Regional Service Manager MidAtlantic (NC, VA, WV, MD, D.C., DE) - Collaborative Environment

• Manage and lead the recruiting, selection, training, development, and growth of direct reports comprising of regionally dispersed Customer Service Engineers of various levels.  
• Promote and produce the sale of service contracts, upgrades, parts, and billable labor revenue to meet established business goals and guidelines.  
• Maintain proper and accurate service part inventory levels for both direct and indirect staging locations.  
• Provide exceptional customer service; ensure customer satisfaction is achieved when resolving customer/product issues and complaints.  
• Provide prompt, effective, and continuous communication with customers and internal stakeholders about service call status, ETA’s and resolution status.  
• Develop an expert level working knowledge of Corporate and Service Department procedures and policies.
• Demonstrates behavior that cultivates operational excellence by continually challenging old methods or ways of thinking and taking responsible risks to improve results; serve as a positive role model in creative thinking and in focusing on quality work.  
• Continuous training and self-development to improve and enhance service management skills and expertise.  
• Actively participate in cross-functional and external working groups with focus on business improvement, relationship building, and strategy development.  
• Partner and manage external service relationships, ensuring an aligned and seamless service experience to our customers.
• Support, develop, and implement organizational service strategies and initiatives, improving operational efficiencies, financial performance, customer experience, and team member effectiveness.  
• Create, implement, and utilize organizational metrics and key performance indicators to trend performance, manage exceptions, and demonstrate operational status.  
• Complies with all safety policies, practices, and procedures.
• Performs other duties/special projects as assigned. 

• Expert level technical background in electro-mechanical devices such as printers, kiosk/ATM devices, or equivalent experience.
• Bachelor’s degree required and/or 10-plus years of equivalent work experience in field service, IT, or similar industry.
• Certification in information technology, process improvement, or similar disciplines preferred.
• Operates within division or department policy guidelines using independent judgment in achieving assigned objectives and goals.  
• Prioritizes and handles multiple tasks simultaneously, and with limited oversight.  
• Strong computer skills and phone application skills using Microsoft Windows based programs is required.
• Self-starter and motivated to perform effectively during times of high demand, prioritizing, organizing, and delegating as necessary.  
• Ability to define problems, collect data, establish facts, and draw valid conclusions and solutions.  
• Ability to work from home with minimal supervision or guidance.  
• Must have a valid driver’s license and maintain a safe driving record.  
• Be able to travel throughout the country.  
• Be able to perform in high pressure environments.
• Home office with 10% daily travel and up to 35% overnight travel to customer sites nationally.

• SERVICE DELIVERY: Sustained, measured excellence in project & process delivery.
• COST TO SERVE: Sustained, measured excellence in delivery efficiency with expected continuous improvement.
• INNOVATION: Step changed delivery in safety, quality, and/or cost. 

• Primary language used in daily operations is English. Additional primary company languages include Spanish, French, and Dutch.
• Read and interpret documents, procedure manuals and various correspondence from both internal and external.
• Speak effectively, both individually and before groups of both external customers and/or various levels of employees within the organization. 

• Role involves management of between 15-20 direct reports across multiple geographic locations.
• Frequent travel up to 50% is required to internal company locations as well as external company / vendor locations.

• Able to take accountability and responsibility for business target delivery and decision making.
• Carry out supervisory responsibilities in accordance with the organization's policies and applicable laws. 
• Includes hiring and terminating authority. 

• Global Finance Teams.
• Peak Senior Management Team.
• Key Customer Sr. Leadership.
• Key Vendor Sr. Leadership. 

Peak Technologies provides end-to-end enterprise mobility, managed services, printing and mobile data capture solutions for performance-driven organizations focused on the optimization of supply chain and field-based business processes. Peak Technologies' in-depth industry-specific experience, state-of-the-art solutions and managed services, and exemplary customer support provide transformational business solutions and results that deliver greater ROI and outstanding value.Peak Technologies serves as a trusted business partner for some of the world's largest companies, while also supporting local and regional customers with an extensive coverage footprint throughout North America and Europe.