Job Description

• The Service Manager is responsible for the customer-facing service organization and the delivery of customer service for dedicated on-site locations and field service in their region.
• This position is responsible for the direct supervision of their service team within the US Services organization, supporting operational, financial, and performance management of service technicians; adherence to technical standards and operational procedures and ensuring high levels of customer satisfaction.

CORE POSITION RESPONSIBILITIES AND EXPECTATIONS

Customer Relationship Management

• Primary BlueCrest Service contact to our customer base.
• Ensure that service expectations and commitments are met so that employee and client satisfaction is maximized.
• Support and conduct regular client meetings.
• Understand clients’ production schedules.and ensure that optimal service support is delivered enabling customers to meet their commitments.

Operational Management

• Support the delivery of Client contracted SLA's, delivering superior client experience and satisfaction.
• Ensure the upkeep of site-specific information such as maintenance records, service work orders, etc.
• Planning of preventative maintenance for all covered systems, in line with BlueCrest best practices, ensuring that PMs are scheduled with customers in advance at the required intervals.
• Control and accountability of inventory on-site and maximize efficiency of BlueCrest systems.
• Support or conduct operational review meetings with customers, documented action items, and follow up in a timely manner.
• Support Service VP and the Service Organization on projects as needed.
• Drive escalations when needed to ensure essential resources are devoted to critical issues and equipment downtime is minimized.
• Ensure that company policies and procedures are followed and communicated effectively.
• Identify any new requirements or additional services that will improve overall client productivity and performance.
• Ensure full compliance with all aspects of BlueCrest Quality Management System.
• Ensure documented operating quality procedures are in place and updated regularly.
• Drive continuous improvement initiatives and activities and support such activities as defined by the Service VP.
• Ensure that the BlueCrest Health and Safety Policy is applied in all instances and that all essential procedures are in place to cover the Health and Safety legal liabilities.
• Accountability for service region P&L, including generating chargeable revenue and control of costs.

People Management

• Operational management of a team of employees, providing motivation, highlighting training and development, coaching and counselling to deliver high levels of employee satisfaction and performance.
• Manage the contractual coverage required on designated sites to ensure that shifts are covered and manned including holiday planning and absence coverage (if contracted).
• Deliver strong employee engagement and motivation through regular communication, employee development plans and interaction with the service team resulting in high employee retention and performance.
• Oversee the recruitment and management of all staff. Responsible for the identification and development of high potential staff as well as managing effective succession planning for key positions. Responsible for resource planning, absenteeism and performance management.
• Ensure that current HR policies and procedures are always applied effectively.
• Collaborate with other service managers to ensure customer needs are met across service regions.
• Any other duties reasonably required of the position

KEY RELATIONSHIPS

Reports to Position Title: VP of Service – West Division.

Scope of Responsibility:

• Operational management responsibility for the region and its team of technicians
• Main Service point of contact for customers
• Regional travel to customer locations as required by business need
• Involvement in cross function project teams as required

Qualifications

Essential, Must-Have Qualifications

• Electro-mechanical experience
• Excellent written and verbal communication skills.
• Ability to work under demanding and restricted timelines.
• Ability to work independently with minimum supervision.
• Soft skills including effective listening, problem solving, presentation, and facilitation.
• Customer-facing, service management experience responsible for large team of service technicians and/or engineers.

Highly Desirable, Strongly Preferred Qualifications

• Financial awareness and cost control management
• Electro-mechanical experience in mail or print technology
• Demonstrable client experience enhancement
• Awareness of Continuous Improvement methodologies
• BA or BS degree in technical field or business administration
• MBA in business administration