Regional Operations Manager Jobs

Job Title: Regional Operations Manager

Location: Los Angeles, CA

Coverage area: Southern California

Department: Service (Operations)

Reports to: President/Chief Sales Officer

FLSA Status: Salaried, Exempt

SUMMARY:

The Regional Operations Manager (RM) is responsible for all operations responsibilities within the designated region market. This includes project management delivery, field service delivery, customer satisfaction, and service contract saturation and profitability. This includes management and operations of the team to the approved budget, as well as to actively manage Operations Expenses (OPEX) and contribute to growth of Top Line Revenues.

The area team consists of a group of managers and staff supporting the business in the areas of Operations, including Field Service and Project Management/Execution. These teams work closely together with Sales, Customer Support and Supply Chain to ensure operational and customer success in the local/regional market.

Individual KPIs for each team are set forth by SKIDATA annually (for example monthly revenue targets, productivity numbers, sales numbers, contract, project and service ticket profitability guidelines).

The RM is responsible for the day-to-day local team performance, adherence to company policies, service commitments, overseeing / assisting with scheduling and planning of the teams. The RM will provide strategic planning, tactical action and operational decision-making to fulfil the mission, priorities and goals of the region and organization.

ESSENTIAL DUTIES AND RESPONSIBILITIES:

• Regularly visit customers for service performance and system status review.
• Handle customer complaints, questions, and concerns (escalations) to appropriate resolution.
• Provide regional service and project teams with common infrastructure, tools, processes, expertise and technical training, enabling regional service teams to position SKIDATA as the preferred “Managed Service” supplier within the industry.
• Improve service contracts coverage and margin with the FSM & Central Support.
• Other duties, as assigned
• Responsible for bi-annual review of team members & with the managers’ teams.
• Position modernizations within the installed customer base.
• Coordinate training and development of the team with SKIDATA Training.
• Responsible for consistent performance feedback of each direct report, and ensure levels down are also receiving consistent, relevant feedback; recommend corrective action, when necessary.
• Reports financial results, projects and service profitability and performance to Operations Director.
• Manage regional team, providing leadership and strategic direction to managers and staff.
• Ensure Technicians and Engineers are adhering to the Service Commitments including holding the team accountable for vehicles, tools and proper inventory handling.
• Develop quality guidelines, standards and procedures to continually improve products and operational processes.
• Work and improve the SKIDATA team KPI’s for service and project performance in the market.
• Work with our centralized teams (Inside Sales, Customer Support, PIE and Technical Support) to deliver the agreed customer service performance to our customers.
• Ensure resources are properly allocated to the needs of the customer, the local business and company strategy.
• Responsible for forecasting revenue, costs and resource demands.
• Improve pre- and post- project metrics & reporting and overall project assessments.
• Effectively present information in one-on-one and small group situations to other employees of the organization and /or customers.
• Continuously review, recommend and maintain the optimum structure for the team. Motivate and inspire teams to create and drive change with a best-in-class, customer-forward mindset.

EXPERIENCE AND QUALIFICATIONS:

This is an experienced level position within the Service Department. To perform this job successfully, an individual must be able to perform each essential function satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required:

• Strong business acumen with ability to think strategically and execute tactically
• Able to build rapport and establish credibility. Has sufficient presence and expertise to impact the business in a powerful way and the confidence to act quickly and rally a team around an initiative.
• 5 years of Skidata management or other relevant industry and/or management experience with P&L responsibility
• Capacity to isolate and prioritize issues and apply focus on implementing top-level, strategic solutions, as well as the day-to-day tactics necessary for winning in the marketplace
• Ability to partner and work with global counterparts in a matrix structure
• Collaboration and influencing skills - proven ability to create constructive relationships within the company as well as with senior management and peers, being recognized as a partner and resource by all.

EDUCATION and/or EXPERIENCE:

• Ideally, an additional business qualification / MBA, or Lean / Six Sigma designation
• University degree in business / technology / supply chain

CERTIFICATES, LICENSES, REGISTRATIONS:

• Valid Driver's License, in state of residence.

LANGUAGES AND TRAVEL:

• Travel domestically (approx. 25%)
• Fluent English essential, other languages (e.g. Spanish/German) a plus

SKIDATA is a member of the group of companies affiliated with the Kudelski Group. To learn more, visit http://www.skidatausa.com/. The Kudelski Group is headquartered in Phoenix, Arizona and Cheseaux-sur-Lausanne, Switzerland.

SKIDATA, Inc. is an equal opportunity employer. All qualified applicants for employment will be considered without regard to race, color, religion, sex, gender identity, sexual orientation, national origin, status as an individual with a disability, veteran status, or any other basis protected by federal, state, or local law. EEO M / F / D / V