Director of Services - West

Company: Scheidt & Bachmann USA Inc
Location: Phoenix
Posted on: May 28, 2023

Job Description:

Get to Know Us!Creating new transit solutions for a better tomorrow: Scheidt & Bachmann is an international technology provider, delivering system solutions for Fare Collection, Parking, Signaling and Fuel Retailing across the globe. Being a family business, we think in generations. Advancing mobility is our ambition. Are you ready to join us on this journey?The Regional Services Director, Western Region, is responsible for leading a team of hardware and software support experts that provide services to all Western Region-based customers. This includes leading a team of Services Managers and Technicians who provide field-based support to customers in the areas of on-site installations, upgrades, device software deployment and maintenance, hardware remedial activities and preventive maintenance for Fare Collection devices. This Director will have resources based in Arizona with other potential locations added over time. The Regional Services Director provides technical guidance and direction to team members including training, coaching and mentoring to deliver the highest levels of customer service and satisfaction. Lead Field Services Team in responding to all customer requirements and problems, including:

• Working with Field Services Technicians to deliver the most effective level of field-based support to customers
• Installing and setting up equipment and components
• Performing site inspections of installations
• Providing commissioning support both pre-installation and post-installation
• Supervising, participating in and reporting on tests performed in the field
• Providing remedial and preventive maintenance support during warranty and post-warranty
• Working with teams on the coordination and scheduling of preventive and life-cycle management services
• Ensuring an adequate supply of local spare parts to meet customers' contractual service requirementsSetting priority for Software Support Team in providing incident management and mitigation support to customer problems, including:
  • Working with the Software Market Team lead to ensure effective remote support for customers utilizing a team of resources located in the US, Germany and Slovakia
  • Coordinating team to provide all software related training activities both internally as well as for customers
  • Coordinating with Account Managers to meet with existing and prospective customers to pursue future service sales opportunities and establish relationships
  • Providing warranty and post-warranty support to contract and non-contract customersBuild and develop the Western Regional Services teams, including:
    • Providing training and support for customer staff as required
    • Developing, maintaining and adhering to required process and procedural documentation
    • Managing team work schedule to provide required on-site and on-call support
    • Evaluating the overall performance of services resources and make adjustments as required
    • Prioritizing amongst multiple customers to make sure that many critical and often parallel activities are handled efficiently and effectively
    • Work shifts may include nights, weekends and holidaysPlan and ensure the availability of resources needed for effective operation of the Software Support and Field Services team, including:
      • Recruiting and hiring staff, acquiring capital equipment and planning/coordinating appropriate resources
      • Establishing individual performance goals and priorities; reviewing performance against goal
      • Planning, approving and implementing programs for the timely development and progress of each individualManages and optimizes the regional services budget as appropriate including:
        • Monitoring on call and overtime activities and utilization of services resources to best support all required customer activities
        • Ensuring proper adherence to stated policies and use of company resourcesSeeks new business opportunities including:
          • Work toward obtaining additional service contracts with existing and new customers
          • Communicate with the Sales department regarding SLA negotiationsAttend customer meetings as required:
            • Addressing concerns regarding service delivery issues
            • Creating and communicating remediation plans to resolve issues
            • Developing collaborative teamwork within the team as well as with other functional experts and resources who are tasked to deliver components required to resolve customers' service issues
            • Defining the responsibility area / boundaries for the Services team so that roles and responsibilities are clear and unambiguously assigned. Providing or arranging for training and continuing education support for staff
            • Suggesting and influencing the formulation and implementation of effective Service policies and procedures to drive continuous improvement in the organization
            • Monitoring new product development schedules within the company and adjusting the operation and/or resources required to meet the increased workload associated with supporting these new productsContributes to team effort:
              • welcoming new and different work requirements
              • exploring new opportunities to add value to the organization
              • helping others accomplish related job results as and where needed

Keywords: Scheidt & Bachmann USA Inc, Phoenix , Director of Services - West, Executive , Phoenix, Arizona