Mgr Area Service - Texas Field

Career Growth, Flexibility and Collaboration!

Entrust is an innovative leader in identity-centric security solutions, providing an integrated platform of scalable, AI-enabled security offerings. Headquartered in Minnesota, we offer our colleagues the ability to work globally, in a flexible and collaborative environment. Our team makes an impact!!

The Company: Entrust relies on curious, dedicated and innovative individuals whom anticipate the future and provide solutions for a more connected, mobile and secure world. Entrust’s technologies and expertise help government agencies, enterprises and financial institutions in more than 150 countries serve and safeguard citizens, employees and consumers.

We Believe: Securing identities is most effective when we value all identities. We are committed to ensuring that, through diversity and inclusion, the many voices that make up our communities are heard. From unconscious bias training for managers to global affinity groups that create connections both within and across our enterprise, Entrust expects and encourages all individuals to accept and respect one another. And, of course, to be themselves.

Position Overview: 

WE ARE HIRING A AREA SERVICE MANAGER IN DALLAS/FORT WORTH OR HOUSTON AREA!

The Manager, Area Service (Area Service Manager/ASM) is responsible for maintaining a positive customer experience by managing a team of field service engineers that provide on-site technical services to our customers ensuring cost effective solutions and service delivery that meets contractual commitments and exceeds customer expectations. The key responsibilities will be to ensure services to our large customers in North America are delivered to agreed schedules and quality standards and achieve customer satisfaction.  Position serves as liaison between the customer needs and the Company’s infrastructure mobilizing the supply chain, engineering, and/or technical capabilities and resources as needed. This is a remote position based in Dallas, TX area near most customers and colleagues the manager will support.

Responsibilities:

Direct Area Service

• Manage team responsible for installation, training and maintenance services to our direct customers
• Support the sales organization with product and service sales and drive customer satisfaction
• Drive efficiency and ongoing cost reduction into the service business in areas such as labor and parts management
• Responsible for managing Service contract relationships with the customer to ensure satisfaction and profitability
• Responsible for ensuring resource allocation achieves maximum utilization and efficiency of staff time and skill set
• Negotiate service maintenance agreement for area customer accounts
• Resource balancing to help coordinate emergency maintenance as needed
• Manage appropriate escalation processes and facilitate follow-through as required
• Develop and maintain close working relationships with customers and capitalize on networking opportunities to promote the company and its services

People Leadership & Management

• Direct, influence, and motivate the service design group
• Develop and manage consistent and effective tools and processes for the service design function
• Build strong and open cross-functional relationships with superiors, peers and team to coordinate resources
• Manage and motivate direct reports on all aspects of people and staff management including performance, attendance, capability and disciplinary issues
• Support and coach direct reports to ensure that issues and risks are escalated to allow adequate investigation and resolution and manage such situations to ensure business and individual credibility is kept intact
• Lead continuous improvement culture focused on customer delight

Qualifications:

Basic Qualifications

• Must be based in the Dallas, TX area or willing to relocate to this area.  
• Associates degree in Electronics or equivalent verifiable training (e.g., military training on relevant field)
• Minimum of 2 years’ experience managing or supervising people
• Minimum of 3 years’ experience managing customer relationships
• Minimum 3 years’ experience in Lean Manufacturing Environment
• Minimum 3 years’ experience using Lean Quality Tools including Value Stream Maps, 5 Why, Kaizen, PDCA, etc.
• Up to 40% domestic travel may be required

Preferred Qualifications

• Degree in Engineering or technical field
• Proven technical aptitude; displayed ability to learn new technologies and concepts and to synthesize new informati