and licensing of Interface Technicians within region.
- Work with PMO to assure seamless completion of our national account installations and projects
- Work with Service Dispatch team on all service-related dispatching issues to assure prompt service to our customers.
- Assure customer escalations are addressed in a timely manner.
- Keep in regular contact with 20 largest regional customers to assure customer satisfaction.
- Ensure branch and Technician vehicle inventory is secure and managed per policies as outlined by Interface.
- Coordinate the use of sub-contractors if required.
- Work with procurement team to assure correct level of truck stock is maintained
- Manage the branch sales and service handoff process to ensure a smooth transition from the sales team to installation team, and from the installation team to the service department.
- Continually monitor costs through regular review of overtime, supply costs and "office time".
- Prepare reports for management, customer or others as required.
Qualifications - High School Diploma or GED; College education preferred
- Excellent oral and written communication skills
- Strong time management skills and ability to prioritize tasks most important to the business
- Computer proficiency including Microsoft Office Suite
- 5+ year's experience managing technical field operations personnel
- Understanding of profit/loss financial statements and how your team's performance affects them
- Ability to write reports, business correspondence and employee performance reviews
- Ability to work with variety of departments including IT, Finance, Supply Chain, Human Resources, Sales and Marketing in order to carry out the needs of the business
- Strategic planning to plan for the future and to avoid potential risk
- Strong problem avoidance and solving skills
- Schedule flexibility and willingness to travel overnight if required
Ideal candidate will be based in St. Louis, MO; Los Angeles, CA; or within the Western Region of the United States.
