Service Manager

2 weeks ago


Seattle, United States Parking Network BV Full time

As the Branch Service Manager at CPI, you will play a pivotal role in ensuring the satisfaction of both traditional Cummins Allison and CPI customers. Your primary focus will be on delivering a superior customer experience by championing a customer-centric approach and working closely with the Field Service Technicians to ensure timely and effective service for our diverse customer base. You will lead the recruitment, development, and management of service technicians, fostering a culture of excellence and continuous improvement over Seattle branch. In addition, you will keep a watchful eye on key performance metrics and lead efforts to improve service processes, while also resolving service escalations with a focus on long-term solutions and preventive measures. Your forward-thinking mindset will drive innovation and efficiency through the implementation of emerging technologies and best practices, ensuring that our service operations remain on the cutting edge of the industry. Key Responsibilities:

Customer Satisfaction and Service Excellence: Foster a customer-centric approach to ensure exceptional customer satisfaction for both Cummins Allison and CPI customers. Collaborate closely with the support and sales teams to provide timely and effective service to meet customer needs and to drive growth of our product and service offerings. Monitor and improve key performance metrics, such as Suspend Rate, Response Time, Bounce Rate, and Technician Utilization, to enhance service quality. Technician Management and Development: Lead the recruitment, hiring, and management of service technicians for both Cummins Allison and CPI products. Implement a forward-looking training and development program to enhance technician skills and keep them at the forefront of industry trends. Continuously mentor and support technicians to improve their performance and professional growth. Service Process Enhancement: Spearhead efforts to improve service processes and procedures, ensuring a smoother customer experience for both Cummins Allison and CPI customers. Drive innovation and efficiency through the implementation of emerging technologies and service best practices. Proactively identify opportunities for improvement and industry trends to maintain a cutting-edge service operation. Take ownership of service escalation resolution for both Cummins Allison and CPI customers, focusing on long-term solutions and preventive measures. Collaborate with cross-functional teams to address customer concerns swiftly and effectively. Ensure that the reputation of Cummins Allison as a trusted provider of cash, coin, and check processing solutions is upheld. Qualifications:

Bachelor's degree in a related field or equivalent work experience. Proven experience in service management or a related field, with a track record of achieving and exceeding performance targets. Strong leadership and interpersonal skills, with the ability to effectively manage and mentor a team of service technicians. Excellent problem-solving abilities and the capacity to resolve service escalations. Strong analytical and data-driven decision-making capabilities. Exceptional communication skills, both written and verbal. Willingness to travel within the assigned territory. WHAT WE’RE OFFERING

Flexible work environments Defined career growth plans with opportunities to go outside of your “comfort zone”. “Team Building activities that support innovation”. Generous paid time off, including sick and holiday. 401K with Company contribution Flexible spending accounts Life insurance and disability benefits Discounts for childcare Tuition assistance Community involvement and volunteering events Opportunities to travel and work at our global sites.

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