Canon Solutions America

Regional Service Director - Metro Washington, DC

US-VA-Falls Church
2 weeks ago
Job ID
15785
Category
Management - Service

Overview

The Regional Service Director reports directly to the Zone Service Senior Director, and is accountable for providing direction to and inspection of the processes, policies and activities of the Regional Field Service organization.  The objectives inherent in this position are: to ensure consistency in practices throughout the Regional branch locations, attain consistency in metrics throughout branch organizations and, as a result, provide maximum customer satisfaction and employee retention/satisfaction at all locations.  The person in this role will enhance the Sales Vice President's ability to achieve sales revenue goals.

Responsibilities

  • Oversees the Branch field service functions, ensuring they understand expectations of service metrics (i.e., net profit, parts per call, response time, and gross calls per day) and have a sound business plan to achieve those minimum standards.
  • Works with HR and the various Branch Service Managers to maintain proper staffing levels at the Branch Level so that customer satisfaction, employee satisfaction, and branch revenue/profitability can be achieved.
  • Works closely with Senior Directors and Directors of each Region to identify strengths and opportunities of Branch/Field Service organizations.
  • Works closely with identified Regional Service Leader in each area of the country (as mentioned earlier) to share best practices, organize training schedules for technicians, ensure Oracle processes are understood and utilized.  Helps Branch Service or Field Service Manager to set up management practices that are repeated and predictable.
  • Works closely with HR to support Field Service Managers and Sales Directors/Managers to address customer satisfaction issues, employee relations issues, training and development needs, staffing needs and corrective action procedures, where necessary.
  • Conducts Quarterly Service Operation Reviews in each Branch.
  • Works with the Service Analyst to monitor Branch Service Area metrics monthly and quarterly to identify gaps and appropriately plan for improvement.
  • Works closely with the operational areas to ensure that all systems are operating at optimum levels.  Will communicate frequently with the leaders of dispatch, training, parts and distribution to ensure that there is a good cross-functional communication and the Area Market  service organization are receiving the support that they need.

Qualifications

  • Education:  2  year Technical Training Diploma or Associate Degree in Electronic
  • Experience: 5+ years in management, 3+ years managing managers
  • Good grasp of basic technical skills is important
  • Good written and verbal skills required
  • Excellent analytical and computer skills needed (Excel, Visio, PowerPoint, etc.)

Canon Solutions America, Inc. is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, protected veteran status, or any other characteristics protected by law.

 

EOE Minorities/Females/Individuals with Disabilities/Protected Veterans

 

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