Manage the day-to-day work activities of post-sale installation, delivery, deployment and ongoing support functions for the field service organization within given territory inclusive of the people, process, systems and measures. Ensure installation, delivery and deployment services are delivered to customers in a consistent, high quality and professional manner using structured and disciplined practices to ensure stable post-sale services are consistent with company initiatives and expectations. Manage the attainment of financial targets inclusive of annual budget, gross profit and related financial metrics within area of responsibility. Ensure activities are achieved that meet corporate customer satisfaction objectives as well as internal and external SLAs.
Knowledge, Skills, Abilities
Accountability - Demonstrates an understanding of the link between one’s own job responsibilities and overall organizational goals and needs, and performs one’s job with the broader goals in mind. Looks beyond the requirements of one’s own job to offer suggestions for improvements of overall organization operations. Takes personal ownership in organization’s success.
Customer Focus - Demonstrates concern for meeting internal and external customers’ needs in a manner that provides satisfaction for the customer. Considers the impact on the external customer when taking action, setting policies or carrying out one’s own job tasks. Looks for external trends that are likely to shape the wants and needs of customers in the near future. Looks for creative approaches to providing or improving services that may increase efficiency and decrease cost.
Decision Making - Makes good decisions using a combination of analysis, knowledge, experience, and judgment. Analyzes and distinguishes core problems by looking at the symptoms. Resolves key issues behind major problems in the short term while developing and executing long term solutions.
Manages Organizational Change - Facilitates change in the workplace and understands how change affects employees. Effectively manages change within the organization. Facilitates improved communication across the organization.
Results Focused - Demonstrates concern for achieving or surpassing results against an internal or external standard of excellence, shows a passion for improving the delivery of services with a commitment to continuous improvement. Sets and maintains high performance standards for self and others that support organization’s strategic plan.
This position will supervise field service technicians; may supervise managers.