Area Manager, Management Operations Manager

DEX JOB DESCRIPTION

Job Title:

Area Service Manager

Area Service Managers lead the field service representatives who perform on‑site routine services including installation, maintenance, and repair. They manage the scheduling and training of field service technicians and handle service contracts and support services. Must be mechanically inclined, extremely reliable, trustworthy, comfortable working independently, and possess excellent communication skills.

• Develop methods, guidelines, and policies to facilitate efficient service delivery.
• Ensure all customer issues are satisfactorily resolved utilizing engineering, manufacturing, and other teams as needed.
• Provide input to strategic decisions that affect the functional area of responsibility.
• May give input into developing the budget and is capable of resolving escalated issues arising from operations and requiring coordination with other departments.
• Develop workflow for the field service team.
• Assist in goal setting, skill enhancement, and performance review activities for field service staff.
• Investigate and resolve any issues resulting from substandard performance.
• Ensure company policies and procedures are followed by the staff.
• Provide training to service staff as needed.
• Provide support and guidance to service staff to ensure timely and quality customer services.
• Diagnose errors or technical problems and determine proper solutions.
• Produce timely and detailed service reports.
• Document service and installation actions by completing forms, logs, and records.
• Operate vehicle in a safe manner and use field automation systems.
• Follow all company protocols.
• Update job knowledge by participating in educational opportunities; reading professional publications.
• Build positive relationships with customers.
• Diagnose and support entire machine systems and assist customers within the field operation and adjustments.
• Support service teams in achieving service goals.
• Assist in interviewing and hiring new professionals.
• Ensure that resources are properly trained to meet service objectives.
• Oversee company vehicles, inventory, and tools in proper working condition.
• Maintain knowledge of existing products and pursue additional technical and product knowledge by actively participating in training programs of the dealership, including manufacturer training and on‑job training.
• Maintain communication with the customer and answer questions relative to the work being performed.
• Make recommendations for additional work that needs to be completed.

• Reports to Management Direct Supervisor(s). Typical titles include: [LIST OF TITLES].
• Directly responsible for managing other employees, including hiring/termination decisions, pay decisions, and performance management. Example(s) of employees directly supervised: [LIST OF JOB TITLES].

• Ability to establish and maintain effective working relationships with employees, businesses, and community. Ability to communicate clearly and concisely both orally and in writing.
• Ability to perform duties with awareness and in accordance with the organization’s policies and applicable laws.

• Associate degree (A.A.) or Bachelor’s degree.
• 3+ years of related experience and/or training; or equivalent combination of education and experience.

• Regular business hours. Some additional hours may be required.
• Travel:
  Domestic up to 20%.
• Climate‑controlled office environment during normal business hours.

• Sitting up to 7 hours a day.
• Lifting up to .5 hour a day, up to 50 lbs.
• Walking up to 2 hours a day.
• Pushing/Pulling up to .5 hour a day, up to 50 lbs.
• Standing up to 4 hours a day.
• Climbing up to .5 hour a day.
• Bending/Squatting/Stooping up to 1 hour a day.
• Reaching up to 2 hours a day.
• Balancing and step stool: not generally applicable.
• Twisting up to 1 hour a day.
• Crawling, hands in water, dust exposure, excessive heat/cold exposure, loud noise exposure, humidity exposure: not generally applicable.
• Excessive heat, cold, dust, loud noise and humidity exposure: not generally applicable.
• Note:
  
  Employees should not lift/pull/push loads exceeding 50 lbs without assistance. Care should always be taken when lifting, punching, or pulling in an awkward position.

The preceding job description has been designed to indicate the general nature of work performed; the level of knowledge and skills typically required; and usual working conditions of this job. It is not designed to contain, or be interpreted as, a comprehensive listing of all requirements or responsibilities that may be required by employees in the job. To perform this job successfully, an individual must be able to perform each essential duty satisfactorily.

Reasonable accommodations are made to enable individuals with disabilities to perform essential functions.

DEX Imaging is an Equal Opportunity Employer.