To lead our indirect service contractors in all aspects, especially regarding service performance leadership, growth in technical proficiency, HSE, and development of partner relationships. To provide expertise and motivation in developing standard work for service excellence. To lead our direct media service & repair team, with a focus on driving operational efficiencies and process improvements. To meet and exceed customer expectations regarding our service experiences and product uptime. II. Key Responsibilities Authorized Service Contractors (ASCs) Develop relationships with ASC leadership to foster partnership, cooperation, and continuous improvement. Manage the Market Service Manager (MSM) team, providing strategic and tactical direction to ensure proper ASC coverage, capacity, and training. Develop and maintain Standard Work for ASC management, including target setting, action planning, and performance reviews. Drive, motivate, and reward ASC performance focusing on First Time Fix, Response Time, and Repair Time. Account Management Manage the Service Account Manager (SAM) team to deliver high-value services to managed maintenance customers, resolving dispatch, parts, and payment issues, and enhancing ASC performance and customer value. Oversee the Service Account Specialist (SAS) team to support strategic key accounts. Partner with GVR sales to promote service account management as a value-adding tool for business growth. Media Support Maintain operational uptime of Outcast PumpTop TV and Applause Media systems through prompt field service. Direct responsibility for Outcast PumpTop TV support team, repair team, and process improvements. Leverage synergies between Outcast PTTV and Applause media systems, encouraging prompt ASC responses to issues. III. Relationships This position reports directly to the VP of Service Operations. Internal relationships include Customer Engagement Managers, Marketing, Sales, and Quality teams. External relationships involve Authorized Service Contractors and End Users. IV. Measures of Performance Improvement in ASC performance metrics: First Time Fix, Response Time, Repair Time. Optimal ASC network coverage by region, customer, product, demand, and training. Growth in GVR margin while maintaining customer satisfaction and revenue. Media network uptime. Strengthening relationships with ASC and customers. Effective problem and opportunity identification with innovative solutions for growth and service enhancement. V. Background and Skills Bachelor’s Degree required; MBA or higher preferred. At least 2 years of team management experience, remote management experience a plus. Excellent communication skills. Knowledge of customer service principles and evaluation. Strong facilitation, conflict resolution, and problem-solving skills. VII. Personality Traits Self-motivated, disciplined, and confident decision-maker. Systems thinking and problem-solving skills. Effective at communicating and influencing external organizations. Able to achieve results through others. Leadership qualities focusing on setting direction, driving growth, and building teams. Additional Information All information will be kept confidential per EEO guidelines. #J-18808-Ljbffr Direct Staffing Inc
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