15 days old

Director of Services - West

Scheidt & Bachmann USA Inc
Phoenix, AZ 85034
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Creating new transit solutions for a better tomorrow: Scheidt & Bachmann is an international technology provider, delivering system solutions for Fare Collection, Parking, Signaling and Fuel Retailing across the globe. Being a family business, we think in generations. Advancing mobility is our ambition. Are you ready to join us on this journey?

The Regional Services Director, Western Region, is responsible for leading a team of hardware and software support experts that provide services to all Western Region-based customers. This includes leading a team of Services Managers and Technicians who provide field-based support to customers in the areas of on-site installations, upgrades, device software deployment and maintenance, hardware remedial activities and preventive maintenance for Fare Collection devices. This Director will have resources based in Arizona with other potential locations added over time. The Regional Services Director provides technical guidance and direction to team members including training, coaching and mentoring to deliver the highest levels of customer service and satisfaction.

Lead Field Services Team in responding to all customer requirements and problems, including:

  • Working with Field Services Technicians to deliver the most effective level of field-based support to customers
  • Installing and setting up equipment and components
  • Performing site inspections of installations
  • Providing commissioning support both pre-installation and post-installation
  • Supervising, participating in and reporting on tests performed in the field
  • Providing remedial and preventive maintenance support during warranty and post-warranty
  • Working with teams on the coordination and scheduling of preventive and life-cycle management services
  • Ensuring an adequate supply of local spare parts to meet customers' contractual service requirements

Setting priority for Software Support Team in providing incident management and mitigation support to customer problems, including:

  • Working with the Software Market Team lead to ensure effective remote support for customers utilizing a team of resources located in the US, Germany and Slovakia
  • Coordinating team to provide all software related training activities both internally as well as for customers
  • Coordinating with Account Managers to meet with existing and prospective customers to pursue future service sales opportunities and establish relationships
  • Providing warranty and post-warranty support to contract and non-contract customers

Build and develop the Western Regional Services teams, including:

  • Providing training and support for customer staff as required
  • Developing, maintaining and adhering to required process and procedural documentation
  • Managing team work schedule to provide required on-site and on-call support
  • Evaluating the overall performance of services resources and make adjustments as required
  • Prioritizing amongst multiple customers to make sure that many critical and often parallel activities are handled efficiently and effectively
  • Work shifts may include nights, weekends and holidays

Plan and ensure the availability of resources needed for effective operation of the Software Support and Field Services team, including:

  • Recruiting and hiring staff, acquiring capital equipment and planning/coordinating appropriate resources
  • Establishing individual performance goals and priorities; reviewing performance against goal
  • Planning, approving and implementing programs for the timely development and progress of each individual

Manages and optimizes the regional services budget as appropriate including:

  • Monitoring on call and overtime activities and utilization of services resources to best support all required customer activities
  • Ensuring proper adherence to stated policies and use of company resources

Seeks new business opportunities including:

  • Work toward obtaining additional service contracts with existing and new customers
  • Communicate with the Sales department regarding SLA negotiations

Attend customer meetings as required:

  • Addressing concerns regarding service delivery issues
  • Creating and communicating remediation plans to resolve issues
  • Developing collaborative teamwork within the team as well as with other functional experts and resources who are tasked to deliver components required to resolve customers' service issues
  • Defining the responsibility area / boundaries for the Services team so that roles and responsibilities are clear and unambiguously assigned. Providing or arranging for training and continuing education support for staff
  • Suggesting and influencing the formulation and implementation of effective Service policies and procedures to drive continuous improvement in the organization
  • Monitoring new product development schedules within the company and adjusting the operation and/or resources required to meet the increased workload associated with supporting these new products

Contributes to team effort:

  • welcoming new and different work requirements
  • exploring new opportunities to add value to the organization
  • helping others accomplish related job results as and where needed

  • Customer Centric Attitude Conducts daily business with a strong sense of customer understanding and sensitivity to ensure the needs of the customer are accurately represented to other S&B functions; Manages difficult or emotional customer situations; Responds promptly to customer needs.
  • Teamwork - Balances team and individual responsibilities; Exhibits objectivity and openness to others' views; Gives and welcomes feedback; Contributes to building positive team spirit; Puts success of team above own interests; Able to build morale and group commitments to goals and objectives.
  • Leadership - Exhibits confidence in self and others; Inspires and motivates others to perform well; effectively influences actions and opinions of others; Accepts feedback from others; Gives appropriate recognition to others; Can network effectively and manage others without authority.
  • Analytical - Synthesizes complex or diverse information; Collects and researches data; Uses intuition and experience to complement data; Designs work flows and procedures.
  • Problem Solving - Identifies and resolves problems in a timely manner; Gathers and analyzes information skillfully; Develops alternative solutions; Works well in group problem solving situations; Uses reason even when dealing with emotional topics.
  • Adaptability - Adapts to changes in the work environment; Manages competing demands; Changes approach or method to best fit the situation; Able to deal with frequent change, delays, or unexpected events.
  • Initiative - Volunteers readily; Undertakes self-development activities; Seeks increased responsibilities; Takes independent actions and calculated risks; Looks for and takes advantage of opportunities; Asks for and offers help when needed.
  • Judgment - Displays willingness to make decisions; Exhibits sound and accurate judgment; Supports and explains reasoning for decisions; Includes appropriate people in decision-making process; Makes timely decisions
  • Planning/Organizing - Prioritizes and plans work activities; Uses time efficiently; Plans for additional resources; Sets goals and objectives; Organizes or schedules other people and their tasks; Develops realistic action plans. Experienced negotiator with strong conflict management skills
  • Dependability - Follows instructions, responds to management direction; Takes responsibility for own actions; Keeps commitments; Commits to long hours of work when necessary to reach goals; Completes tasks on time or notifies appropriate person with an alternate plan.
  • Communications - Effective interpersonal skills, intercultural communications and presentation skills
  • Travel - This position requires travel to customer and non-customer sites within the assigned region up to 40% of the time. Must always maintain a valid driver's license per the S&B policy 602.02.


Posted: 2023-05-12 Expires: 2023-06-13

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Director of Services - West

Scheidt & Bachmann USA Inc
Phoenix, AZ 85034

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