Regional Service Operations Manager

3 weeks ago

Widnes, Halton, United Kingdom Intertape Polymer Group (IPG) Full time

Position Overview

Title: Regional Service Operations Manager

Department: Field Service

Immediate Supervisor: Vice President of Global Field Service Operations

Status: Exempt

Position Objective: Enhance and expand the field service division by ensuring exceptional customer satisfaction both internally and externally while achieving corporate goals.


Key Responsibilities

  1. Establish and oversee a field service division to support an installed base of Intertape Polymer Group (IPG) packaging machinery.
  2. Provide comprehensive leadership to the field service team, including recruitment, performance evaluation, capacity planning, training, and scheduling.
  3. Collaborate with team members to meet departmental objectives, communicate business updates, engage in applicable feedback, and promote personnel development. Assess and recommend staffing requirements.
  4. Encourage a culture of professionalism within the organization, reinforcing IPG's status as a leader in packaging solutions.
  5. Recommend and design policies and procedures aimed at reducing costs and enhancing service efficiency.
  6. Develop, propose, and negotiate service agreements.
  7. Work closely with sales leadership to manage capacity and drive service revenue growth.
  8. Lead the development of specifications, selection, and implementation of necessary field service management tools.
  9. Support field service management processes and reporting standards to ensure client needs are met or exceeded.
  10. Design and implement continuous improvement initiatives and regional service metrics.
  11. Act as the primary interface for customers, providing resolutions, solutions, presentations, and facilitating additional services.
  12. Assist in achieving service budget objectives.
  13. Support internal staff, service technicians, customers, and sales personnel with technical inquiries.
  14. Conduct site evaluations and safety inspections to ensure that company and customer objectives are met, as well as maintaining an adequate supply of spare parts.
  15. Collaborate with Field Service Supervisors to evaluate employee performance regarding promotions, transfers, and work assignments.
  16. Guide, train, and develop lower-level management and supervisors.
  17. Uphold company standards of excellence and service, ensuring quality performance.
  18. Perform other duties as assigned.

Essential Qualifications and Experience

  • Technical degree or equivalent combination of education and experience, with a minimum of 5 years in a related technical field service role and 7 years in a leadership capacity.
  • An inclusive and empowering leadership style with strong team-building and motivational skills. Proven experience in organizational planning and development. Highly organized with the ability to lead effectively in a dynamic environment.
  • Experience in leading and developing a decentralized technical workforce.
  • Familiarity with deploying, implementing, and utilizing field service management software.
  • Exceptional listening and communication skills (both written and verbal), collaboration, and problem-solving abilities.
  • Strong customer service skills, particularly in dispute resolution and customer care.
  • Ability to generate and present various reports displaying regional performance and metrics.
  • Proficient in Microsoft Office Suite.
  • Must possess a valid EU/UK driver's license and be able to pass a background check and medical examination.
  • Willingness to travel approximately 70% of the time.
  • Must be based in the UK or Germany.
Job Posted by ApplicantPro

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