Regional Service Manager (Arizona, US)

Regional Service Manager (Arizona, US)

WHAT YOU’LL BE DOING

As a Regional Service Manager for Field Services West, you will lead a 14-state region that covers the Anchorage to Texas territory. The Regional Service Manager will also be responsible for the field service organization that delivers day-to-day support to our customer base. The regional service manager position is critical to providing direction and controls and driving strategic initiatives that will allow our field technicians to deliver best-in-class service successfully and consistently to our customers.

The Regional Service Manager will have a direct impact on CPI customers and associates and will be responsible for:

  • Recruit, hire, direct, manage, coach, and mentor service managers throughout the regional territory.
  • Drive growth, innovation, and best practices in the region and share best practices with colleagues.
  • Monitor and drive performance for branch metrics and revenue goals.
  • Ensure service quality and customer satisfaction in the region.
  • Setting goals and supervising team activity.
  • Develop succession planning and assist with development and desired career paths for the associates in the area of responsibility.
  • Identify and implement processes and tools that increase technician productivity and efficiency.
  • Plan and monitor day-to-day business running to ensure smooth progress and limit customer disruptions.
  • Evaluate overall performance by gathering, analyzing, and interpreting KPIs.
  • Investigate customer complaints and manage escalation procedures.

Other duties assigned as required.

WHO WE’RE LOOKING FOR

You will bring a strong customer focus with well-demonstrated success managing teams within a high-paced service delivery organization.

Qualifications and Requirements

  • Bachelor's degree in business, technical field or equivalent experience in Service Delivery functions
  • Minimum 10 years of experience in a service operational role, ideally within the payment solutions, financial, retail, or gaming industry
  • A strong understanding of technical field services, including service desk, maintenance, repair, and installation services.
  • Self-motivated and results-oriented with excellent communication, analytical, and problem-solving skills.
  • Demonstrated ability to develop and maintain relationships with customers, partners, and internal stakeholders
  • Strong business acumen.
  • Effective communication and negotiation skills.
  • Detail-oriented and collaborative.
  • · Strong time management discipline with the ability to multi-task without losing sight of the bigger picture.
  • Ability to self-direct work needs.
  • Ability to motivate and lead individuals and teams.
  • Strong commitment to meeting deadlines.
  • Ability to travel domestically as required (up to 50%)

Personal Attributes

This role requires a dynamic individual who enjoys serving our customers and has the tenacity to manage day-to-day problems without losing the big picture. Desired attributes include:

  • Action Oriented: You display a sense of urgency and are known for being a timely decision-maker
  • Customer Service Oriented: You possess a drive to serve your “customers” and focus on responding promptly to team and customer needs
  • Facilitator: You are good at negotiating win-win solutions
  • Organized: You assemble all necessary materials and information before starting a task
  • Presentation skills: You are confident when speaking to groups and presenting information
  • Quality written communication: Your writing is concise and descriptive, and you believe it is necessary to “overcommunicate” project status/updates

WHAT WE’RE OFFERING

We offer an excellent compensation and benefits package, including health, dental, and vision insurance, 401(k) with employer match, and paid time off. If you are an experienced Service Operations leader with proven success in technical field services within the payment solutions, financial, retail, or related industries, then we want to hear from you. Apply today and join CPI's team of payment innovators.

Benefits include:

  • Flexible work environments
  • Defined career growth plans with opportunities to go outside of your “comfort zone”
  • Medical, dental, & vision insurance
  • 401K with Company contribution
  • Life insurance and disability benefits
  • Community involvement and volunteering events
  • Opportunities to travel and work at our global sites
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