Regional Vice President Field Service / Northeast

This role manages the Customer Field Service business throughout the assigned Northeast region. This includes directing and managing approximately 7 District Service Managers and 100 field service technicians. This role is also responsible for the management of the Regional Administrator and 3 Product Support Specialists.  Responsibilities also include maintaining strong customer relationships with our critical accounts including renewing and capturing new service business in the region.

 

ESSENTIAL JOB FUNCTIONS

Strategic Leadership

  • Setting a vision for the regions and team
  • Communicating with your team on a consistent basis to increase understanding of business
  • Motivating the team to drive results and exceed expectations
  • Participate in decision making such as process improvement planning and establishing short-term and long-term goals and business plans
  • Advise the Senior Vice President on needed actions for the Region
  • Assist in making GGS a great place to work

 

Management Leadership

  • Direct the operating activities of the DSM’s and Field Service organization in the designated region.
  • Assist in the preparation of budgets
  • Managing costs and ensure that the Region operates within budget
  • Hold DSM’s accountable for managing their district to meet the needs of the customers and SLAs. 
  • Maximize performance from all individuals in the organization
  • Mentor DSMs and Technicians to find new management talent.
  • The ability to drive outstanding results in a lasting and sustained manner
  • Develop good work processes that increase efficiency and productivity
  • Perform high level monitoring of all Region activities such as revenue recognition, customer relations maintenance and resolution of Field Service issues

 

Customers and Sales Responsibilities

  • Deliver top notch service and meet contracted commitments to our customers
  • Ensure that all customer SLAs area achieved
  • Work with sales management on strategies to increase revenue in new and existing accounts
  • Find alternative channels to increase service revenue
  • Perform any other management functions as necessary

 

JOB QUALIFICATIONS

  • Strong leadership, decision-making skills, organizational and strategic planning capabilities
  • The ideal candidate will live or be willing to relocate to the Northeast Region (MI, OH, WV, NY, NJ, PA, CT, MA, VT, RI, NH, ME)
  • Excellent oral and written communication skills
  • Understanding of overall skills required in Service delivery “top-to-bottom” (Leadership skills, customer relationship skills, technical skills, in-house work vs. external work skills, etc.)
  • Good understanding of software/hardware operating relationships, application interfaces, and user/machine interaction concepts
  • Evidence of successfully delivering new types of solutions from concept through to business as usual from a commercial standpoint
  • Bachelor’s degree or higher, preferably in business management, engineering or related discipline
  • Minimum of 5 years of Field Service management experience, preferably in customer service operation