Director Of Field Service
1740 Cofrin Dr, Green Bay, WI 54302, USA
Type of Job
January 12, 2024 at 6:00:00 PM
About the job
The Director of Field Services (DFS) is responsible for leading a Nationwide team performing installation, service, and repair of ATM and air equipment. The DFS will providing direction and support for the organizations field service, training and technical services teams. The DFS is responsible for ensuring service excellence by establishing critical processes and procedures for the service division. The DFS will also work hand-in-hand with the Cash Depot operations team to ensure that all the requirements and service metrics are met on a consistent basis. Take full profit and loss (P&L) responsibility for approximately $10M.
DUTIES / RESPONSIBILITIES:
Lead a cross functional team of external field service technicians, trainers, internal technical services, and supervisors.
Supervise, direct, motivate and lead the departments team members including Team Member development; compensation issues; paid time off; assessing skills and competencies; mentoring and training to assure Team Member satisfaction and retention.
Oversees the daily workflow of the department.
Recruit and interview candidates with ability to recognize talent and make recommendations on final hiring decisions.
Build a teamwork atmosphere that ensures a high degree of Team Member satisfaction and productivity while holding individuals accountable for their actions.
Create/refine processes, identify process issues, recommend solutions, develop corrective action plans, identify operational efficiencies/deficiencies through process improvement initiatives, and promote best practices.
Ensure that changes in processes are communicated and are aligned with other functional areas of the business and in place.
Define the process for logistical planning and execution of the field service team including software and leading technology tools.
Create key performance indicators, tracks trends, and implement best practices. Report business metrics, target and define new opportunities, act as resource for sales team and customer in the area of service, savings and opportunities.
Responsible for guidelines being observed by the team for the creation of field bulletins, ticket updates, and training records.
Serve as a coach and supporter to facilitate problem solving and accomplishment of service goals.
Manage Team Member recognition to ensure the Field Service technicians are recognized for their contributions.
Conduct regular meetings with the field service technicians to show metrics results, actions.
Has accountability and budget responsibility for field service mission-critical support and infrastructure.
Ensure effective delivery of daily operations by meeting and exceeding service level agreement objectives. Ensure cases are managed, tracked, escalated, and resolved appropriately.
Ensure resources receive adequate training to support customers through an on-boarding and on-going training and certification program.
Ensure product and/or service issues are resolved in a timely manner.
Oversee management of travel and vacation schedule to ensure correct amount of staffing is available at all times to support the customer base.
Provides constructive and timely performance evaluations.
Handles discipline and coaching of Team Members in accordance with company policy.
Performs other duties as assigned by management.
REQUIREMENTS: (Education, Experience, Skills, Abilities)
Bachelor’s Degree in Business or related field.
Minimum of 5+ years of experience leading Field Service teams.
Minimum of 10+ years Management experience required.
Ability to hold staff accountable to the standards and expectations of the Field Service Handbook.
Excellent communication skills, written/verbal with internal and external contacts.
Ability to work under pressure, with a proven ability to make decisions with minimal direct supervision.
Highly effective leadership, adept at team building and experienced in change management.
Must possess the leadership and management skills to be able to lead, coach and empower a large group of Team Members along with excellent interpersonal skills to relate with Team Members at various levels off the organization.
Strong analytical and critical thinking abilities to make timely decisions while functioning in a fast-paced changing work environment.
Proven ability in leading multiple concurrent issues and prioritize staff workloads.
Team player must be able to foster a cohesive environment across all channels.
Create and maintain a positive working environment and relationship with both internal and external customers.
Ability to travel as required to fulfill the duties of the position
The physical demands described here are representative of those that must be met by Team Members to successfully perform the essential functions of the job.
While performing the duties of this job, the Team Member is regularly required to talk and hear. Required to frequently sit, stand, walk, use hands to finger, handle or feel, and reach with hands and arms.
The Team Member may occasionally be required to lift and/or move 10+ pounds; sit, stoop, bend and kneel. Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception and ability to adjust focus.
This job operates in a professional office environment. This role routinely uses standard office equipment such as computers, phones, copiers, filing cabinets and fax machines, etc.
This is a full-time position. Days and hours of work are typically between the hours of 8:00 am to 5:00 pm, Monday - Friday, occasional overtime required as needed.
Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the Team Member for this job. Duties, responsibilities and activities may change at any time with or without notice.
Are you a WINNER looking to join a WINNING TEAM?
If yes, your search is over!
$1,000 Sign-on Bonus*
*Subject to Terms and Conditions.
Cash Depot is a local family-owned, culture-driven company with a national footprint. We’re profitable and projected to double in size in the next 3-5 years.
Paid Time Off - 80 hours of PTO in your first year (eligible after 30 days)
Six paid holidays
Health, Dental, Life Insurance & STD
Annual Profit-Sharing bonuses averaging 20%-30% of annualized salary.
401-K plan with 50% matching contributions up to 6%.
Perks: Free daily coffee, milestone anniversary gifts, Christmas gifts, and fun company events throughout the year. We also offer a generous Referral bonus of $1,000 for each person you refer to join our company!!