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- Oversite management of assigned territories service teams, including staffing, process adherence, Key Performance Indicator (KPI) achievement, escalation, engagement concerns and customer satisfaction.
- Manages and engages in customer escalations with a relentless attitude to ensure issues are resolved quickly and communication to the customer is delivered in a timely and effective manner.
- Work directly with local Sales teams to drive mutual success and meet shared goals, including customer support in sales meetings, service escalations, and lead generation activities.
- Coordinates with Product Support on needs for continuous improvement, knowledge & training enhancements, Standard Operating Procedure (SOP) adjustments and service concerns that need higher level assistance/development.
- Utilize provided analytics dashboards to review and ensure KPI alignment with worldwide goals and drive corrective action on any indicator that is missing its target.
- Continually optimize the organization, including maintaining an optimal resource level, coverage, and product training requirements.
- Responsible for deploying service strategies that align with the overall WW Print Service strategies and communicating these strategies to their teams, customers, and resellers.
- Represents service as required on product commercialization related activities. Acts as the service advocate/representative on new programs being implemented within their respective territory.
- Participate and engage as a member of the Regional Field Service leadership team.
- Acts as the leader for their assigned territory’s escalation management team and engages various product support, sales leadership and other resources as needed to resolve customer concerns in a relentless manner.
- Work to identify and improve service delivery concerns, process improvement and performance.
- Drive team engagement and communications that enhance morale, reward positive behaviours, and increase our customer satisfaction.
- Continually monitor team and individual performance levels and manage the communication and change management necessary to ensure team efficiencies and effectiveness are maintained at the highest level of performance.
- Provide supervisory and HR level support for all direct report’s managerial requirements, reporting and ongoing management needs.
- As business needs change, proposes service strategy adjustments to WW leaders while supporting final solutions development, implementation, and communication plans.
- Review customer satisfaction results and develop a culture of customer first mentality that enhances customer engagement, delivery, and satisfaction.
- Manage territorial engagement with installation requirements, scheduling, and deployment requirements.
- Ability to manage a diverse team of Field Service Team Leaders, Technicians and staff to support ongoing territorial needs and ensure customer satisfaction.
- Ability to maintain a calm demeanour in high pressure and stressful situations.
- Ability to work collaboratively across business, product, and operational functions.
- Expert level competencies with our Field Service process, systems, and product engagements.
- Energetic personality with the drive for continuous improvement in their team.
- Ability to communicate effectively/succinctly in written and verbal means both internally and externally.
- Flexible and able to obtain results with limited resources.
- Ability to lead change, coach and mentor employees and teams.
- Effective in driving change, standardization, and team enthusiasm.
- Ability to resolve conflict quickly and equitably both with customers and internal service teams.
- Ability to work collaboratively across service functions and engagements.
- Ability to articulate service business strategy and service as a primary communications piece for service-related engagements.
- Knowledgeable of print industry trends, customer needs and competitive positioning.
- Ability to prioritize and understand impacts and needs of our customers.
- Experience with managing a large and diverse organization.
- Strategic thinker who strives for continuous improvement.
- Ability to manage expenses, travel and service system data requirements in an ethical and expeditious manner.
- BS degree or equivalent experience in related field.
- Potential for 30% territorial and regional travel to support customer engagements, escalations, and product development meetings.
- Maintenance of a clean and safe driving record.
- 8 to 10 years of experience in field service supervisor or managerial role.
- Strong to expert knowledge of our service systems, processes, and engagements.
- Strong business acumen and team management skill set.
