The Regional Service Manager plays a critical role in all activities related to the Generator Service Department. The person in this role will be responsible for timely delivery and quality of workmanship on all scheduled services. This service team member provides business critical leadership, support, and oversight to all Service Technicians and is a consistent advocate for the technicians for daily operations, training, mentoring and career development.
Reporting Relationship: This position will report to the Generator Service Operations Manager.
Primary Responsibilities:
Direct management of Generator Technicians across the upper Midwest, consisting of mentorship and coaching, transfers, promotions, disciplinary action, or termination of employment.
Complete mid-year and year-end review for Generator Service Technicians with continuous and consistent feedback on performance and corrective action.
Monitor the performance of the service technicians, providing regular feedback to each individual and management on areas for improvement and proposed solutions.
Promote a culture of safety to office and field staff while driving the compliance of safety policy and procedures.
Lead technical support efforts to the service team and clients, ensuring that all inquiries are addressed in a timely and effective manner.
Provide oversight and direction of the dispatch schedule to ensure technicians are being scheduled in accordance with their skillset, efficiency, personal schedule, hand tools, equipment, and material.
Provide after-hours support to field technicians.
Conduct daily technical review of all work orders, support Technicians, Parts Specialists, Account Managers and Dispatch based on your assessments.
Timely review and approval of technician expenses, PTO and timecards.
Provide job support for cranes, generators, or any rental needs for jobs.
Work with the Parts Manager to maintain up-to-date parts inventory and truck stock.
Report timely with the Operations Manager on job issues, margins, and job costing.
Stay up to date with industry trends and advancements and recommend changes to company policies and procedures as necessary.
Champion process improvement and development of new procedures to streamline the work order process flow, customer satisfaction and field execution.
Support Generac Sales - Project Manager on Generac installation and start-ups.
Manage the quality of workmanship and diagnosis of repairs, preventative maintenance, start-ups, and documentation of generator data collection.
Drive quality standards in the delivery of fuel cleaning services while contributing to the development and innovation of new technologies in this field.
Requirements:
Skills/Knowledge
Interpersonal - Maintains confidentiality, keeps emotions under control, approaches others tactfully, works with honesty, integrity, and ethics.
Teamwork - Balances team and individual goals, exhibits objectivity and openness to others' ideas and viewpoints, gives and welcomes feedback.
Communication - Demonstrated proficiency in verbal, written and listening skills; ability to write reports and business correspondence, and to effectively present information and respond to questions from groups of managers, clients, applicants, etc.
Client Service - Conducts self professionally, skillfully, and efficiently manage client needs, responds promptly to others at all times, and treats others with respect.
Leadership - Continually to develop ones' skills and encourages growth, strong ability to work independently, inspires and motivates others to perform successfully, ability to bring new ideas to the table.
Adherence to company policies and procedures, meet company goals and objectives.
Possess troubleshooting skills and be able to effectively operate basic shop equipment.
Must be computer literate, a Windows based environment preferred (Microsoft 365: Word, Excel, Power Point, Outlook).
Business Acumen - Understands business implications of decisions.
Effective, polished interaction with customers to gather information quickly; explain customer responsibilities in resolving issue; communicate next steps and status; and inspire confidence.
Demonstrated troubleshooting skills, cross-team collaboration, and critical thinking.
Ability to uphold and facilitate our safety policy and the documentation of safety incidents.
High attention to detail, able to problem solve logically and think critically.
Creative Problem Solving by driving innovative solutions and can thrive in ambiguity.
Qualifications
3 plus years of power generation experience is preferred.
2 plus years of leadership experience.
CRM software proficiency required.
Must have and be able to maintain a current driver's license and acceptable driving record per insurance carrier standard.
Travel and hours expectations:
25%+ travel as necessary
Office hours as required to serve all internal and external stakeholders effectively.