Regional Service Manager - East

Regional Service Manager - East

Department: Sales

Reports To: Regional Director

Amount of Travel Required: 10-25%

Positions Supervised:

M-F; 37.5 hours per week; variable schedule

Service Technician, Lead Repair Technician, Manufacturers Representatives

POSITION SUMMARY

Regional Service Manager East provides insights to Regional Director on service needs in the eastern region. Responsible for the planning, development, and execution of onsite services and inhouse repairs according to the business objectives of the company. Lead a team of service professionals in accomplishing these business objectives. Responsible for supporting customers with after sales service needs for site and inhouse needs fostering customer satisfaction and loyalty while growing Regional Service results.

ESSENTIAL FUNCTIONS

Reasonable Accommodations Statement

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. Reasonable accommodations may be made to enable qualified individuals with disabilities to perform the essential functions.

Essential Functions Statement(s)

• Deploy strategies supporting the company’s business objectives to meet Regional Service quotas
• Adhere to and manage an approved budget
• Recruit, mentor, train and develop the service team; nurture an environment where they can excel through encouragement and empowerment
• Plan, schedule and dispatch technicians to best support customer requirement with appropriate resources
• Improve the customer service experience, create engaged customers, and facilitate growth
• Identify internal issues and aid in the creation of service procedures, policies aligned with Aerzen Regional and Global directives.
• Analyze data to provide insights to regional management to improve company results and support business decisions.
• Be informed of regionally specific market developments and work with Regional Director to adjust strategies
• Review and approve service quotes and contracts
• Manage and maintain third-party vendor relationships
• QHSE responsibility for the region
• Represent Aerzen Canada at required regional and global service meetings
• Be a technical resource for Aerzen products

POSITION QUALIFICATIONS

Competency Statement(s)

General Competencies - Competencies for All Jobs:

• Continuous Improvement - Looks for opportunities to increase knowledge, works to increase responsibility, strives to achieve personal goals, and provides ongoing and increasing value to the organization.
• Commitment to Safety – Understands, encourages, and carries out the principles of the Aerzen Canada Health and Safety Program. Raises awareness of safety issues to fellow employees and brings immediate attention to safety concerns. Completes all required safety training. Takes personal responsibility for safety.
• Data Management & Integrity - Updates relevant databases, programs, worksheets, or other business tools with timely and accurate information; creates an environment where other people in the organization can rely on the available information.
• Flexibility - Adapts to change, open to new ideas and responsibilities.
• Global Perspective - Recognizes and address issues that are outside our national perspective. Issues are viewed without any set biases or limitations. Has global experience: considers problems and opportunities from a global perspective. Culturally aware and demonstrates ability to conduct business. Actively seeks cooperation with counterparts at the Parent Company and in Sister Companies. Shares experience with them. Strives to raise the level of knowledge and experience throughout the Aerzen group.
• Lean Thinking - Understands and embraces lean work concepts and looks for ways to improve work processes for the team as a whole.
• Personal Credibility - Demonstrates and is perceived to be responsible, reliable, and trustworthy. Does what he/she commits to doing. Carries his/her fair share of the work load. Takes responsibility for own mistakes; does not blame others.
• Self Confidence - Is confident of own ability to accomplish goals. Approaches challenging tasks with a positive attitude. Faith in one's own ideas and ability to be successful; willingness to take an independent position in the face of opposition.
• Stakeholder Orientation - Makes decisions with all stakeholders in mind: customers, employees, shareholders, vendors, and the community.

