Regional Service Manager

Regional Service ManagerLocation PA, Malvern Department Field Support Employment Type Full Time Have you ever used a self-checkout in at the grocer you frequent? Played the slots at a Las Vegas Casino? Maybe you grabbed a drink from a vending machine or paid to park your car? If you’ve answered with a resounding “YES”, then you’ve done so with the aid of one of the 10 million devices installed by Crane Payment Innovations (CPI).We make the technology that powers your everyday life, enabling more than 4 billion transactions every week in more than 143 currencies worldwide. From cash and coins to cards and mobile, we keep the world of payments moving with smart validation devices and business management software. Headquartered in Malvern, PA, CPI is supported by: >2,500 global associates, 7 manufacturing sites, 12 corporate offices and 43 service branches.WHAT YOU’LL BE DOING As a Regional Service Manager for Field Services, you will lead a regional field service organization that deliver day-to-day support to our customer base. The regional service manager position is critical to providing direction, controls, and driving strategic initiatives that will allow our field technicians to successfully and consistently deliver best-in-class service to our customers.The Regional Service Manager will have a direct impact on CPI customers and associates and will be responsible for:

Recruit, hire, direct, manage, coach and mentor service managers throughout regional territory.

Drive growth, innovation and best practices in region and share best practices with colleagues.

Monitor and drive performance for branch metric and revenue goals.

Ensure service quality and customer satisfaction in region.

Setting goals and supervising team activity.

Develop succession planning and assist with development and desire career paths for the associates in the area of responsibility.

Identify and implement processes and tools that increase technician productivity and efficiency.

Plan and monitor day-to-day running of business to ensure smooth progress and limit customer disruptions.

Evaluate overall performance by gathering, analysis and interpreting KPIs.

Investigate customer complaints and manage escalation procedures.

Other duties assigned as required.

WHO WE’RE LOOKING FOR You will bring a strong customer focus with well demonstrated success managing teams within a high-paced service delivery organization.Qualifications and Requirements:

Bachelor's degree in business, technical field or equivalent experience in Service Delivery functions

Minimum 10 years of experience in a service operational role, ideally within the payment solutions, financial, retail, or gaming industry

A strong understanding of technical field services, including service desk, maintenance, repair, and installation services

Self-motivated and results-oriented with excellent communication, analytical, and problem-solving skills

Demonstrated ability to develop and maintain relationships with customers, partners, and internal stakeholders

Strong business acumen.

Effective communication and negotiation skills.

Detail-oriented and collaborative.

Strong time management discipline with ability to multi-task without losing site of bigger picture.

Ability to self-direct work needs.

Ability to motivate and lead individuals and teams.

Strong commitment to meeting deadlines.

Ability to travel domestically as required (up to 50%)

Personal AttributesThis role requires a dynamic individual who enjoys serving our customers and has the tenacity to manage day-to-day problems while not losing the big picture. Desired attributes include:

Action Oriented: You display a sense of urgency and are known for being a timely decision maker

Customer Service Oriented: You possess a drive to serve your “customers” and focus on responding promptly to team and customer needs

Facilitator: You are good at negotiating win-win solutions

Organized: You assemble all necessary materials and information before starting a task

Presentation skills: You are confident when speaking to groups and presenting information

Quality written communication: Your writing is concise and descriptive, and you believe it is necessary to “overcommunicate” project status/updates

WHAT WE’RE OFFERING We offer an excellent compensation and benefits package, including health, dental, and vision insurance, 401(k) with employer match, and paid time off. If you are an experienced Service Operations leader with proven success in technical field services within the payment solutions, financial, retail, or related industries, then we want to hear from you. Apply today and join CPI's team of payment innovators.Benefits include:

Flexible work environments

Defined career growth plans with opportunities to go outside of your “comfort zone”

Medical, dental, & vision insurance

401K with Company contribution

Life insurance and disability benefits

Community involvement and volunteering events

Opportunities to travel and work at our global sites

Sound interesting? Come see why we are OneCPI!CPI is part of Crane NXT Crane NXT is a premier industrial technology company that provides proprietary and trusted technology solutions to secure, detect, and authenticate what matters most to its customers. The company is a pioneer in advanced, proprietary micro-optics technology for securing physical products, and its sophisticated electronic equipment and associated software leverages proprietary core capabilities with detection and sensing technologies. Crane NXT has approximately 4,000 employees with global operations and manufacturing facilities in the United States, the United Kingdom, Mexico, Japan, Switzerland, Germany, Sweden, and Malta. For more information, visit www.cranenxt.com.Crane Payment Innovations is committed to hiring a diverse workforce. Applicants will receive consideration without regard to race, color, religion, sex, gender identity, sexual orientation, age, disability, military status, or national origin or any other characteristic protected under federal, state, or applicable local law. #LI-TH1 #LI-remote #CPI