About this role
ROLE PURPOSE The District Service Manager, (DSM) is responsible for managing approximately 15 - 20 Field Service Technicians, (FST) within their assigned geography. The DSM is responsible for managing daily operations, as well as being a contact for customers and their service issues. The District Service Manager will assist in establishing and implementing short-and long-term plans to grow the field service business, maximize profitability, and provide world-class service to customers. Most Districts will include targets between $5-10 million in revenue. The District Service Manager will help Glory deliver world-class Field Services by leading our technicians by managing their workload to ensure customer calls are completed in reasonable times, service level agreements are met, and customer satisfaction is high. This position will also focus on enabling employees to achieve success by partnering in their career development and job satisfaction. The District Service Manager will report to the Regional Service Vice President. This person in this position will also work closely with sales account managers to create and support opportunities to sell new equipment and services and to deliver an exceptional level of customer satisfaction. Location: The ideal candidate will live or be willing to relocate to Brooklyn, Queens, New York City, or Long Island, NY . PAY RANGE: Base Pay: $80,000 - $100,000 a year Actual pay will be adjusted based on job-related factors permitted by law, such as experience and training; education; geographic location; licensure and certifications; market factors; departmental budgets; and responsibility. Responsible for creating an environment for the field technicians that is positive, motivating and an enjoyable place to work. Effectively monitors SLA achievement, weekly installations, Technician time off/on call status, delinquent account receivables, contract renewal status, and all special projects for the District on a weekly and monthly basis. Staff: Continually work to maintain full staffing levels of high quality field service technicians in region. Training and Development: Define and schedule training and development activities to ensure field service technicians learn and maintain required skills for success within the organization. Team Leadership: coach and counsel, train on customer skills, and evaluate the career goals of field service technicians; solicit input from RSVP on all personnel decisions related to Field Technicians before making final HR decisions (i.e. recruiting, hiring, performance reviews, compensation recommendations, terminations, etc.) Company Policy Management: Possess knowledge of and administer company policies and procedures; ensure team members follow procedures and schedules. Effectively monitors: technician productivity, overtime utilization, management dashboards, and parts usage to help reduce cost for the region. Customer Satisfaction and Retention: maintain a proactive retention plan and complaint action plan, meet or exceed all customer commitments, manage installations and training, and encourage proactive service call avoidance. Sales Support: work as a team to provide customer solutions, including pre-sales support, post-sales implementation support, and customer feedback communications. Financial Responsibilities: achieve projected revenues and margins, expense control, spare parts management, proper technician vehicle stock levels, workload balancing, contract service level delivery/achievement. Company Vehicle Program: ensure maintenance schedules are met, vehicle expenses are controlled and accident prevention programs are adhered to. Safety: Ensure that team members are adhering to safety guidelines, formal and informal safety messages are regularly communicated, proper reporting and assessment is made for any job site accidents (for and injury or property damage). On-Call and after hours support, as needed.