District Service Manager

This is a fully remote position, open to applicants in New York.

📋 Description

• Accountable for fostering a positive, motivating, and enjoyable work environment for field technicians.

• Diligently tracks SLA performance, weekly installations, technician availability for time off/on-call status, overdue account receivables, contract renewals, and all special projects for the district on a weekly and monthly basis.

• Staffing: Consistently strive to maintain full staffing levels of high-quality field service technicians in the region.

• Training and Development: Identify and schedule training and development initiatives to ensure field service technicians acquire and uphold the necessary skills for success within the organization.

• Team Leadership: Mentor and advise, train on customer interaction skills, and assess the career aspirations of field service technicians; seek input from RSVP regarding all personnel decisions related to Field Technicians before finalizing HR decisions (e.g., recruiting, hiring, performance evaluations, compensation recommendations, terminations, etc.).

• Company Policy Management: Have a thorough understanding of and enforce company policies and procedures; ensure team members adhere to established procedures and schedules.

• Effectively oversees technician productivity, overtime usage, management dashboards, and parts consumption to help minimize costs for the region.

• Customer Satisfaction and Retention: Implement a proactive retention strategy and complaint resolution plan, meet or surpass all customer commitments, manage installations and training, and encourage avoidance of unnecessary service calls.

• Sales Support: Collaborate as a team to deliver customer solutions, including pre-sales assistance, post-sales implementation support, and communication of customer feedback.

• Financial Responsibilities: Meet projected revenues and margins, exercise expense control, manage spare parts, ensure appropriate technician vehicle stock levels, balance workloads, and deliver/achieve contract service levels.

• Company Vehicle Program: Ensure compliance with maintenance schedules, control vehicle expenses, and adhere to accident prevention protocols.

• Safety: Guarantee that team members follow safety guidelines, regularly communicate formal and informal safety messages, and conduct proper reporting and assessment for any job site accidents (for injury or property damage).

• Provide on-call and after-hours support as necessary.

⛳️ Requirements

• Associate’s degree preferred, with 6+ years of relevant experience.

• Preferred three years of experience in managing field service teams and as a front-line supervisor (management experience in electro-mechanical equipment services is a plus).

• Willingness and ability to travel up to 50% (approximately 3 days per week) within the designated region.

• Must possess a valid driver’s license.

• Must reside within the territory to effectively manage the team.

• Strong leadership and decision-making abilities.

• Capability for strategic planning.

• Excellent interpersonal, self-motivational, and negotiation skills.

• Outstanding verbal and written communication abilities.

• Basic understanding of technical documentation.

• Capacity to communicate across all levels, functions, and regions.

• Dedication to customer satisfaction and retention.

• Previous experience in the cash handling equipment industry or financial sector is preferred.

• Exceptional organizational skills.

• A customer-focused mindset and a strong commitment to customer retention.

• Ability to seek the most effective and efficient operational methods.

• Personal ownership and accountability for service delivery and results.

• Facilitate communication and local alignment of corporate objectives and priorities.

• Ability to identify and act upon key business drivers and success factors for individual territories and regions.

🏝️ Benefits

• 401(k) Retirement Plan with Fidelity – 2.5% base contribution provided by Glory toward your retirement even if you do not participate.

• Glory matches 3% up to 6% of your contributions.

• Health insurance – choose from 3 medical plans: High, Medium, and Low deductible through Blue Cross Blue Shield.

• MDLive – 24/7 access to a virtual doctor and a Nurse Line.

• Dental insurance.

• Vision insurance.

• FSA / Dependent Care.

• Voluntary Life Insurance.

• Basic Life insurance and AD&D – company paid.

• Short Term Disability / Long Term Disability / Employee Assistance Program – company paid.

• Paid Vacation – start with a prorated number of hours in your first year based on your start date, earning 80 vacation hours in your first full year, with vacation hours increasing according to years of service.

• Paid Sick Days based on City/State regulations.

• Paid Holidays – 9 to 11 days depending on start date.

• Professional development support.

• Educational assistance.

• Adoption Assistance.

• Legal and ID Theft protection plans.

• Annual bonus opportunities.

• Opportunities for internal promotions and career growth.

• Company Vehicle/Insurance – this benefit applies only to specific positions.