Regional Service Manager

Cash Depot is the largest independent provider in the United States specializing in retail cash management, consumer financial services, ATM solutions, and air/vac systems. An award-winning provider of financial technology, equipment, and services since 1983, we are supported by more than 270 operational employees and 160 nationwide service technicians. Our team is dedicated to meeting our partners’ needs through top-rated customer service, innovative technology and applications, durable equipment, and dependable on-site maintenance.

JOB SUMMARY:

The Regional Service Manager will be responsible for strong regional leadership that engages in direct line management with the field service technicians and overall service level of the assigned region. The Regional Service Manager manages, oversees, and is accountable for the technician performance and implements best in class service to our customers.

FIELD SERVICE MANAGER RESPONSIBILITIES:

• Recruits, interviews, hires and trains new staff
• Responsible for technician performance and metrics
• Review workflows and work orders to verify quality and policy and procedural adherence
• Assists multiple departments with service-related issues, questions, or requests
• Handles discipline and coaching of Team Members in accordance with company policy.
• Schedule and approve PTO or other time off needed and assign area coverage for service gaps.
• Project management or reporting of metrics and progress

ESSENTIAL FUNCTIONS / DUTIES & RESPONSIBILITIES:

• Aligns the team goals and objectives with policies, goals and business objectives in a way that maximizes the overall customer experience. Establish common, customer-focused metrics that align with exceeding goals and increasing achievement results.
• Ensure effective delivery of daily operations by meeting and exceeding service level agreement objectives. Ensure work orders and projects are managed, tracked, escalated, and resolved appropriately.
• Ensure employees receive adequate training to support customers through an on-boarding and on-going training and certification program.
• Assist dispatch and dispatch supervisor in service coverage and issues as needed
• Assist other departments with service-related questions and issues
• Serves as emergency escalation contact for customer, Controllers, Field Service Technician.
• Escalates service issues as needed and responsible with the technical support manager to ensure that technical and product issues are resolved in a timely manner and according to established guidelines.
• Oversee travel and vacation schedule to ensure correct amount of staffing is always available to support the needs in the field
• Provide support of quality review meetings with team to determine what issues need root cause solutions.
• Provide support during meetings with customers concerning opened cases with dispatch, Field Service Technicians and Technical Support.
• Responsible for guidelines being observed by the team for the creation of field bulletins, ticket updates and training records.
• Sustains relationships with senior decision-makers, both internal and external.
• Manage team metrics, execute continuous improvement, and change initiatives.
• Conduct quarterly and annually feedback to each employee.
• Coordinate activities with other management personnel or departments as required.
• Identify and recommend efficiency and morale improvements.
• Operate as a team player and help to unify the team.
• Any other tasks assigned by management

REQUIREMENTS: (Education, Experience, Skills, Abilities)

• Valid driver’s license, clean driving record and ability to be insured through Company’s risk insurer.
• 2+ years of experience in Field Service or ATM experience preferred
• Ability to travel when needed.
• Previous leadership, supervisory experience preferred.
• Ability to lead, coach and develop a team.
• Ability to work in a safe manner when lifting ATMs.
• Ability to execute and manage the expectations of the Field Service Handbook.
• Excellent communication skills, written/verbal with internal and external contacts.
• Proven ability to be organized, detailed, multi-tasker, critical thinker, accurate, thorough and a problem-solver.
• Ability to adapt to change in the workplace or assignment of duties.

Join a company where your contributions directly pay off.
We believe in sharing success with our employees, which is why our benefits are designed to invest in you—now and in the future:

• Generous Profit‑Sharing Bonus — share directly in the company’s success and reap the rewards of what we build together
• Competitive Medical, Dental & Vision coverage
• Company‑paid Life Insurance & Short‑Term Disability
• Paid Holidays and PTO
• Medical Deductible Reimbursement & Wellness Benefit Programs
• 401(k) with Company Match

PHYSICAL REQUIREMENTS:

The physical demands described here are representative of those that must be met by Team Members to successfully perform the essential functions of the job.

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions of this job.

While performing the duties of this job, the Team Member is regularly required to talk and hear. Required to frequently sit, stand, walk, stoop, use hands to finger, handle or feel, and reach with hands and arms. The Team Member is also required to perform frequent repetitive hand and wrist motion, including keyboarding.

The Team Member may occasionally be required to lift and/or move office materials and supplies, typically up to 25 pounds. Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception and the ability to adjust focus.

WORK ENVIRONMENT:

This job operates in a professional office environment. This role routinely uses standard office equipment such as computers, phones, copiers, filing cabinets, and other office equipment.

This is a full-time position. Days and hours of work are Monday through Friday, 7:00 am to 4:00 pm for East coast, or 8:00 AM to 5:00 PM for central or west coast, with occasional overtime as business needs require. Required to work nights and weekends as needed.

EQUAL EMPLOYMENT OPPORTUNITY (EEO) STATEMENT:

Cash Depot provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state, or local laws.

OTHER DUTIES:

This job description is not intended to be an exhaustive list of all duties, responsibilities, or activities required for this role. Duties, responsibilities, and activities may change at any time with or without notice to meet the ongoing needs of the organization.