Field Service Area Manager

Apply by eMail:do_not_reply@invalidemail.com

Description:
FIELD SERVICE AREA MANAGER

This is a newly created position. Candidates must reside in the central portion of California.


Position Summary:

The Field Service Area Manager is responsible for managing a dedicated group of field service engineers in a geographical defined service area. This position is responsible for developing both Wincor Nixdorf Engineers and high quality contract solutions to deliver ever improving service to meet our customer needs. This position is also responsible for controlling costs and providing continuous cost improvements.
Position Responsibilities:
Work closely with Human Resource Department to hire, develop and guide high quality field engineers
 Identifies and develops Contractor solutions to support low density areas
Responsible for providing ever improving 1st time fix percentage, through analysis of data and clear resolution plans for under performing units
Accountable to provide effective and efficient Engineer coverage to meet customer requirements
Work closely with Dispatch Manager to resolve any potential coverage issues
Create Engineer work schedules that provide a healthy proportion and pattern of work and free time
Ensure that Engineers have required level of training, parts inventory and documentation to meet customer expectations
Control and seeks to reduce costs without affecting service delivery. Ensures compliance with spending policies through approval of TEAs and Field Expense forms.
Understands and reports appointed daily, weekly and monthly regional performance metrics accurately and on time
Ensure customer satisfaction in coordination with Account Manager during chronic machine issues by providing resolution plan, monitoring of progress and closing out once corrective action is proved to be effective
Proactively escalates customer issues that cannot be resolved to the Director of Field Services
Respond to customer escalations quickly and follows through to confirm resolution
Responsible for timely and accurate completion of all administrative reports as defined by management
Regularly visit and evaluate Field Engineers against expected performance standards. Sets clear personal improvement goals and uses corrective and disciplinary action when necessary.
Always projects a positive attitude to Field Service Engineers, customers and other Wincor-Nixdorf employees
Owns, supports and drives company initiatives
Attend and present at Customer locations when required
Drives safely at all times and obeys all traffic laws and regulations
Responsible for following the Policies relating to the integrity and security of company vehicle, tools, equipment, proprietary software and proper documentation
Participate in formal and informal training programs to increase skill and expertise

Role Qualifications:
High School Diploma or equivalent required 
Minimum 5 years experience in Field service management preferably with the ATM industry
Communicate effectively with internal and external customers, both verbally and in writing
Exemplify strong team building, interpersonal, and leadership skills
Analyze data to effectively respond to negative and positive trends
General understanding of P & L statements and the ability to control costs within an established budget
Intermediate computer skills in (Word, Excel, PowerPoint, and Outlook)
  Physical Demands and Work Environment: The physical demands and work environment characteristics 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.
Physical Demands: While performing duties of job, employee is occasionally required to stand; walk; sit; use hands to finger, handle, or feel objects, tools, or controls; reach with hands and arms; talk and hear. Employee must occasionally lift and/or move up to 25 pounds. Specific vision abilities required by the job include close vision, distance vision, color vision, peripheral vision, depth perception and the ability to adjust focus.
Work Environment: The noise level in the work environment is usually moderate.
 
About Wincor Nixdorf Wincor Nixdorf is one of the world's leading suppliers of IT solutions to the retail and banking industries. The company's extensive portfolio, consisting of hardware products, software, consulting, maintenance and other services, is aimed at reducing the cost and complexity of business processes while improving customer service. Wincor Nixdorf is the world's third largest supplier of POS systems and automated teller machines and the number one supplier of POS systems in Europe (source: Clarendon Report, April 2005). With more than 8,000 employees and net sales of more than $3 billion last fiscal year (as of September 30, 2007) Wincor Nixdorf operates in over 90 countries with manufacturing plants in Germany, China and Singapore. Worldwide headquarters are in Paderborn, Germany and North American headquarters are in Austin, Texas. For more information, visit www.wincor-nixdorf.com/usa.

Apply by eMail:do_not_reply@invalidemail.com

Job Created: Fri Oct 30 2009 07:20:19 AM
Last Modified: Sat Nov 21 2009 07:19:26 AM