District Service Manager - Montréal, Canada - Glory Global Solutions

Glory Global Solutions
Glory Global Solutions
Verified Company
Montréal, Canada

2 weeks ago

Sophia Lee

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Sophia Lee

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Description

COMPANY OVERVIEW


As a global leader in cash technology solutions, we provide the financial, retail, cash center and gaming industries with confidence that their cash is protected and always working to help build a stronger business.


Our cash automation technologies and process engineering services help businesses in more than 100 countries optimize the handling, movement and management of cash.

While we span the globe, we personally engage with each customer to address their unique challenges and goals; enhancing staff efficiency, reducing operating costs and enabling a more rewarding customer experience.

We offer peace of mind. We enable transformation. We generate options. We empower people.

We do all this by releasing companies from the burden of cash management, putting cash to work, and helping customers enhance the value that their staff and facilities add to their business_.

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ROLE PURPOSE
The District Service Manager, (DSM) is responsible for managing approximately 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.


MAIN 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 presales support, postsales 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).

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 frontline supervisor is preferred (management experience in electromechanical 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

REQUIRED SKILLS AND COMPETENCIES

  • Strong leadership a
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