Regional Service Manager

Job Description

Job Description

Description:

Concentric is the first national industrial power services organization delivering forklift and critical power and maintenance solutions that ensure uninterrupted, sustainable facility power. The company’s signature solutions, GuaranteedPOWER®, PerpetualPOWER® and PowerHIVE™ are industry firsts, improving reliability, sustainability and safety to solve the power problem for facility leaders. Concentric helps data centers, distributors, manufacturers, utilities, communications infrastructure and more develop resilience in their power systems while making the energy transition with less risk. With a national network of service professionals, Concentric provides engineering, installation and maintenance/management for power equipment including backup batteries, UPSs, generators, energy storage, micro grids, forklift power, onsite maintenance and more.

Job Summary

The Regional Service Manager ’s responsibilities include developing long-term relationships with an assigned group of customers, connecting with key business executives and stakeholders, as well as managing the District Managers within their region.

Key Job Responsibilities:

Customer Management Responsibilities

• Be the primary point of contact and build long-term relationships with customers
• Help customers through email, phone, online presentations, screen-share and in person meetings
• Develop a trusted advisory relationship with customer account management, decision makers and employees
• Ensure the timely and successful delivery of NMS solutions according to customer needs and objectives
• Quarterly data review with every customer, with monthly follow ups
• Communicating the progress of monthly/quarterly KPI’s and Goals to the internal NMS team
• Forecasting and tracking of assigned customer account metrics– including managing the P&L
• Enhance department and organization’s reputation by accepting ownership for accomplishing new and different requests, exploring opportunities to add value to job accomplishments
• Responsible for keeping current clients satisfied and delivering exceptional client service on a day-to-day basis, which leads to customer retention
• Responsible for working with the Sales/Senior management team to onboard and integrate new customers and growing existing customer relationships and opportunities
• Primary Liaison between the customer and internal teams
• Fleet Management – Encourage and recommend equipment replacement based on data and this data should be included in reviews with customer
  • Data mining
  • Productivity improvement
  • Cost reduction
  • Safety improvements

Management of District Managers

This position is East Coast remote work authorized. Expect 40% Travel

- Manage schedules

- Daily / Weekly Assignments (Incl. Timely PM and Repair Completion)

- 100% of available service time billable in work orders

- Plan, Approve, and Manage Coverage/Support of Technician Time Off

- PTO, Holiday Coverage Scheduling

- Ensure accuracy of all work order information submitted by technicians

- Payroll recordkeeping inputs (Time Card Approval – Paylocity)

- Work order completion and accuracy

- Management of daily labor recovery (Technician Efficiency)

- Current part cost for all parts on W/O

- Recovery of freight costs on W/O

• Safety Compliance Management

- Adhere to OSHA, CAL-OSHA, and IIPP standards

- Management compliance with Customer safety policies

- Accident Investigation and Reporting (to HR and Customer)

- OSHA and IIPP training and re-training for employees

- Ensure that all Monthly Training Modules are completed by required dates

• Hiring and Training New District Managers & Technicians

- Interview and selection process participation/approval

- Understanding, Compliance and Management of Human Resources Processes

· Employee engagement, Coaching/Discipline, Performance Reviews and Termination of District Managers & Technicians

o Bi-Annual performance reviews completed for each employee who reports to you

o Performance coaching as issues arise, to make sure employees know what is expected and how they are falling short

o Be sure to recognize good employee performance through direct conversations, newsletter shout-outs and monthly recognition program – You are charged with the morale of your team and sites.

- Based on Core Values

o Coach and Be Coached

o Student of the Game

o I’m on it Now!

o Work Hard, Have fun

o Challenge the Status Quo

• Parts Management

- Adherence to Inventory Counts schedule and controls

- Implementation and Management of Inventory controls and ordering processes.

• Technology

- Implementation and Training of new and existing technologies with District Managers and technicians

- Continuous Support and Training of Computer, I-pad and Cellular Device

technologies with DM & technicians (Field Connect, SSRS, Paylocity, Galaxy)

• Other duties as assigned by supervisor.

· High School or GED Diploma required. Prefer an Associate Degree from an approved two-year college or university or very strong equivalent experience.

· Proficiency in Microsoft Office including Excel, Word and PowerPoint.

· Strong communication, problem solving, and analytical skills.

· Ability to organize his/her own work and work independently, with limited supervision.

· Ability to work with individuals from diverse backgrounds and with diverse needs, and across multiple locations.

· Ability to clearly articulate ideas (both written and verbal) to both internal and external customers and to listen effectively to customer needs.

· Ability to develop and maintain strong workplace relationships with an emphasis on customer satisfaction.

· Ability to work collaboratively with other departments toward the greater good of the organization.

· Ability to adapt to a fast-changing environment.

· Experience in the material handling industry is preferred, but not required.

· Must have attention to detail with an eye for accuracy.

*This job description is subject to change at any time.

Physical Demands

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. While performing the duties of this job, the employee is regularly required to sit or stand up to 8 hours; use hands to type, maneuver, handle, or feel; and talk or hear. The employee frequently is required to walk and reach with hands and arms. The employee is occasionally or enter an amount of time required to stand and stoop, kneel, crouch, or crawl. The employee must occasionally lift and/or move up to 50 pounds. Specific vision abilities required by this job include close vision and ability to adjust focus.

Work Environment

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. The work is performed primarily in a customer facility location. The noise level in the work environment is moderate to heavy, occasionally requiring hearing protection.

The Concentric Company considers applicants for all positions without regard to race, color, religion, creed, gender, national origin, age, disability, genetic information, marital or veteran status, or any other legally protected status.