"Alerted.org

Job Description:

The Regional Service Delivery Manager, West Coast, leads our regional team of highly technical field service engineers, ensuring the delivery of exceptional service to our clients. This role involves managing team performance, driving continuous improvement in service delivery processes, and fostering a culture of excellence, collaboration, and safety. The manager is responsible for implementing and maintaining safety protocols to ensure the well-being of the team and clients during service operations.

Major Areas of Accountability

_Leadership and Team Management_

+ Provide strong leadership to a team of skilled field service engineers, guiding them to achieve their full potential.

+ Conduct regular team meetings to discuss performance, set goals, and address any challenges.

+ Implement training and development programs to enhance the technical skills and knowledge of the team.

+ Prepare comprehensive reports on team performance, highlighting key achievements and areas for improvement.

_Service Delivery Excellence_

+ Oversee the execution of service delivery plans, ensuring all customer requirements are met with the highest standards of quality and efficiency.

+ Develop and refine service delivery strategies to optimize performance and customer satisfaction.

+ Monitor and analyze service delivery metrics, identifying areas for improvement to implement corrective actions.

+ Maintain accurate and detailed documentation of service delivery processes and client interactions.

_Client Relationship Management_

+ Build and maintain strong, positive relationships with clients, acting as the primary point of contact for more complex service-related inquiries and escalations.

+ Gather and analyze client feedback to continuously improve service delivery and address any concerns promptly.

+ Ensure customer expectations are not only met but exceeded, fostering long-term partnerships.

+ Document customer interactions and feedback to inform service improvements.

_Continuous Improvement and Safety_

+ Identify opportunities for process improvements and implement best practices to enhance service delivery.

+ Collaborate with cross-functional teams to streamline operations and integrate innovative solutions.

+ Stay abreast of industry trends and advancements, incorporating relevant innovations into service delivery processes.

+ Implement and maintain safety protocols to ensure the well-being of the team and clients during service operations.

_Other duties as assigned._

Requirements

+ Bachelor's degree in a relevant field such as Mechanical/Electrical Engineering or relevant subject, or relevant and equivalent work experience.

+ Proven experience in service delivery management, preferably in a technical field.

+ Strong leadership and team management skills.

+ Excellent oral and written communication and interpersonal skills.

+ Ability to work independently, manage multiple priorities, and thrive under pressure.

+ Proficiency in service delivery software and tools.

+ Basic MS-Office computer and software skills.

+ Ability to travel domestically 30 to 70 percent of the time depending upon the region

Physical Demands

_The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions._

While performing the duties of this job, the employee is regularly required to sit; use hands to finger, handle, or feel; reach with hands and arms; and talk or hear. The employee is occasionally required to stand; walk; and stoop, kneel, crouch, or crawl. The employee must occasionally lift and/or move up to 25 pounds. Specific vision abilities required by this job include close vision, distance vision, peripheral vision, depth perception, and ability to adjust focus.

Compensation Information:

$132,000–$145,000 annually, depending on experience and qualifications. Final compensation will be determined based on skills, experience, and internal equity.