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 Services

Immediate Supervisor: Vice President of Global 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 team 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, resource planning, training, and scheduling.
  3. Collaborate with team members to meet departmental objectives, communicate business updates, engage in feedback, and promote personnel development. Assess and recommend staffing requirements.
  4. Encourage a culture of professionalism within the organization, reinforcing IPG's reputation 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 alongside sales leadership to manage capacity and drive service revenue growth.
  8. Lead the creation of specifications, selection, and implementation of necessary field service management tools.
  9. Support field service management processes and reporting standards to ensure client expectations are met or surpassed.
  10. Initiate and execute continuous improvement and regional service initiatives along with relevant metrics.
  11. Act as the primary point of contact for customers, providing solutions, presentations, and facilitating additional services.
  12. Assist in achieving service budget targets.
  13. Support internal staff, service technicians, customers, and sales personnel with technical inquiries.
  14. Conduct site evaluations and safety inspections to ensure that both company and customer objectives are met, while maintaining an adequate inventory of spare parts.
  15. Collaborate with Field Service Supervisors to assess 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 a comparable 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 team-building and motivational capabilities. Proven experience in organizational planning and development. Highly organized with the ability to lead effectively in a dynamic environment.
  • Experience in leading and expanding a decentralized technical workforce.
  • Experience in deploying, implementing, and utilizing field service management software.
  • Exceptional listening and communication skills (both written and verbal), along with collaboration and problem-solving abilities.
  • Strong customer service skills, particularly in conflict resolution and customer care.
  • Ability to generate and present various information reflecting 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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