Regional Service Manager

Job DetailsJob Location: Fully remote / Anywhere USA - Anywhere, CASalary Range: $100,000.00 - $130,000.00 Base+Commission/yearAbout BearCom:


Largest Distributor of Wireless Voice, Data, and Video Solutions in North America
40+ Years Industry-Leading Experience
Partnerships with Motorola, JVC Kenwood, Avigilon, +More
75+ Branches Across North America


 

The Regional Service Manager is responsible for managing, planning and supervising the activities of the Service department and will report directly to the General Manager. The Service Manager exercises independent judgment and initiative in management of technical staff, including overseeing the day to-day operations of the service department and operations across the assigned region of BearCom Canada Corp.

Responsibilities:


Manage and coordinate the daily functions of the Service department to ensure timely and efficient delivery of services to customers
Actively work to grow and expand the Service department in coordination with the Sales department
Direct the design, implementation and enhancement of department processes to improve customer service and employee productivity
Execute priorities, goals, objectives and performance measures for service department supervisors and staff
Encourage and motivate service staff to deliver exceptional quality of service and exceed customer expectations; work with underperforming employees to correct deficiencies
Provide or coordinate staff training including on-job and safety training programs, both for immediate and long- term requirements
Ensure certification and training requirements are met for all technical services employees and proper “talent inventory” is kept and maintained
Ensure all test equipment is inventoried and compliant with current calibration requirements
Select, screen and interview potential service operations staff for new positions
Responsible for conducting performance reviews with service employees
Oversee discipline and termination procedures and appeals
Serve as liaison between branch and contractors being utilized for the completion of Bearcom work in the region
Monitor timesheets and payroll approvals for service personnel
Manages domain P&L and evaluates resource and operational KPI’s
Manage MA and SLA agreements to ensure compliance with terms and conditions as written
Provide oversight on quotes to customers in coordination with Technical Services Group for project work
As part of a project plan, assist in the development of proposals and quotations, providing input to project managers regarding service options as well as the cost and availability of technical resources
Manage and monitor branch service supervisors (as applicable) to aid them in attaining goals and objectives
Monitor and coordinate maintenance and repairs on (fleet) vehicles.
Stay abreast of new trends and innovations in telecommunications, and adapt service offerings to accommodate them
Coordinate and execute bi-weekly service meetings with the team and additional personnel as required
Responsible for maintaining a safe work environment in compliance with safe work practices for the service team
Additional duties as assigned by your General Manager


 

Qualification:

Must Have Knowledge Of:


Products and services offered by BearCom Canada
Safety standards related to office, shop and site environments for a CoR-designated company
Fiscal management and control required to develop and administer a program budget and periodic revenue forecasting
Principles of quality management and continuous improvement
Methods used in developing performance and productivity standards
Techniques required to effectively manage an emergency
Principles and practices of planning required for program and project development
Terminology used to disseminate information and to prepare written documents related to technical service operations
“Best in class” practices used in service operations


Skills:


Building relationships
Leading and supervising technical teams covering a wide geographical area
Problem solving and responsible decision making
Organizing processes and information
Using computer applications to record and organize data
Comprehending technical and non-technical data
Communication and motivational skills
The ability to work well under pressure


Ability:


Provide effective detailed oral and written instructions
Interface effectively with customers, exhibiting the ability to grow the customer base
Demonstrate a commitment to providing outstanding customer service
Work within stringent deadlines to complete assignments in a timely and cost-effective manner
Participate as a team leader, assigning tasks and ensuring work is accurate and complete
Encourage collaboration between work teams within and between branch locations
Establish criteria and standards for effective performance in o