District Manager

Summary

Manages technical field service staff and service operations in a assigned geographic area. Manage financial performance, customer satisfaction, installation of equipment and personnel development for all sites in assigned geographic area. Participate in all phases of business and financial planning relating to district performance. Utilizes data driven tools to monitor performance.

Duties/Responsibilities

Reasonable accommodations may be made to enable individuals with disabilities to perform these essential functions.

• Manage district costs by monitoring actual vs. forecast expense and taking appropriate action to ensure compliance with forecast.
• Identify and communicate significant expense variances to Director in a timely manner.
• Participate in annual cost forecasting process.
• Review and approve travel expenses and ensure compliance with company policy.
• Review and approve purchase requisitions in accordance with authorization limits
• Manage parts inventory for accuracy, adequacy, and cost effectiveness and in compliance with guidelines provided by Service Backbone Operations.
• Ensure sales and billable overtime are properly recognized and booked for all revenue generating activity.
• Develop and maintain strong, positive customer satisfaction for products and services delivered by G+D systems.
• Maintain strong line of communication with customer staff as appropriate - from management to operations personnel.
• Ensure field personnel develop, maintain, and execute customer relations skills.
• Track key customer performance metrics relating to G+D Systems. Work with customer management to address areas of concern.
• Actively participate in the escalation management process according to established policy and procedure.
• Pro-actively communicate with customer during escalated situations. Establish and maintain communications with Director during escalations as outlined in the escalation policy.
• Conduct periodic visits to customer sites to evaluate customer satisfaction and develop plans to address issues and improve conditions, as required.
• Ensure behavior, appearance, and overall performance of field operations personnel meets or exceeds customer expectation.
• Recruit, interview, and present field candidates to Director and Senior management for hiring
• Evaluate performance and provide continuous feedback to direct reports.
• Actively participate in recognition programs for district personnel.
• Take prompt corrective and/or disciplinary action for employees not meeting performance standards in coordination with Human Resources.
• Maintain open line of communication with employees
• Address employee concerns in a timely manner. Escalate major, field unresolvable employee concerns to Senior management for follow-up.
• Clearly communicate policy, processes, and procedures and consistently apply them to all district personnel.
• Ensure safety rules and policies are adequate and enforced. Identify potential safety hazards and eliminate or safeguard against them.
• Schedule and coordinate site coverage according to the service contract.
• Participate in annual salary planning process.
• Assist in the identification and development of high potential personnel.
• Assist Director with managerial responsibilities on an as needed basis (e.g. fill in during vacation periods).
• Maintain timely, effective communications with Senior management (routine and non-routine)
• Provide guidance and direction to Field Engineers on approach to technical issues and other service responsibilities.
• Monthly reports are to be completed and submitted on time.
• Maintain technical and managerial skills.
• Represent the company in a positive and favorable manner.
• Establish a sense of teamwork within field operations and with external support groups.
• Perform other duties as assigned.

Required Skills/Knowledge:

• Individual should have strong demonstrated leadership capabilities with the ability to communicate effectively (oral/written) and have exceptional problem solving and customer satisfaction skills.
• Be flexible and available 24x7
• Proficient in MS office and Outlook
• Be able to function effectively in a team environment
• Familiar with Budgeting and Forecast
• Be able to analyze data
• Familiar with SAP
• Knowledgeable on how to conduct audits
• Ability to understand an income statement, develop and tune strategy, and execute business decisions that minimize risk while increasing profit

Travel Required

• Yes, 30% required.

Required Education and Experience

• Position requires a highly motivated individual with a combination of good business skills and 5+ years of technical service/installation experience.
• Bachelor's degree in related field preferred.

Other Duties

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities may change at any time with or without notice.