Manufacturing & Production
Greensboro, SC
Exp 2-5 yrs
Deg Bach
Job Description
To lead our indirect service contractors in all aspects, but especially regarding service performance leadership, growth in technical proficiency, HSE, and development of partner relationships. To provide expertise and motivation in the development of standard work for service excellence.
To lead our direct, media service & repair team, with a particular focus on driving operational efficiencies and process improvements.
To meet and exceed customer expectations regarding our service experiences and product uptime.
II. Key Responsibilities
Authorized Service Contractors (ASCs)
Develop relationships with ASC leadership to foster a spirit of partnership, cooperation, and continuous improvement
Manage the Market Service Manager (MSM) team and provide strategic/tactical direction to ensure correct ASC coverage, capacity, and training
Develop and sustain Standard Work for ASC management, including adequate target setting, action planning, and performance review processes
Drive, motivate, and reward ASC performance with a focus on First Time Fix, Response Time, and Repair Time
Account Management
Manage the Service Account Manager (SAM) team to provide high value services to our managed maintenance customers for all their in-scope needs. This includes tactical action like resolving dispatching, parts, and payment issues, and strategic action like increasing ASC performance, increasing our margin, meeting customer SLAs (service level agreements) expectations, and showing customers the value of this service
Manage the Service Account Specialist (SAS) team to provide additional service focus and response to select strategic key accounts
Partner with GVR sales team to promote service account management as a value selling tool to win additional business and strengthen customer reliance on
Media Support
Maintain acceptable operational uptime of the Outcast PumpTop TV and Applause Media systems through prompt and effective field service actions and processes
Direct responsibility for the Outcast PumpTop TV field support team, repair team, and process improvements
Indirect responsibility for the Applause Media system field support. Leverage synergies between Outcast PTTV and Applause service resources and systems. Drive ASCs to promptly and correctly respond to Applause issues.
III. Relationships
This position will report directly to the VP of Service Operations.
Internal Relationships (outside of Service):
Customer Engagement Managers, Marketing, and Sales Give and receive insight into specific customer problems, needs, and direction. Cooperate on ASC network needs. Develop a partnership.
Quality identify ASC and product quality issues (training, troubleshooting, and methods) and address those in the field
External Relationships:
Authorized Service Contractors Advise and direct ASC relationships
End Users Interact with customers to receive feedback and needs
Verifone (Media Partner) Collaborate, share data, align expectations, improve processes, deliver uptime
IV. Measures of Performance
Ensures the success of his/her projects as measured by the items below.
ASC performance documented improvement in contractor performance as measured by First Time Fix, Response Time, and Repair time
ASC network ensure correct ASC coverage by region, customer, product, demand, and training
Managed maintenance grow GVR margin while maintaining customer satisfaction and GVR revenue
Media network uptime in the field
Relationship strengthening ASC and customer relationships with GVR
Successfully identify problems and opportunities, monetize the importance to the customer and to the GVR business, and to present creative solutions for business growth and enhanced Service
V. Background and Skill
Bachelor's Degree required. MBA or advanced degree preferred.
Minimum 2 years of experience in team management. Remote team management a plus.
Excellent written and oral communication skills
Knowledge of principles and processes for providing customer and personal services. This includes customer needs assessment, meeting quality standards for services, and evaluation of customer satisfaction.
Strong facilitation and conflict resolution skills
Excellent Problem Solving process required
VII. Personality Trait Profile
Self-motivated and disciplined
Confident and Effective decision-maker
Systems-level thinking and problem solving
Strong communicator
Comfortable communicating and influencing external organizations (customers, distributors, Service Contractors)
Ability to achieve results through others
Strong leadership anchors in
Charts the Course
Drives Innovation and Growth
Build People, Teams, and Organization
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