South California Regional Service Manager of Industrial Service Operations
Full-time position
Location: Los Angeles, California
Essential Behaviors and Responsibilities include, but are not limited to the following:
· Demonstrate a commitment to work hard, and desire to be part of a successful customer-driven service organization.
· Work with area service leaders on a frequent basis to develop their skills and behaviors. Coach members of the regional organization in a constructive manner so they perform effectively and achieve their full potential. Create a motivating and challenging environment for all team leaders and technicians
· Direct and manage revenue-producing resources to achieve annual budgets for sales, contribution margin, and profit. Continually demonstrate and reaffirm a strong results-oriented approach to leadership. Monitor available metrics throughout the month to ensure continual progress toward established financial targets. Place special emphasis on pricing management to ensure established rates are applied consistently. Define and implement whatever corrective actions become necessary if actual performance results are not consistent with the budget, or qualitative objectives.
· Through “hands-on” involvement and ongoing participation in service process review, implement a business model that optimizes FSR performance on a national level, resulting in sustainable productivity gains, and improved financial returns on people investment.
· Along with other members of the service business leadership team, develop a comprehensive knowledge of our existing, and potential customer base. Utilize CRM information, as well as local personal contacts to achieve increased sales leverage, and create differentiated value in the products our service organization provides.
· Achieve and maintain a strong service contract base in the region. Plan and execute local strategies to yield desired growth of prepaid contract service revenue in place of traditional billings generated from non-agreement customers. The objective is to attain targeted sales, with a minimum 80% of the monthly revenue being derived from traditional calibration, and value added contracts.
· Actively facilitate and support conformance to our quality systems. In conjunction with members of the service business leadership team, and other support resources, achieve and maintain adherence to standardized work Procedures.
· Ensure proper account management is executed by coordinating the scope and timing of services provided with regional product sales organization, as well as lab BA counterparts. Common or shared performance objectives will be expected among industrial service and sales leaders.
· Ability to meet all physical demands as listed below
Leadership Responsibilities
Accountability for all operating activities in the region. Perform leadership responsibilities in accordance with the our client policies and applicable laws. Responsibilities include interviewing candidates, hiring, and developing personnel; providing a motivational influence; planning, assigning, and directing work whenever appropriate; appraising performance; providing recognition and rewards to successful performers; taking proactive steps in situations that require discipline, including termination of non-performers; generally eliminating obstacles and resolving problems.
Qualifications
In order to conform successfully to the job requirements, an individual must effectively perform all responsibilities and essential duties satisfactorily. The preferred education and experience listed below represent the knowledge, skill, and/or ability expected. Reasonable accommodations may be made to enable individuals with disabilities to perform the established requirements.
Education and/or Experience
Bachelor’s degree in business, operations management, or technical field is required, MBA preferred. Seven to ten years related experience and/or training, or equivalent combination of education and experience.
Comprehension and Communication Skills
Ability to read and interpret operational measurements, financial statements, contract language, process documents such as operating policies, work procedures, and safety specifications. Ability to prepare detailed reports and compose business correspondence. Ability to speak in a professional manner before groups of customers or our client’s employees.
Reasoning Ability
Ability to solve practical problems and deal with a variety of concrete variables in situations where only limited standardization exists. Ability to interpret a variety of instructions furnished in written, oral, or schedule form.
The following are performance factors and competencies required to be a successful Regional Service Manager.
Growth: Able to effectively manage and grow the service business. Has a marketing instinct and business development skills.
Account Management:
§ Successfully develops existing accounts.
§ Proactively penetrates new accounts.
§ Strong service attachment rate via product sales.
§ Works with Sales to determine account strategy for product and service.
Penetration & Offering Management:
§ Determines and fully exploits local market opportunity for service.
§ Proactively manages service product mix to achieve penetration (incl. pricing).
§ Effectively tracks and actively penetrates install base.
§ Seeks growth through better penetration of install base.
Promotion & Campaign Management:
§ Fully exploits local market opportunity for service through strong campaign management.
§ Determines appropriate metrics to measure campaign effectiveness and makes adjustments to optimize approach.
§ Develops and communicates value through tailored and tangible value messages for service.
Process management: Ensures consistent and profitable service delivery by proactively measuring customer satisfaction and quality.
Customer Satisfaction:
§ Continuously measures and proactively manages customer satisfaction.
§ Resolves and prevents customer dissatisfaction.
§ Manages problems by exception and prevents recurrence.
§ Leverages customer feedback to develop market opportunity.
Quality:
§ Ensures quality systems are leveraged for benefit of customer and company.
§ Uses quality system to enhance brand reputation.
§ Measures and monitors technician compliance with key quality system metrics.
§ Refines quality systems to focus on exploiting what customer’s value by developing and monitoring key metrics.
Delivery Performance:
§ Leverages quality system to ensure consistent service delivery and is not tied down by frequent and isolated problem solving.
§ Has good transparency over revenue and profitability drivers and is able to use proactively to enhance unit performance.
§ Understands and is focused on productivity (Revenue recovery, Capacity management, Etc.,).
Cost Control & Process Optimization:
§ Focused on continuous improvement.
§ Optimizes processes to minimize waste (incl. inventory).
§ Makes sustainable improvements to business performance.
Leadership: Leads by example and influence. Gives clear direction and purpose.
Performance Management:
§ Evaluates team performance on-time and annually.
§ Continuously coaches team.
§ Measures and delivers results.
Personal Leadership:
§ Is focused on opportunities that enhance unit performance.
§ Is not the sole problem solver à team not overly dependent on leaders’ individual contribution.
§ Knows own strengths and weaknesses relative to the needs of the function.
§ Has positive influence with team and peers.
Team Leadership:
§ Builds a team to complement personal and team weaknesses.
§ Delegates and empowers team.
§ Motivates team to excel.
§ Is a role model.
§ Monitors and manages towards outcomes à not overly task focused.
§ Communicates, up, down and across (peers) in an effective manner.
§ Strong Collaborator works to integrate other people’s goals and objectives.
Peer Collaboration:
§ Is open and transparent. Asks for help before problem is too large to manage.
§ Leverages strengths to benefit of peers.
§ Works positively toward the benefit of broader team.
§ Thinks and acts with the benefit of the entire MO and Company in mind.
§ Has a sense and/or experience of business and is empathic and supportive towards the objectives of other functions.
Development:
§ Drives own development.
§ Promotes/hires/ develops team with a view to succession.
§ Develops high achievers.
§ Is an advocate for high potentials?
§ Improves overall capabilities of team/function.
No agencies please.
Thank you so much for your interest!
I would love to forward your credentials to the next level, but in order to do so...
Please write back with your availability to interview and to start, the reason you are leaving your present situation OR the reason for leaving your last position, along with your minimum Annual Salary (or range) and the status of your eligibility to work in the United States?
** Where do you live NOW and is your location commutable to anywhere in Los Angeles, California metro area?
Also, write back with the following:
SUBMIT the number of years of experience /brief explanation of that specific experience in each of the following:
- Industry Experience (which ones? How long?)
- Process Optimization focused on continuous improvement (example)
- Operations Management experience (be specific)
- Risk Management experience (be specific)
- Organizational Design/Development (example)
- Change Management (be specific)
- Size of budget managed by you and where
- Experience managing an industrial environment (which ones? How long?)
- Sales/Marketing experience
Please answer the questions above and send with your resume in MSWord “doc” format to: ruthiep@bellsouth.net
Ruthie Powell
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