Job Specific Competencies - Competencies directly related to job:

• Analytical Thinking - Ability to use thinking and reasoning to solve a problem.
• Attention to Communication - Ensures that others involved in a project or effort are kept informed about developments and plans. Keeps the team informed about progress and problems; avoids surprises. Uses multiple channels or means to communicate important messages. Shares ideas and information with others who might find them useful.
• Building Collaborative Relationships - Develop, maintain, and strengthen partnerships with others inside or outside of the organization. Shows an interest in what others have to say; acknowledges their perspectives and ideas.
• Business Acumen - Ability to perform with insight, acuteness, and intelligence in the areas of commerce and/or industry. Make decisions and act in situations in which there is not enough information to be certain of outcome or implications of the decision. Actively seeks accountability and measures performance. Directs resources towards profit and revenue growth opportunities. Engages in cross-functional dialogue and decision-making.
• Conceptual Thinking - Finding effective solutions by taking a holistic, abstract, or theoretical perspective. Quickly identifies the central or underlying issues in a complex situation. Applies a theoretical framework to understand a specific situation. Notices similarities between different and apparently unrelated situations. Creates a graphic diagram showing a systems view of a situation.
• Customer Orientation - Lives the business mission: working to serve our customers and business partners in a trustworthy and reliable manner. Quickly and effectively solves customer problems. Talks to customers (internal or external) to find out what they want and how satisfied they are with what they are getting. Let customers know he/she is willing to work with them to meet their needs.
• Forward Thinking - Anticipating the implications and consequences of situations and taking appropriate action to be prepared for possible contingencies. Anticipates possible problems and develops contingency plans in advance. Notices trends in the industry or marketplace and develops plans to prepare for opportunities or problems.
• Influencing Others - The ability to gain others' support for ideas, proposals, projects, and solutions. Presents arguments that address others' most important concerns and issues and looks for win-win solutions. Identifies and proposes solutions that benefit all parties involved in a situation. Structures situations (e.g., the setting, persons present, sequence of events) to create a desired impact and to maximize the chances of a favorable outcome. Accurately anticipates the implications of events or decisions for various stakeholders in the organization and plans strategy accordingly.
• Information Gathering - Identifying the information needed to clarify a situation, seeking that information from appropriate sources, and using skillful questioning to draw out the information when others are reluctant to disclose it. Gets more complete and accurate information by checking multiple sources. Asks questions to clarify a situation. Seeks the perspective of everyone involved in a situation.
• Negotiation - Works with customers to ensure acceptable terms: payment and pre-payments. Works with vendors to achieve acceptable pricing and payment terms. Operates in way that seeks to achieve mutual benefit for all stakeholders in a given transaction.
• Strategic Thinking - Works to establish and articulate a vision for a process, product, or business opportunity.
• Stress Management - Ability to keep functioning effectively when under pressure and maintain self-control in the face of hostility or provocation. Can effectively handle several problems, tasks at once.
• Impulse Control - Controls his/her response when criticized, attacked, or provoked. Manages own behavior to prevent or reduce feelings of stress.
• Thoroughness - Ensuring one's own and other's work and information are complete and accurate. Sets up procedures to ensure high quality of work. Monitors the quality of work. Carefully reviews and checks the accuracy of information in own and others work.
• Analytical Skills: Performs analysis on complex systems, to identify root cause to faults

SKILLS & ABILITIES

Experience : Five years related experience

Language: Bilingual French and English, written and spoken

Computer Skills

Ability to easily navigate multiple software and internet applications, proficient in MS Office programs, basic data entry skills

Certificates & Licenses

Valid driver’s license, valid passport

Other Requirements

-Related work experience must include customer contact and mechanical repair, rotating equipment preferred.

PHYSICAL DEMANDS

Other Physical Requirements

Vision (Near, Depth Perception)

Sense of Touch

Ability to wear Personal Protective Equipment (PPE) (safety glasses, steel-toed shoes)

WORK ENVIRONMENT

Primarily office environment. Work sites determined by customers' operations; often in a plant environment. Environment may or may not be controlled for temperature, noise, dirt, hazardous materials, etc. Customer work rules and safety precautions prevail while at customer worksite. In-house work is in an environmentally-friendly shop, warehouse and office location

Job Type: Full-time

Salary: From $80,000.00 per year

Benefits:

• Casual dress
• Company events
• Dental care
• Extended health care
• Flexible schedule
• Life insurance
• On-site parking
• Paid time off
• Profit sharing
• RRSP match
• Vision care

Schedule:

• Monday to Friday

Supplemental pay types:

• Bonus pay

Experience:

• Service team management: 5 years (preferred)

Work Location: In person