Regional Manager, Field Operations

Company Name:
RCJ Consulting,LLC
The Regional Manager oversees the service activities of the local Field Service Engineers (FSE's) and Third Party Representatives within their geographical territory. Coordinates various service activities within the region e.g. new installations, repairs, preventative maintenance; with the corroboration of the Service Scheduling Team and regional Lead Field Service Engineer(s) to ensure appropriate support is maintained as required. Responsible for driving customer satisfaction within the territory with an emphasis on key customer accounts. Works directly with critical and regional members of the Sales Team to assist in providing robust customer solutions, while providing integral feedback of customer service requirements to appropriate organizations. Provide leadership on complex projects involving multiple technical and administrative disciplines. Direct supervision of the work on special projects, many of high visibility. Consistently uses their extensive experience and reasoning to develop and execute various service and business plans and schedules. Drives increases in incremental revenue. Manages and controls cost within the region. Forecasts and controls various budgets and delivery schedules on a regional and per project level. Develops and manages critical account escalation procedures in corroboration with applicable service program manager(s). Participates in the training and development of technical staff. Mentors FSE's, identifies team members' strengths & weaknesses, visualizes development needs and designs training curriculums as required. Conducts training and/or recommends outside training after applicable training availability research is performed. Actively promotes cross-training of team and schedules accordingly. Creates performance evaluations and recommends change based upon departmental need.

The position requires strong leadership and interpersonal skills and the ability to work effectively with a diverse work staff. The individual must be capable of decisive and prudent action in the absence of direct managerial guidance.


Responsible for the delivery of service needs and driving customer satisfaction within their region
Establishes and maintains a close relationship with the Sales Manager(s) within the territory to present a unified business posture
Leads a high performance team of up to 6 Lead Field Service Engineers and 30 Field Service Engineers.
Creates and manages regional operating budget. Meets and exceeds revenue and profitability targets. Controls and manages forward stocking and FSE inventories within the region.
Reviews all logs for open issues and prepares formal reports to customers and managers as necessary.
Participates in Service sales opportunities and assists with promoting/ implementing revenue programs.
Interviews, selects, trains and mentors new employees, including on-going assessments.
Possesses an intermediate level of technical knowledge on the company's products. Has the skill and flexibility to be able to switch from one product to another as needed
Travel, and work hours other than Monday-Friday may be required.
Comply with all applicable U.S. export control and security regulations
Other duties as required
Comply with and ensure department compliance with company health, safety and environmental policies

Education/Training: Associate's Degree or 5 years of related technical experience is required. Bachelors degree is preferred (technical or business field). Equivalence achieved through comparative work and life experience is acceptable. Computer literacy, competency in use of all programs within MS Office Suite and aptitude for learning specialized software programs.
Minimum of 5 years of Service/Service Management experience. Additionally 5 years directly involved in troubleshooting, field repair or technical support activities centered on electrical and electronic systems and equipment. Excellent product familiarity and demonstrated troubleshooting and repair proficiency is required. Proven customer relationship management experience.

Individual shall possess excellent communication and problem solving skills. A strong orientation for customer focus and teamwork is required. Must be responsive to all customer issues at all times. Must be willing and able to travel at short notice.
Leads and manages a significant team of field service engineers and technical staff broadly distributed geographically. Manages 4-6 Lead Field Service Engineers and their applicable teams. 20-30 representatives in total.
Background: Must be able to pass an in depth background check (vetting).
Possess excellent organizational,communication, interpersonal skills with the ability to multi task several projects concurrently.
Excellent customer management skills and the ability to handle and diffuse stressful situations.
Self-motivated, reliable, and accountable individual
Possess outstanding telephone and interpersonal communication skills
Ability to lift up to 50 lbs. unassisted

Work environment is typically considered to be off-site, wherever the customer of concern is located. Service will typically be rendered at airports, jails, courthouses, cruise ships or other customer locations as required. Work environment may also include employee's residence, customer site or other location as required.
Typical travel requirement is between 30%-50% to be in direct contact with both field service personnel and customer contacts

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