Regional Manager of Field Service
4 weeks ago
About Us:
At Luminator Technology Group, we are committed to delivering top-notch service and innovative solutions to our clients. With a reputation for excellence and a culture that values teamwork, innovation, and customer satisfaction, we are expanding our field service operations and are looking for talented individuals to lead our regional teams.
Based in Plano, Texas with a global presence, Luminator fosters a collaborative work environment that encourages creativity, personal growth, and professional development. We offer a competitive total compensation package, a generous vacation and sick leave plan, plus 10 paid company holidays, and 2 floating holidays. With a commitment to excellence, our company offers the opportunity to make a meaningful impact in a vibrant and supportive workplace, ensuring your career flourishes as our organization grows
About the Role:
As a Regional Manager of Field Service, you will oversee and manage field service operations within the Eastern Region. You will be responsible for ensuring high-quality service delivery, optimizing operations, and leading a team of dedicated field service technicians. This role requires a strategic thinker with strong leadership skills and a deep understanding of field service operations.
This role must be based in an East Coast or Central time zone. One of the following areas preferred: New York, New Jersey, Washington, DC.
Key Responsibilities:
- Leadership & Management:
- Lead and inspire a team of field service technicians, fostering a culture of excellence and continuous improvement.
- Manage direct reports, including hiring, training, performance management, and coaching.
- Conduct regular field visits to review FSTs work habits and customer interactions.
- Organize resources efficiently for maximum productivity and job enrichment.
- Operational Excellence:
- Ensure efficient and effective field service operations, including scheduling, resource allocation, and process optimization.
- Monitor and manage parts consumption and departmental expenses for maximum service profitability.
- Develop and manage the regional field service budget, ensuring cost-effective operations.
- Ensure achievement of service goals such as cost control, mean time between failure, and response time.
- Customer Experience Enhancement:
- Maintain high levels of customer satisfaction through proactive problem-solving and exceptional service delivery.
- Address and resolve customer inquiries and complaints promptly.
- Oversee instrument installation, maintenance, calibration, troubleshooting, and repair of equipment.
- Safety and Compliance:
- Champion safety as a top priority, including conducting safety training and ensuring compliance with all safety policies.
- Develop and communicate specific safety policies and procedures relevant to field service.
- Financial and Project Management:
- Oversee the financial aspects of the field service team, including budgeting and expense management.
- Lead large-scale internal and customer projects from conceptual stages through completion, ensuring adherence to budgets and schedules.
- Provide input on technician labor billing rates and parts/equipment markup.
- Training and Performance Management:
- Oversee training and development to enhance team skills and performance.
- Conduct regular coaching sessions and performance reviews.
- Develop and deliver internal training programs.
- Administrative Responsibilities:
- Assist in data collection and analysis for continuous improvement of departmental objectives.
- Ensure adherence to quality and regulatory requirements in documentation and operations.
- On-Call Support and Additional Duties:
- Provide assistance for on-call support rotation, including emergency service scheduling.
- Perform other duties as required based on departmental or company needs.
Qualifications:
Education:
- Bachelor's degree in Business Administration, Engineering, Electrical/Electronic, Mechanical, Mechatronics, Sustainable Manufacturing, or Industrial Engineering, or a related field. Advanced degree preferred.
- Minimum of 5 years in a field service organization with at least 3 years leading a field service team or in a high-paced customer-focused organization.
- Minimum of six years of related experience, including two years in field service management.
- Strong leadership, communication, and organizational skills.
- Proficiency in using field service management software and other relevant tools.
- Exceptional organization, time management, and strategic planning skills.
- Customer relationship management skills required.
- Ability to exercise discretion and independent judgment while overseeing the field service work and their successful completion of work orders as they relate to troubleshooting down or underperforming systems.
- Skilled in creating and delivering presentations to customers and executives.
- Persuasive communicator with strong oral and written skills.
- Strong judgment and decision-making skills.
- Adept at working through complex cross-functional challenges and dealing with ambiguity.
- Excellent time management skills and ability to manage multiple projects simultaneously.
- Ability to work effectively with cross-functional teams.
Other Requirements:
- Clean DMV record and valid Driver's License.
- OSHA training or certification is a plus.
- Willingness to travel within the region as required.
- Strong business acumen.
- Driven self-starter with a sense of urgency and customer focus.
Join us in shaping the future of transit technology and making a meaningful impact on the way people travel. If you're ready to take on this exciting challenge, apply now and let's innovate together
Luminator Technology Group intends to provide a safe and drug-free work environment for our customers and our employees. As a condition of employment Luminator Technology Group will require a negative drug screen during the pre-employment process due to working on or with federal contracts.
It is the policy of Luminator to ensure equal employment opportunity without discrimination or harassment on the basis of race, color, religion, sex, sexual orientation, gender identity or expression, age, disability, marital status, citizenship, national origin, genetic information, or any other characteristic protected by law. Luminator prohibits any such discrimination or harassment.
The above described responsibilities and requirements are a general guide for the role you are applying for and are not all inclusive of the job requirements.
Luminator Technology Group does not accept staffing agency candidates for our postings.
All positions posted are required to be in office unless otherwise posted.
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