UBEO Business Services, the premier provider of business technology products and services, is seeking to hire an Area Director Field Services in San Antonio, TX.
UBEO is a distributor/servicer of document equipment and software solutions. Primary products include Xerox, Ricoh, Canon and Konica Minolta multi-functional equipment and Kyocera printers. UBEO specializes in electronic document management software and integrations.
The primary responsibilities of this position is as follows:
Department: Service
Reports To: Central Region Vice President
FLSA Status: Full-time/Exempt
Purpose
Responsible for profitable delivery of field service to our end-user customers. Must foster and create a customer-first culture, providing leadership, operational management, and exceptional customer service. Responsible for performance management, motivating, coaching, development, and advising the Area Service Leadership, leading the team to achieve maximum levels of customer satisfaction and financial performance. Responsible for business plan development and attainment delivering short- and long-term objectives.
Supervision
Minimum
Responsibilities
- Responsible for all financial performance in the area related to aftermarket revenue and profit. This includes all branch locations within the area using data analytics to drive improved performance
- Provides leadership and operational direction to the area service management
- Works with other functions as required to impact financial results: such as meter collection for billing, parts management with supply chain, pricing exception when required working with sales
- Responsible for providing operational leadership which impacts field service metrics: customer satisfaction, incomplete for parts, callbacks, response time. MIF per tech, copies per technician, manpower efficiencies and technician profitability
- Responsible for all financial performance: service revenue growth, aftermarket gross profit, aftermarket contribution, with a specific focus on revenue growth, part cost, supply cost, labor cost, and inventory management and obsolescence
- Responsible for maintaining service manpower requirements, management span of control, and employee turnover. Must create an effective recruiting process to help maintain service levels within the region
- Owns workforce transformation in the area and branches managing through retirements and creating an appropriately skilled workforce of the future
- Responsible for driving efficiency using technology and pushing information to consumers versus pulling
- Responsible for training and development of all service personnel
- Responsible for customer retention
- Creates programs and processes that motivates service organization to deliver profitable delivery of excellent customer service
- Responsible for delivery of supply chain functions: delivering equipment, parts, and supplies in a cost-efficient manner to both internal and external customers
- Responsible for timely efficient machine set up and installation processes for all area teams
- Serves as the area sponsor for a wide array of service initiatives
- As a member of the area leadership team contributes to the area’s overall success including Sales,
- Service, and all operational performance
- Participates with region and corporate leadership to create and administer compensation and rewards systems that drive performance through recognition and compensation strategies
- Responsible to make sure business conducted within the area is of the highest ethical and professional standards with a zero tolerance on theft and falsifying of company records
- Serves as a role model always maintaining a positive attitude and setting the example for others to follow
- Works with Region and Corporate to create and administer policies, procedures, processes, career path, performance standards review programs, etc.
- Responsible for all communication to all the area and branch personnel within the area including frequent leadership meetings, field team meetings, and employee raps
- Works with Area Sales providing reports on over and underutilized equipment, unprofitable equipment, and machines with excessive service calls to help drive growth and continual profit improvement. Work with Sales on proactive customer profitability
- Works with Sales and directs business mix to verticals to drive higher profitability
- Other duties as assigned
Contacts
Internal: Exempt, Non-ExemptExternal: Current Customers, Vendors
Job Related Dimensions
- 5+ years of management experience
- 5+ years of customer service experience
- Strong analytical skills
- Decision making and sound judgment
- Problem-solving and facilitation skills
- Communication and listening skills
- Negotiating skills
Qualifications
- 4- year college degree or equivalent experience
Physical Demands & Work Environment
- Ability to sit at desk for prolonged periods of time
- Ability to talk on the phone and work with various computer tools and applications
- Ability to type and compose written communication in various forms
- Ability to lift 20+lbs on occasion
UBEO offers a competitive compensation package. UBEO also offers an excellent benefits package which is a significant part of our employee's total compensation. We strive to provide a broad range of competitive benefits designed to meet your personal needs and priorities. Our comprehensive benefits package includes:
- Choice of medical, dental and vision plans that provide our employees and their families with high-quality healthcare, including orthodontia for both adults and child(ren)
- Generous Company Paid Health Reimbursement Account Options to defray deductible expenses
- Company paid life and accidental death and dismemberment insurance for you, your spouse and child(ren)
- Flexible Spending and Health Savings Account Options - Set aside pre-tax dollars to cover out-of-pocket expenses related to health or dependent care
- Voluntary coverages at low group rates including Aflac Insurance - In the event of death or disability, you can help protect your family against the loss of income with various types of insurance
- Pet Insurance, breathe easy knowing Nationwide has your pets covered
- Pre-paid legal coverage, access to experienced attorneys that can help you with any legal issue 24/7
- A generous wealth accumulation program will help you achieve financial security for retirement. We offer a 401(K) Plan w/ Match upon eligibility and Free Financial Counseling
- Generous vacation, holiday, and sick leave programs - as we believe that taking advantage of time away from work is essential for a well-balanced life
UBEO is an Equal Opportunity Employer and considers applicants for all positions without regard to age, sex, color, race, religion, national origin, disability, genetic information or predisposition, military/veteran status, citizenship status, marital status or any other group protected by applicable federal, state or local laws.