Job Details

ID #43235747
State Florida
City Stpetersburg
Full-time
Salary USD TBD TBD
Source Leidos
Showed 2022-06-18
Date 2022-06-18
Deadline 2022-08-17
Category Et cetera
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LATAM Regional Service Manager

Florida, Stpetersburg 00000 Stpetersburg USA

Vacancy expired!

Description Job Description: The Regional Service Manager is a role within the LATAM Services team with a focus on Customer Experience and delivering “best in class” service. This role l eads the service activities of the field service teams to execute the vision and direction of the service organization. The region includes a specific portion of a country, and may include several states and/or territories.The position requires strong leadership and interpersonal skills and the ability to work effectively with a diverse work staff. The individual must be capable of decisive and prudent action in the absence of direct managerial guidance.SPECIFIC DUTIES, ACTIVITIES AND RESPONSIBILITIES INCLUDE BUT ARE NOT LIMITED TO: · Manages field service teams to consistently meet or exceed performance metrics & department KPIs (response time, PM completion, call resolution and closure, mean time between critical failures, part RMA, etc). · CDR and SP oversight. · Must complete audits and insure company policy compliance. · Ensure the Leidos brand is being properly and positively supported. · Responsible for driving customer satisfaction within the territory. Works closely with other Leidos functional organizations to assist in providing robust customer solutions, while providing integral feedback of customer service requirements. · Provides leadership on and manages complex projects involving multiple technical and administrative disciplines. Drives increases in incremental revenue and identifies cost containment opportunities within the region. · Develops and manages critical account escalation procedures in collaboration with applicable service program manager(s). · Monitors and manages training and development of technical staff. Mentors field service team, identifies team members’ strengths & weaknesses, visualizes development needs and works with Leidos training department as required. Actively manages cross-training of team and schedules accordingly.

Manage direct report overtime, work schedules and ensures proper contract time charging.

Drive Efficiency and process improvement.

Build and maintain a culture of “ownership” of locations assigned.

Maintain stakeholder relationships at airports, government facilities, P&B, and commercial customers

Manage internally assigned department / Regional Key Performance Indicators (KPI)

Drive data governance within the direct team for all entries into CRM systems used in the maintaining of customer equipment

Establish clear understanding of the workflow requirements for all field service technicians (FSTs) and to set clear expectations for accurate, real-time work order updates for Aviation and P&B equipment.

Working with the LATAM Senior Director of Service Operations, develop and maintain staffing plan for area

Improve reliability of equipment through proper preventive maintenance and proactive maintenance

Works with regional “Safety Lead” to ensure that all safety protocols are adhered to.

Other duties as required.

POSITION REQUIREMENTS:Experience: Minimum of 5 years of Service/Service Management experience of a large territory. Additionally 5 years directly involved in troubleshooting, field repair or technical support activities centered on electrical and electronic systems and equipment. Proven customer relationship management experience. Excellent product familiarity and demonstrated troubleshooting and repair proficiency is required. Knowledge/Skills: Individual shall possess excellent communication and problem solving skills. Timely submission of required documentation is essential. A strong orientation for customer focus and teamwork is required. Must be responsive to all customer issues during non standard work hours such as evenings, weekends and holidays. Must be willing and able to travel at short notice. Supervises: Leads and manages a remote team of field service technicians and third party representatives within their geographical territory . Background: Must be able to pass and maintain an in-depth background check. Language: Must be bilingual in English and Spanish.PHYSICAL/MENTAL REQUIREMENTS:Possess excellent organizational, communication (verbal and written), and interpersonal skills with the ability to multi task several projects concurrently

Excellent customer management skills and the ability to handle and diffuse stressful situations

Self-motivated, reliable, and accountable individual

Possess outstanding telephone and interpersonal communication skills

WORK ENVIRONMENT:Work environment is typically considered to be a home office, corporate office or a customer site. Service will typically be rendered at airports and ports & borders and other customer sites. Additional sites may include: jails, courthouses, cruise ships or other customer locations as needed by the business. Typical travel requirement is between 50%-75% to support field service personnel and customer relationships.EDUCATION & EXPERIENCE: Requires a BA degree and 2 – 4 years of prior relevant experience or Masters with less than 2 years of prior relevant experience.Pay Range:Pay Range $60,450.00 - $93,000.00 - $125,550.00The Leidos pay range for this job level is a general guideline only and not a guarantee of compensation or salary. Additional factors considered in extending an offer include (but are not limited to) responsibilities of the job, education, experience, knowledge, skills, and abilities, as well as internal equity, alignment with market data, applicable bargaining agreement (if any), or other law. #Remote REQNUMBER: R-00087298-OTHLOC-PL-2D2611All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability or veteran status. Leidos will consider qualified applicants with criminal histories for employment in accordance with relevant Laws. Leidos is an equal opportunity employer/disability/vet.

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