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Regional Service Manager

2 months ago

Salem, United States AutoStore™ Full time
Summary
As a Regional Service Manager, you will play a pivotal role in overseeing the delivery of outstanding service and support to AutoStore Partners within a designated region. This position requires a dynamic leader with a strong background in service management, a passion for customer satisfaction, and the ability to drive operational excellence across multiple service teams.
Responsibilities
  • Responsible and Accountable for all Service and Support Operations within the defined region
  • Own and regularly review the strategy for the region
  • Responsible for assisting other regions as part of a Global Department
  • Ensure Regional and Global KPI’s are tracked and achieved
  • Lead and Mentor team members within the region
  • Attend periodic Partner Service Review Meetings
  • Responsible for ensuring the region is equipped with tools and skills to service Partners effectively and in line with the departmental strategy
  • Responsible for continuous improvement of People, Processes and Technology
  • Oversee recruitment and onboarding for new hires within the region
  • Ensure regular 1-1 meetings with direct reports
  • Host regular regional team meetings
  • Manage regional escalation and ensure relevant AutoStore stakeholders are kept updated
  • Establish and maintain a trusted relationship with senior and key stakeholders internally and externally
  • Work closely with Sales Teams, R&D and other departments to ensure Service and Support readiness and provide feedback from the department
  • Own training delivery in the region in line with The AutoStore Academy
  • Accountable for expense control and warranty approval within the region
Skills
  • Strong Team Management and Leadership
  • Customer and Partner Centric Approach
  • Analytical approach and attention to detail
  • Understanding of core AutoStore Technology and Products
  • Continuous improvement mindset
  • Results driven
  • Excellent communication skills both verbal and written
  • Ability to work under pressure and to deadlines
  • Proactive and Preventative approach
  • Able to travel to AutoStore or Partner/Customer locations as necessary
Qualifications
  • +6 years’ experience in the Support Leadership Role
  • Must be able to relocate or commute to the Salem, NH area
  • Able to demonstrate best practice thinking and expertise
  • ITILv4 or familiarity with similar process methodologies
  • Ideally College or University Educated in a relevant field
  • Knowledge of Analytical Tools for KPI Tracking
  • Knowledge of Case Tracking Tools
What we offer
  • Competitive benefits including employer paid healthcare options
  • Flexible time off – we want to give you the time back for a proper work life balance
  • HAS contributions
  • Excellent 401K matching
Recruitment Agencies
  • AutoStore does not accept agency resumes. Please do not forward resumes to our jobs alias or AutoStore employees. AutoStore is not responsible for any fees related to unsolicited resumes.