Regional Service Mgr.

Have you ever used a self-checkout in at the grocer you frequent? Played the slots at a Las Vegas Casino? Maybe you grabbed a drink from a vending machine or paid to park your car? If you’ve answered with a resounding “YES”, then you’ve done so with the aid of one of the 10 million devices installed by Crane Payment Innovations (CPI). 

We make the technology that powers your everyday life, enabling more than 4 billion transactions every week in more than 143 currencies worldwide.  From cash and coins to cards and mobile, we keep the world of payments moving with smart validation devices and business management software.   

Headquartered in Malvern, PA, CPI is supported by: >3,000 global associates, 7 manufacturing sites, 12 corporate offices and 43 service branches. 

WHAT YOU’LL BE DOING

As a Regional Service Manager for Field Services West, you will lead a 14-state region that covers the Anchorage to Texas. The Regional Service Manager also will be responsible for the field service organization that delivers day-to-day support to our customer base. The regional service manager position is critical to providing direction, controls, and driving strategic initiatives that will allow our field technicians to deliver best-in-class service successfully and consistently to our customers.   

The Regional Service Manager will have a direct impact on CPI customers and associates and will be responsible for: 

•            Recruit, hire, direct, manage, coach and mentor service managers throughout regional territory. 

•            Drive growth, innovation and best practices in region and share best practices with colleagues. 

•            Monitor and drive performance for branch metric and revenue goals.   

•            Ensure service quality and customer satisfaction in region. 

•            Setting goals and supervising team activity. 

•            Develop succession planning and assist with development and desire career paths for the associates in the area of responsibility. 

•            Identify and implement processes and tools that increase technician productivity and efficiency. 

•            Plan and monitor day-to-day running of business to ensure smooth progress and limit customer disruptions. 

•           Evaluate overall performance by gathering, analysis and interpreting KPIs. 

•            Investigate customer complaints and manage escalation procedures. 

•            Other duties assigned as required.  

WHO WE’RE LOOKING FOR

You will bring a strong customer focus with well demonstrated success managing teams within a high-paced service delivery organization.   

Qualifications and Requirements

•           Bachelor's degree in business, technical field or equivalent experience in Service Delivery functions 

•            Minimum 10 years of experience in a service operational role, ideally within the payment solutions, financial, retail, or gaming industry 

•            A strong understanding of technical field services, including service desk, maintenance, repair, and installation services 

•            Self-motivated and results-oriented with excellent communication, analytical, and problem-solving skills 

•            Demonstrated ability to develop and maintain relationships with customers, partners, and internal stakeholders 

•            Strong business acumen. 

•            Effective communication and negotiation skills. 

•            Detail-oriented and collaborative. 

•            Strong time management discipline with ability to multi-task without losing site of bigger picture. 

•            Ability to self-direct work needs. 

•            Ability to motivate and lead individuals and teams. 

•            Strong commitment to meeting deadlines. 

•            Ability to travel domestically as required (up to 50%)  

Personal Attributes

This role requires a dynamic individual who enjoys serving our customers and has the tenacity to manage day-to-day problems while not losing the big picture. Desired attributes include: 

·        Action Oriented: You display a sense of urgency and are known for being a timely decision maker 

·        Customer Service Oriented: You possess a drive to serve your “customers” and focus on responding promptly to team and customer needs 

·        Facilitator: You are good at negotiating win-win solutions 

·        Organized: You assemble all necessary materials and information before starting a task 

·        Presentation skills: You are confident when speaking to groups and presenting information 

·        Quality written communication: Your writing is concise and descriptive, and you believe it is necessary to “overcommunicate” project status/updates 

WHAT WE’RE OFFERING

We offer an excellent compensation and benefits package, including health, dental, and vision insurance, 401(k) with employer match, and paid time off. If you are an experienced Service Operations leader with proven success in technical field services within the payment solutions, financial, retail, or related industries, then we want to hear from you. Apply today and join CPI's team of payment innovators. 

Benefits include: 

•            Flexible work environments 

•            Defined career growth plans with opportunities to go outside of your “comfort zone” 

•            Medical, dental, & vision insurance 

•            401K with Company contribution 

•            Life insurance and disability benefits