Area Service Manager

POSITION SUMMARY - Area Service ManagerOur client is in need of a Area Service Manager who is responsible for the organization and provision of appropriate skilled Service resources for onsite client requirements in their site/ region. This position is responsible for the direct supervision of site operations within the US Services organization, supporting operational and performance management of Client Services Representatives; adherence to technical standards and operational procedures. The Service Manager will support the overall CSR and machine productivity metrics, ensuring an efficient and effective service team, which will in turn maximize client satisfaction.Essential, Must-Have QualificationsElectro-mechanical experienceExcellent written and verbal communication skills.Ability to work under demanding and restricted timelines.Ability to work independently with minimum supervision.Soft skills including effective listening, problem solving and facilitation.Highly Desirable, Strongly Preferred QualificationsFinancial awareness and cost control managementElectro-mechanical experience in mail or print technologyDemonstrable client experience enhancementAwareness of Continuous Improvement methodologiesCORE POSITION RESPONSIBILITIES AND EXPECTATIONSCustomer Relationship ManagementEnsure that commitments to service are delivered so that employee and client satisfaction is enhanced.Support or conduct regular client meetings to:Share system performance data as recommended by the CI team and/or managementUnderstand client production scheduling.Operational ManagementSupport the delivery of Client contracted SLA's, delivering superior client experienceand satisfaction.Ensure the upkeep of site-specific management information such as maintenance records, service work orders, and local management systems.Planning of preventative maintenance in line with the companies best practices, ensuring that PMs are planned, published and agreed upon with clients in advance.As and when required by the Area Service Manager or Service VP, support or conduct review meetings with the clients with all actions documented and made available and shared.Support Service VP on Operational Projects as and when required including any team meetings, training or technical support.Ensure that company policies and procedures are upheld followed and communicated effectively.Identify any new requirements or additional services that will improve overall client productivity and performance.Ensure documented operating quality procedures are in place and updated regularly.Drive continuous improvement initiatives and activities and support such activities as defined by the Service VP and Professional Services.People ManagementOperational management of a team of employees, providing motivation, highlighting training and development, coaching and counselling to deliver high levels of employee satisfaction and performance.Manage the contractual coverage required on designated sites to ensure that shifts are covered and manned including holiday planning and absence cover (if contracted).Deliver strong employee engagement and motivation through regular communication, employee development plans and interaction with the service team resulting in high employee retention and performance.Oversee the recruitment and management of all staff and for directly managing and recruiting own direct report team. Responsible for the identification and development of high potential staff as well as managing effective succession planning for key positions.Responsible for resource planning, absenteeism and performance management.Key RelationshipsReports to Position Title: VP of Services-Eastern Division Operational management responsibility for the area and supporting team of CSRsPoint of contact for Client operationsRegional travel to client locations as required by business needInvolvement in cross country/cross function project teams as requiredJob Type: Full-timePay: $100,000.00 - $135,000.00 per yearBenefits:401(k)401(k) matchingDental insuranceHealth insuranceLife insurancePaid time offVision insuranceSchedule:8 hour shiftMonday to FridayWeekends as needed

Created: 2025-01-07