Area Service Manager

Roles and Responsibilities:

• Act as the single point of contact to the customer for timely and satisfactory resolution of concerns covering a wide variety of support services offered for assigned region, product, or coverage area - Responsible for knowledge of assigned region, coverage area, or product lines, their associated configuration installations, and represents the most direct access to all appropriate internal functions to support the customer
• Establish and maintain contact to provide on-going technical and business support to assigned customers in designated geographic region or coverage area
• A job at this level requires a people leader with ability to hire and develop talent. Includes direct people management responsibility including staffing and performance development. Utilizes in-depth knowledge of a technical discipline and analytical thinking and technical experience to execute policy/strategy.
• Has knowledge of best practices and how own area integrates with others; is aware of the competition and the factors that differentiate them in the market
• Uses some judgment and has some ability to propose different solutions outside of set parameters to address more complicated manufacturing processes with technical variety and/or interdependent production cycles. Uses technical experience and analytical thinking. Uses multiple internal and limited external sources outside of own teams to arrive at decisions.
• Acts as a resource for colleagues with less experience. May lead small projects with low risks and resource requirements. Explains information; developing skills to bring team members to consensus around topics within field. Conveys performance expectations and may handle sensitive issues.
• Coordination with Vendors: Ensure high levels of service through effective vendor management, including regular communication, performance monitoring, and issue resolution.
• Competency Management: Demonstrate a strong sense of competency required to effectively manage service operations. This includes mapping team competencies and creating individual learning plans to foster continuous improvement and professional growth.
• Effective Service Matrix: Develop and implement an effective service matrix to monitor and improve service delivery, ensuring alignment with organizational goals and customer expectations.
  

Required Qualifications

• This role requires advanced experience in the Services & Customer Service Management. Knowledge level is comparable to a Bachelor's degree from an accredited university or college ( or a high school diploma with relevant experience).
  

Desired Characteristics

• Prior experience of managing a team.
• Strong oral and written communication skills. Demonstrated ability to analyze and resolve problems. Ability to document, plan, market, and execute programs. Established project management skills.
  

Inclusion & Diversity

Additional Information

Relocation Assistance Provided: