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Regional Service Operations Manager
2 months ago
Position Overview
Title: Regional Service Operations Manager
Department: Field Service
Immediate Supervisor: Vice President of Global Field Service Operations
Status: Exempt
Objective: Enhance and expand the field service team by ensuring exceptional customer satisfaction both internally and externally while aligning with corporate goals.
Key Responsibilities
- Establish and oversee a field service team to support the existing customer base of Intertape Polymer Group (IPG) packaging solutions.
- Provide comprehensive leadership to the field service team, including recruitment, performance evaluation, resource planning, training, and scheduling.
- Collaborate with team members to meet departmental objectives, communicate business updates, implement feedback, and promote personnel development. Assess and recommend staffing requirements.
- Encourage a culture of professionalism within the organization, reinforcing IPG's reputation as a leader in packaging solutions.
- Recommend and formulate policies and procedures aimed at reducing costs and enhancing service efficiency.
- Develop, propose, and negotiate service agreements.
- Work closely with sales leadership to manage capacity and drive service revenue growth.
- Lead the creation of specifications, selection, and implementation of necessary field service management tools.
- Support field service management processes and reporting standards to ensure client expectations are met or surpassed.
- Design and execute continuous improvement initiatives and regional service metrics.
- Act as the primary point of contact for customers, providing solutions, presentations, and facilitating additional services.
- Assist in achieving service budget targets.
- Provide technical support to internal staff, service technicians, customers, and sales personnel.
- Conduct site evaluations and safety inspections to ensure compliance with company and customer objectives, as well as maintain an adequate inventory of spare parts.
- Coordinate with Field Service Supervisors to assess employee performance regarding promotions, transfers, and job assignments.
- Mentor and develop junior management and supervisory staff.
- Uphold company standards of excellence and service, ensuring quality performance.
- Perform other related duties as assigned.
Essential Qualifications and Experience
- Technical degree or equivalent combination of education and experience, along with 5 years of relevant technical field service experience and 7 years in a leadership role.
- A collaborative and empowering leadership style with proven team-building and motivational skills. Demonstrated 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.
- Proficient in deploying and utilizing field service management software.
- Exceptional listening and communication skills (both written and verbal), along with strong collaboration and problem-solving abilities.
- Customer service expertise in conflict resolution and providing attentive service.
- Ability to generate and present various reports reflecting regional performance and metrics.
- Proficient in Microsoft Office Suite.
- Must possess a valid EU/UK driver's license and successfully pass a background check and medical examination.
- Willingness to travel up to 70% of the time.
- Must be based in the UK or Germany.
