Regional Service Operations Manager

2 weeks ago

Foothill Ranch, California, United States The Ladders Full time
The Ladders is a prominent leader in the realm of career advancement and recruitment solutions, dedicated to connecting professionals with opportunities that align with their aspirations. Our commitment to innovation and excellence has established us as a trusted partner in the job market.

WHAT WE PROVIDE...

At The Ladders, we believe in fostering professional growth and development. Our comprehensive benefits package includes:
  • Competitive Salary and Incentives
  • Flexible Work Arrangements
  • Comprehensive Health Benefits including medical, dental, and vision coverage; Life and Disability Insurance; Flexible Spending Accounts.
  • Retirement Savings Plan with Employer Contributions
  • Generous Paid Time Off Policy
  • Observance of Paid Company Holidays
ROLE OVERVIEW:

The Regional Service Operations Manager plays a pivotal role in ensuring seamless collaboration across various departments, vendors, and organizational levels. This position is responsible for overseeing all facets of service operations within the designated region, including but not limited to: management of service technicians, training initiatives, quality assurance, client relations, safety protocols, communication strategies, and compliance with job standards. The Regional Service Operations Manager will report to the National Director of Service Operations.

KEY RESPONSIBILITIES:
  • Lead and ensure the effective execution of all service operations within the assigned region.
  • Act as a subject matter expert on company offerings, providing training on installation and service protocols.
  • Represent the company within the region, maintaining expertise in troubleshooting and repair of various systems.
  • Deliver technical support to service teams, customer service, sales support, and vendors; troubleshoot issues and manage training documentation.
  • Train, supervise, and develop service engineers, technicians, apprentices, and third-party service providers to ensure exceptional customer service and professionalism.
  • Oversee all service personnel within the designated region:
    1. Develop training policies and assess employee skill sets and training needs.
    2. Manage performance evaluations and ensure employee success in meeting performance objectives.
    3. Provide timely guidance and support to ensure constructive feedback is received and acted upon.
    4. Direct and manage contractors and service partners in the assigned region.
    5. Ensure compliance with all company policies and procedures.
    6. Exercise discretion and independent judgment in supervisory matters.
  • Conduct on-site evaluations to ensure adherence to company policies and consistency in service delivery.
  • Travel regularly within the assigned region to oversee installations, services, and maintenance of company products.
  • Manage daily reports to ensure timely and efficient completion of services.
  • Collaborate with vendor management to source and onboard vendors, maintaining training and quality standards.
QUALIFICATIONS:

The following qualifications are essential for this role:
  • Strong verbal communication skills; ability to effectively engage with individuals and present to groups.
  • Highly motivated, customer-focused, and self-driven.
  • Positive and inclusive demeanor.
  • Exceptional organizational skills and attention to detail.
  • Proficiency with mobile communication tools and software.
  • Familiarity with Microsoft 365 and other relevant software.
  • Ability to manage schedules, track reports, and calculate metrics accurately.
  • Capability to prioritize tasks effectively without constant supervision.
  • Experience in expense and inventory management.
  • Willingness to travel extensively.
  • Valid driver's license and insurance required.
  • Ability to manage corporate expenses responsibly.
EDUCATION AND EXPERIENCE:
  • Minimum of 5 years of experience in service management, technical services management, or a related field.
  • Experience in low voltage, electrical systems, or installation services preferred.
  • Background as a general contractor is highly desirable.
  • Proven ability to lead and develop teams effectively.
PHYSICAL REQUIREMENTS:

The physical demands of this position include:
  • Routine use of standard office equipment such as computers and telephones.
  • Ability to perform physical tasks including lifting up to 100 lbs.
  • Capability to use ladders and operate power tools.
  • Travel safely while adhering to all relevant laws.
DISCLAIMER:

This job description provides a general overview of the requirements for the position and is not intended to be exhaustive. It may be subject to change based on organizational needs.

The Ladders is an equal opportunity employer, committed to fostering a diverse workforce and an inclusive environment. We value diversity and encourage applications from candidates who can contribute to this goal.

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