Manager, Regional Service Operations

Job Requisition ID: 55077

Department: Manuf. & Operations (DEPT_MFGOP)

At Dover Fueling Solutions (DFS), we are taking fueling and convenience retail to the next level. We are passionate about cultivating excellence in everything we do, but what really fuels us is our people. They’re the heart of our company. As an employee, our promise to you is that you’ll work on new and innovative products and solutions, be mentored by managers and teammates who are collaborative, caring, and act with integrity, and have the opportunity to grow in ways that are meaningful to you. Unique and interesting projects – both locally and globally – will challenge you and allow you to pursue different and rewarding career paths.

We are #EnergizedByGrowth.

DFS is part of a legacy of leadership that spans back generations, made up of some of the most trusted, leading-edge brands in the industry. As part of Dover Corporation and with our talented, innovative, outstanding people, we are doing great things and redefining what is possible in fueling and convenience retail. Providing advanced fuel-dispensing equipment, including clean energy solutions, systems and payment, automatic tank gauging and wet stock-management solutions, DFS comprises the product brands of Wayne Fueling Systems, OPW Fuel Management Systems, ClearView, Tokheim, ProGauge, Fairbanks, LIQAL, AvaLAN, and Bulloch Technologies. Headquartered in Austin, TX, DFS has a significant technology development and manufacturing presence worldwide, including facilities in Brazil, China, India, Italy, Poland, the Netherlands, the United Kingdom and the United States.

Essential Responsibilities:

The incumbent must demonstrate superior leadership skills and the ability to work in a changing environment to drive improvement, execution, and collaboration with internal and external stakeholders.  The incumbent will: 

• Lead a team of professional territory service managers across the North America region
• Provide the overall operational leadership needed to drive field service performance and enhancements
• Monitor overall customer satisfaction for all service work completed by ASOs’ to ensure on-time delivery and increased productivity
• Interface regularly with the Commercial Sales Leader to review and support regional market-share growth initiatives and identify opportunities to develop additional ASO support
• Leverage innovation to drive service tools, performance and ASO technician productivity
• Lead annual ASO Council meetings and ensure that all improvement ideas are documented, assessed for feasibility, and implemented accordingly
• Build strong long-term relationships with specific customers within the region; customers will be identified in collaboration with the Commercial Leaders
• Lead efforts to ensure field service excellence by driving KPIs and SLA’s
• Work closely with Regional Service and Commercial to ensure appropriate service coverage and identify opportunities to expand and enhance services within a region
• Drive a culture that ensures outstanding ASO performance, customer satisfaction and timely resolution to field service issues
• Provide accurate and timely information to assigned personnel regarding salary planning, performance appraisals, career coaching and disciplinary action as required

 

Required Skills & Qualifications

• Bachelor’s degree from an accredited university or college strongly preferred with a major in technology or business. Work experience in lieu of education may be accepted. 
• At least 10 years of experience in a field service organization that partners with 3rd party service providers
• At least 5 years of experience in a services leadership role or leadership role of 25 plus direct/indirect reports
• Strong data analytics skills
• Demonstrated ability to make commercially focused decisions (KPI’s, coverage, relationship development)
• Demonstrated ability to build relationships and cultivate partnerships that help grow a service network
• Demonstrated capability to identify service gaps and develop action plans to address gaps
• Ability to travel

 

Desired Characteristics

• Ability to manage multiple priorities and tasks simultaneously
• Ability to work well under pressure, in a fast-paced environment
• Excellent oral and written communication skills
• Strong interpersonal and leadership skills

• Strategic thinker with ability to drive change
• Execution champion

Work Arrangement : Remote  

Salary Range : $80,000 - $135,000  

We consider several job-related, non-discriminatory factors when determining the pay rate for a position, including, but not limited to, the position’s responsibilities, a candidate’s work e