Job Posting for Field Service Territory Manager - Southeast at Careers at Kodak
Kodak is Hiring! We are looking for a Territory Manager to support our Service Organization
Mission: Support and drive a best-in-class field service team that places our customers first while enhancing our engagement, triage, understanding, resolution, and escalations support of customer issues in a knowledgeable and efficient manner.
Position Summary: The Field Service Territory Manager is responsible for the management of our field service resources and deployment within an assigned territory and across all Kodak Print products This role includes the resource management, coverage, and knowledge development in the areas of break fix, applications services, installations, customer training and escalation support.
Key Areas of Responsibility: Role will manage a diverse group of Field Service Teams and individuals with focus on coverage, deployment, competencies, delivery, resolution, and escalation management along with associated administrative/HR requirements for direct reports. This role will constantly look to drive continuous improvements in team efficiency while communicating with Service leadership on needed process improvements, product concerns and team development ideas. Role will encompass, but not be limited to the following:
Oversite management of assigned territories service teams, including staffing, process adherence, Key Performance Indicator (KPI) achievement, escalation, engagement concerns and customer satisfaction.
Manages and engages in customer escalations with a relentless attitude to ensure issues are resolved quickly
and communication to the customer is delivered in a timely and effective manner.
Work directly with local Sales teams to drive mutual success and meet shared goals, including customer support in sales meetings, service escalations, and lead generation activities.
Coordinates with Product Support on needs for continuous improvement, knowledge & training enhancements, Standard Operating Procedure (SOP) adjustments and service concerns that need higher level assistance/development.
Utilize provided analytics dashboards to review and ensure KPI alignment with worldwide goals and drive corrective action on any indicator that is missing its target.
Continually optimize the organization, including maintaining an optimal resource level, coverage, and product training requirements.
Responsible for deploying service strategies that align with the overall WW Print Service strategies and communicating these strategies to their teams, customers, and resellers.
Represents service as required on product commercialization related activities. Acts as the service advocate/representative on new programs being implemented within their respective territory.
Key Engagements:
Deploys our “One Kodak” organizational structure, strategies, and process for all of Kodak’s Print products and groups which they manage.
Participate and engage as a member of the Regional Field Service leadership team.
Acts as the leader for their assigned territory’s escalation management team and engages various product support, sales leadership and other resources as needed to resolve customer concerns in a relentless manner.
Work to identify and improve service delivery concerns, process improvement and performance.
Develop and deploy sales strategies and lead generation programs in conjunction with the territory Sales teams that will increase revenue for Kodak and aid in the development of new opportunities for the Print business.
Drive team engagement and communications that enhance morale, reward positive behaviors, and increase our customer satisfaction.
Continually monitor team and individual performance levels and manage the communication and change management necessary to ensure team efficiencies and effectiveness are maintained at the highest level of performance.
Provide supervisory and HR level support for all direct report’s managerial requirements, reporting and ongoing management needs.
As business needs change, proposes service strategy adjustments to WW leaders while supporting final solutions development, implementation, and communication plans.
Review customer satisfaction results and develop a culture of customer first mentality that enhances customer engagement, delivery, and satisfaction.
Manage territorial engagement with installation requirements, scheduling, and deployment requirements.
Listens to customers and engages in any Kodak related concern with relentless connection and engagement by required parties to ensure no Kodak issue goes unaddressed to demonstrate our One Kodak vision.
Critical Competencies:
Ability to manage a diverse team of Field Service Team Leaders, Technicians, and staff to support ongoing territorial needs and ensure customer satisfaction.
Ability to maintain a calm demeanor in high pressure and stressful situations.
Ability to work collaboratively across business, product, and operational functions.
Expert level competencies with our Field Service process, systems, and product engagements.
Energetic personality with the drive for continuous improvement in their team.
Ability to communicate effectively/succinctly in written and verbal means both internally and externally.
Flexible and able to obtain results with limited resources.
Ability to lead change, coach and mentor employees and teams.
Effective in driving change, standardization, and team enthusiasm.
Ability to resolve conflict quickly and equitably both with customers and internal service teams.
Ability to work collaboratively across service functions and engagements.
Ability to articulate service business strategy and service as a primary communications piece for service-related engagements.
Knowledgeable of print industry trends, customer needs and competitive positioning.
Ability to prioritize and understand impacts and needs of our customers.
Experience with managing a large and diverse organization.
Strategic thinker who strives for continuous improvement.
Maintain the highest standards of conduct and integrity in all correspondence with or on behalf of Kodak.
Ability to manage expenses, travel, and service system data requirements in an ethical and expeditious manner.
Desired Requirements:
Bachelor’s degree or equivalent experience in related field.
Potential for 30% territorial and regional travel to support customer engagements, escalations, and product development meetings.
Maintenance of a clear and safe driving record.
8 to 10 years of experience in field service supervisor or managerial role.
Strong to expert knowledge of our service systems, processes, and engagements.
Strong business acumen and team management skill set.
Completion and certification within Kodak’s high potential managerial training
Field Applications Manager - 70% Field Travel - Territory Southeast mid Atlantic Region (must reside anywhere from New York down to Florida or willing to relocate)
Salary.com Estimation for Field Service Territory Manager - Southeast in Raleigh, NC
$40,051 to $52,441
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