Territory Manager, Field Service Operations

Position Summary

When you join our Field Operations Team, no day will be the same. If you are a keen multitasker who wants to lead from the front, then this is the role for you! In this dynamic and fast-paced role, you will be tasked with managing, developing and further building a high-performance team of our Customer Engineers.

Supporting our Field Operations Manager, you will manage the daily operations of your team including scheduling workload, tools allocation, customer priorities, solve technical problems and training of your Customer Engineers

Key Areas of Responsibility

• Position provides management and coaching support to employees in a designated territory in order to meet customer Service Level Agreements (SLAs); Manages all territory activities to ensure delivery of on-site support services by promoting and improving customer and employee satisfaction.
• Position is responsible for developing employees, promoting teamwork, and fostering open and effective communications.
• Actively pursues revenue opportunities while effectively controlling expenses and assigned assets.
• Maintains the existing maintenance base while promoting and pursuing additional contract maintenance, ancillary sales and other revenue-producing opportunities.
• Responsible for working effectively with other organizations and individuals; Developing and maintaining working relations with key customers in designated territory.
• Advise customers about service and service delivery, including maintenance agreements and SLAs; Respond to customer opportunities, issues and complaints in a timely manner; Develop relationships and interact with internal customers (Service Account Managers and Analysts, Customer Advocates, Service Implementation Managers, FSC Service Coordinators, etc.).
• Monitor SLA performance against target for territory; Perform root-cause analysis and preventive measures for repeated escalations; Analyze issues for missed targets and implement corrective actions.
• Solve escalations due to resource problems (e.g., disciplinary and soft-skills issues) in collaboration with the FSC Service Coordinator.
• Ensure an environment that promotes effective communications, positive employee relations and teamwork; Motivate, empower, develop and, as appropriate, recognize and reward individual and team achievements.
• Conduct hiring activities, which includes headcount approval, job posting, interviewing, selection, and on-boarding activities; Monitor performance improvement issues and provide appropriate coaching and counseling.
• Execute the performance management process, which includes objective setting, development planning and quarterly/annual performance reviews; Conduct individual and team meetings on a regular basis.
• Balance tiered workforce in order to successfully deliver service to customers.
• Plan and manage vacation and training schedules effectively to meet daily availability goals.
• Promote and manage time-and-material (T&M) activities; Manage expenses effectively (overtime, parts, and assets).
• Be responsible for physical assets including tools, test equipment, vehicles, etc. and service parts, both assigned (PPK) and loaned (issued on a work order); Manage parts usage and service parts returns including surplus stock, loaned parts and PPK adjustments; Contribute to the review and revision of appropriate parts inventory levels.
• Maintain existing maintenance bases while promoting and pursuing additional contract maintenance, ancillary sales and other revenue-producing opportunities.
• Conduct on-going, open communications with assigned FSC Service Coordinator on a daily basis; Support the FSC Service Coordinator in managing SLA performance; Consult with the FSC Service Coordinator on service delivery escalation, both proactive and reactive; Meet regularly with the FSC Service Coordinator to review and improve SLA performance and CE utilization; Consult with the FSC Service Coordinator on the best of use of resources from the territory.
   

Basic Qualification and Experience:

• Bachelor’s Degree in Hardware Engineering or related discipline
• Five (5+) years of related experience in field support operations.
• Previous supervision of 20+ employees.
• Prior work experience on any electromechanical device
• Ability to travel as needed based on business needs.
• Ability to manage a changing environment; Ability to quickly assess situations and make appropriate decisions to meet competing demands
• Remain as up-to-date as possible on industry products and trends
• Perform rotational on-call duties as required
• Ability to manage daily communication such as e-mail and voice mail and respond in an appropriate timeframe

PREFERRED QUALIFICATIONS:

Previous experience as a group, team, or project leader; other supervisory/leadership capacity in technical services or support is preferred.

Note: Australian citizens and PR Holders only.