Job Description:

Description

Job Summary

- The Regional Manager for Services will be central in delivering a positive Customer experience within their assigned territory. This will include oversight of in-region field service technicians and dedicated onsite staff, coordination and escalation management in partnership with company's Global Help Desk, and consideration of third-party contractors. In complement to managing and liaising with these resources, the Regional Manager for Services will build relationships with local Customers and with in-region stakeholders of Enterprise Customers.

In addition to these Service Delivery elements, the Regional Service Manager will also be accountable for the P&L performance of their respective region's Service divisions. The role will also be responsible for fostering positive working relationships with other Regional and Corporate Operations teams.
Essential Duties and Responsibilities

- Manages and coordinates the activities of a team of field service representatives with full responsibility for operational results, service delivery costs, methods, and associate proficiency and skills

- Implements operational objectives and assignments. Develops short-term field service tactical plans and execution

- Ensures implementation of organizational policies and procedures and the appropriate utilization of company assets

- Accountable for responsive, quality on-site service to customers in assigned district

- Ensures customer satisfaction and quality of delivered services

- Accountable for service inventory management, levels and utilization within the district

- Reviews and analyzes district operation and performance, on a regular basis and institutes changes to ensure productivity and cost controls are maximized

- Conducts frequent field visits to monitor completion and coordination of scheduled service activities and to evaluate field service associates performance, customer management/service skills, and technical proficiency

- Provides mentorship, guidance and training to direct reports through frequent visits, ride along and in-person observation.

- Identifies training requirements and recommends classes, seminars, and internal training as needed

- Actively participates in the development of service technical training class schedules and effectiveness of the classes

- Makes presentations at Area and Service Leadership meetings on specified topics of importance to service efforts

- Provides inputs and monitors operating budgets for capital expenditures, operating supplies, and labor an ensures adequate resources are provided

- Coordinates efforts with and collaborates in the management of customer accounts with Local Sales & Services representatives, to ensure the highest levels of customer satisfaction

- Actively participates on assigned projects, communicates project status, progress, problems, and procedures to the Area service manager

- Ensures Environmental, Health and Safety (EH&S) training through facilitation and the development and implementation of safety awareness programs

- Ensures EH&S policies and procedures are followed through education and training. Discusses and documents pertinent EH&S topics at staff meetings. Participates in EH&S programs

- Carries out Human Resource management responsibilities including hires, job assignments, termination and promotion recommendations, transfers, salary actions and the development and delivery of performance reviews

- Exercises responsibility for Associate training, development, performance management, and motivation of supervised associates

- Implements the Company's Affirmative Action Plan as it applies to the function supervised

- Monitors conduct and relationships among the Associates supervised to prevent discriminatory acts or comments

- Travel to various job sites required

Other duties assigned as needed
Skills and Abilities

- Ability to manage and direct projects to completion

- Ability to formulate a sound business plan to reach targeted revenue and net profit goals

- Ability to utilize local market strategy in accordance with company direction

- Experience with budget preparation, fiscal management, and cash management

- Ability to analyze and interpret financial data and prepare reports

- Ability to lead with confidence and create alignment among management and attract and develop staff

- Ability to direct a team towards a cohesive set of strategic objectives and maintain efficient timelines in the completion of tasks

- Ability to understand and leverage existing Company systems to provide solutions to the business and recommend new systems when required

- Proven ability to significantly contribute toward or lead operation initiatives with a results oriented approach

- Demonstrated leadership and management skills in a team-oriented, collaborative environment

- Exceptional strategic thinking and structured problem solving skills

- Excellent communication and interpersonal skills, both verbal and written

- Proficiency in various business productivity systems

- Ability to balance multiple tasks with changing priorities

- Ability to negotiate conflict and maintain constructive working relationships with people at all levels of the organization

- Self-starter capable of working independently and ensuring to meet deadlines

- Excellent communication and interpersonal skills, both verbal and written

- Valid Driver's License and a Motor Vehicle Record that meets AVI-SPL driving standards

Education and/or Experience

- Bachelor's Degree in Business, or related field required (MBA or Master's Degree is preferred)

- Six Sigma Black Belt or Green Belt, Continuous Improvement a plus

- ITIL Foundations certification a plus

- PMP certification preferred

- Familiarity with Salesforce.com, Service Max, and Interactive Intelligence preferred

- Minimum 8 -10 years' management experience managing a diverse operation with multiple business units preferably in the Audio Visual or Construction industry

- Demonstrated knowledge and experience with construction or project management theory and practices preferred

- Familiarity with AV or other electro - mechanical systems a plus

- Extensive experience developing and implementing business processes and streamlining operations

- Experience with planning, implementing and managing the activities of an installation workforce through recruiting, training, scheduling and best practices techniques

- Experience in business/strategic planning and execution, including diligence, acquisition and integration a plus

Working Environment
The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. This job operates in a professional office environment. This role uses standard office equipment such as computers, phones, photocopiers, filing cabinets and fax machines. The work environment is generally moderate in noise (inter-office conversations and computers/printers).

Physical Requirements
The physical demands of this position are those that are necessary to meet the responsibilities and essential functions of this position. Reasonable accommodations may be made to enable qualified individuals with disabilities to perform the essential functions.

- This position regularly requires employees to sit, walk, and stand; talk or hear, both in person and by telephone; use hands repetitively to finger, handle, feel or operate standard office equipment

Direct Reports

- This position can have up to 10 - 15 direct reports

AVI-SPL is an Equal Opportunity/Affirmative Action Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex,

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