Regional Field Service Manager

Job Description:

Overview

The Regional Field Service Manager acts on behalf of Alliance Laundry Systems to provide proactive service guidance and support for customers within an assigned geographic area. The RFSM will be expected to evaluate the service capabilities of our Distributors and Route Operators and initiate training, as needed, to ensure service operations are representative of factory expectations.

Key responsibilities of the RFSM include planning and delivery of hands-on technical training for relevant Alliance products during regular, on-site technician and master technician schools held at factory locations and supporting a wide variety of customers, including distributors, route operators, service-only providers, coin store owners, and special accounts. As a regional service leader, the RFSM must be able to confidently make decisions quickly to support and rectify customer issues in the best interest of Alliance Laundry Systems.

This position will be a remote position, responsible for the Northeastern Region of the United States.

Responsibilities

• Provide a high level of customer support to all ALS distributors and route operators while conforming to established policies and procedures
• Establish regular visit cadence with top ALS customers to discuss and train service technicians on all products, past and present, with special emphasis on best practices and common repair practices used in various market segments
• Effectively communicate best practice concepts to improve, prevent and/or solve customer service issues (i.e., internal operating procedures, product service tools and techniques, customer relations, product issues, etc.)
• Objectively audit a customer’s service capabilities, including the number of technicians for assigned market(s), warranty performance, use of required and preferred tooling, and parts availability for products supported
• Work in conjunction with Regional Sales Managers and other support functions to maintain continuity of communication, acting as one part of a wider customer support team
• Using available technology, coach and assist technicians, as needed, on difficult to solve issues
• Participate as instructors in Master Technician training events hosted at the factory while also conducting quarterly field product training schools at customer locations for ALS distributors and route operators
• Follow quality reporting processes to route concerns through to Quality Assurance Specialists for priority handling
• As needed, and at the request of the Quality Assurance Specialist, assist in the mitigation of high priority product issues as they arise
• Provide weekly trip reports to document visit details including objectives, feedback, and outcomes of each interaction, with special emphasis on identifying potential product problems, and activities of competitors
• Complete travel expense reports on a weekly basis

Qualifications

Knowledge/Experience/Education:

• High school diploma or equivalent is required; secondary technical degree in a relevant field is preferred.
• At least 6 years of high performing service experience is strongly preferred
• At least 2 years of experience with Alliance Laundry Systems commercial equipment is required
• Past service management experience is a plus
• Proven familiarity with electrical diagnostics, including ability to read electrical diagrams/illustrations

Skills and Abilities:

• Established customer service skills in resolving customer issues; including the ability to coach and train service technicians and customers.
• Strong technical aptitude with experience performing service with hand tools and metering devices.
• Proven familiarity with electrical diagnostics, including ability to read electrical diagrams/illustrations
• Proficient using Microsoft Office programs, such as Excel, Outlook, Power Point, MS Teams and Word
• Demonstrated ability to use app-based tools for communication, such as Facetime, Zoom, MS Teams
• Capable of scheduling and maintaining workflow using calendars, maps, travel tools, expense systems, and time management planning
• Bi-lingual, English & Spanish-speaking is highly desirable
• Strong written and verbal communication skills, with the ability to speak in front of large groups

Standard and Physical Requirements:

• Position involves sitting long periods, standing, manual dexterity, stooping, and bending
• Ability to lift and maneuver 50 lbs. on a regular basis
• Must reside within assigned geographic market with reasonable access to major airports
• Candidate must have a valid passport or be able to obtain a passport

Alliance Team Members Demonstrate DRIVE:

• Dedicated: Follows through on commitments. Strong say/do.
• Respectful: Acts with integrity and values diverse perspective.
• Innovative: Always looking for a better way; leads change.
• Versatile: Adapts quickly to changing circumstances. Demonstrates agility.
• Engaged: Acts like an owner. Wants to create and grow a business which is tightly aligned with market needs.