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Cincinnati, Ohio Britech Group, Inc.
The Regional Field Service Manager role provides leadership, performance management, coaching, and mentoring of the Field Service Team. Working with the Director of Service, Regional Sales Managers, Application Managers, Dispatch Team and other Field Regional Service Managers, heshe will manage a high-performance team that provides best in class technical service support for our customers. HeShe will support the achievement of the Americas Sales Unitrsquos annual service and margin objectives while ensuring an optimized customer experience that not only meets our customer needs, but exceeds their expectations. Oversees service, repair andor installation of products or IT solutions for customers, including electrical and mechanical testing, in accordance with maintenance contracts. Diagnoses system failures and determines most cost-effective solution. Escalates complex issues to greater level of technical support or quality reporting system. Create estimates andor develop new customer serviceproduct agreements. Responds to customer support calls within an assigned territory. Major Responsibilities Work collaboratively with regional sales and applications manager counterparts to support sales opportunitiesgrowth and maintain customer satisfaction. Manage and prioritize customer escalations to ensure customer satisfaction and maintain regulatory compliance. Travel with Field Service teams, providing individual coaching and professional development to each member of the team. Conduct mid-year and annual performance evaluations as well as regular development plan reviews for each Field Service team member. Recruit, develop, mentor and end ensure proper training of Field Service teams with clearly communicated technical and overall performance standards. Participate in the planning and coordination of Service Meetings. Attend and participate in quarterly andor Area Sales Meetings as requested. Actively pursue customer feedback and conduct formal quality audits of assigned territory to ensure customer satisfaction and consistent high-quality service support. Maintain intimate knowledge of contractual obligations to Customers, Dealers and Authorized Third Party service organizations within the assigned area in order to properly respond and fulfill the obligations of the agreements. Achieve monthly, quarterly, annual service revenue goals including strategic product mix service goals for the assigned territory. Recommend purchases and or allocations of spare parts inventory, supplies, etc. for the assigned area and maintainreconcile these items to meet or exceed contractual commitments and customer expectations. Manage the submission of administrative responsibilities for direct reports and self to provide and accuratetimely report of revenue, expenses and issues in the assigned area. Participate in national and local trade shows, interacting with customers and promoting our Service offerings. Represent the company in a professional manner to instill confidence within current and prospective customers of our products. Participate in the building of the FSE incentive plans Required Education, Experience, Skills Education High school diploma required Professional Experience Minimum of 3 years of service industry experience with Associates degree (or equivalent). Prior field service management experience required. Desired Education, Experience, Skills Education Bachelorrsquos Degree Professional Experience 7+ years of industry experience 3+ years of field service management experience Travel 70 - 90 Territory covers most mid Atlantic states. Frequent overnight travel, often with short notice. Occasional international travel may be required. Must Possess a valid Driverrsquos license and meet fleet eligibility requirements Language English CompetenciesBehaviors Time management and productivity efficiency with service call management and handling Professional with strong technical acumen ndash analytical with the ability to understand complex system operation and troubleshooting Strong communication skills - uncovering root cause of customer frustration and understanding customer needs The position has a high-impact contribution to the companyrsquos success by providing industry leading service to our customer base Performance Management ndash coach, mentor,develop Product and associated laboratory process knowledge Building and nurturing internal and external customer relationships Visual daily management "We Engineer your success" Britech Group, Inc is a Technology Staffing Company who are experts in integrating exceptional people with top companies. Additional Job Openings-