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Area Service Manager

📁
Operations/Manufacturing/Customer & Technical Service
📅
190000JS Requisition #

Area Service Manager                                                                                       REQ# 190000XX

 
Position Overview: 
 

Responsible for maintaining a positive customer experience by managing a team of field service engineers that provide on-site technical services to our customers ensuring cost effective solutions and service delivery that meets contractual commitments and exceeds customer expectations. The key responsibilities will be to ensure services to our large customers in East Japan are delivered to agreed schedules and quality standards and achieve customer satisfaction.  Position serves as liaison between the customer needs and the Company’s infrastructure mobilizing the supply chain, engineering, and/or technical capabilities and resources as needed.

 
 
Responsibilities:

Direct Area Service

Key Actions/Activities                                                                                                         50%

  • Manage team responsible for installation, training and maintenance services to our direct customers
  • Support the sales organization with product and service sales and drive customer satisfaction
  • Drive efficiency and ongoing cost reduction into the service business in areas such as labor and parts management
  • Responsible for managing Service contract relationships with the customer to ensure satisfaction and profitability
  • Service revenue, expense and profitability planning, and forecasting for area of responsibility
  • Responsible for ensuring resource allocation achieves maximum utilization and efficiency of staff time and skill set
  • Management of financial targets, set where appropriate
  • Negotiate service maintenance agreement for area customer accounts
  • Resource balancing to help coordinate emergency maintenance as needed
  • Central focal point of escalation for assigned customer’s needs
  • Manage appropriate escalation processes and facilitate follow-through as required
  • Develop and maintain close working relationships with customers and capitalize on networking opportunities to promote the company and its services
 

People Leadership & Management

Key Actions/Activities                                                                                                           50%

  • Direct, influence, and motivate the service team
  • Develop and manage consistent and effective tools and processes for the service organization
  • Build strong and open cross-functional relationships with superiors, peers and team to coordinate resources
  • Manage and motivate direct reports on all aspects of people and staff management including performance, attendance, capability and disciplinary issues
  • Support and coach direct reports to ensure that issues and risks are escalated to allow adequate investigation and resolution and manage such situations to ensure business and individual credibility is kept intact
  • Lead continuous improvement culture focused on customer delight

Basic Qualifications
  • Ability to effectively communicate in English
  • Associates degree in Electronics or equivalent verifiable training
  • Minimum of 2 years’ experience managing or supervising people
  • Minimum of 3 years’ experience managing Service-based customer relationships
  • Up to 25% domestic travel may be required
 
Preferred Qualifications
  • Degree in Engineering or technical field
  • Proven experience defining and executing Service strategies for growth
  • Proven technical aptitude; displayed ability to learn new technologies and concepts and to synthesize new information
  • Basic English communication and presentation skills
  • Strong negotiation and verbal communication skills
  • Basic financial analysis and ability to interpret financial reporting
  • Six Sigma, Operations and process training is a plus
  • Previous experience in Lean Manufacturing Environment
  • Previous experience using Lean Quality Tools including Value Stream Maps, 5 Why, Kaizen, PDCA, etc.
  • This position may be subject to specific background requirements as required by site specific contracts
 
About Entrust Datacard
 

Our growing company relies on curious, dedicated and innovative colleagues to anticipate the future and provide solutions for a more connected, mobile and secure world. Entrust Datacard technologies and expertise help government agencies, enterprises and financial institutions in more than 150 countries serve and safeguard citizens, employees and consumers. Each year, our solutions secure billions of transactions — and every day, our technologies issue and manage more than 10 million secure identities. How do we do all of this? Together.

Join us. Together we’ll create solutions for a more connected, mobile and secure life.

For more information, visit www.entrustdatacard.com. Follow us on Twitter, YouTube and LinkedIn. 


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