Key Responsibilities:
Team Management and Development:
- Manage, coach, and develop group of Maintenance Contract Manager and other assigned associates.
- Build a strong culture of accountable and customer centric teams.
- Provide leadership and guidance to the Customer Management level associates supporting their professional growth.
- Implement new processes and procedures as part of continuous improvement as well as identifying new improvement opportunities aligned with AOP. Manage associate recognition: Ensure regions, teams and associates are recognized for outstanding contributions.
- Other duties as assigned.
Financial Management:
- Monitor, review and analyze region/Area service profit and loss performance.
- Monitor service delivery for annual service contract revenue for assigned Regions.
- Work directly with RSMs on overtime, direct labor costs, T&M activities and inventories to meet goals of Field Service and Corporation.
- Work , in coordination with Project Installation Dept and Sales Dept, to sell new Maintenance contracts with the objective to increase them YOY.
- Standard KPIs are but not limited to OP/Margin, SLA attainment, Ticket Backlog, Leadership and Talent MGMT and Subscription/Contract renewal and growth.
Customer Service and Escalations:
- Build a strong relationship with Maintenance Contract Customers to allow for retainment and growth
- Participate with Area sales, service, systems and professional services groups to develop account strategies and action plans to contribute to the overall success of region performance goals.
- Monitor, review and analyze regional customer satisfaction levels. Provide input for adjustments and/or improvements and assure compliance.
- Interface with key National and Regional customers as needed for escalations and/or service-related meetings.
- Responsible for compliance of policies and procedures that assure protection and control of all the corporate assets within the region.
- Assure the achievement of the region’s service business technical performance and quality goals.
- Onsite meetings with customers and teams as needed with travel expected (25-35%)
Requirements:
- BA in Business Management preferred.
- 10+ years of operations managerial experience and 15+ years of overall business experience.
- Understanding of Profit and Loss financial sheet
- Industry experience is essential
Skills:
- Position requires a highly motivated individual with a solid performance history of demonstrated business acumen, leadership and management skills.
- The individual should demonstrate and possess a good understanding and working knowledge of FAAC Parking Systems service solutions, as well as an understanding of sales business plans and operations.
- Sound understanding of managerial accounting and financial reporting is required.
- The individual must be a leader with the ability to communicate effectively (oral/written) and demonstrate good problem-solving skills. The individual should possess the ability to satisfy customer requirements with appropriate resource management.
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Last updated on Dec 6, 2024