Regional Field Service Manager

Overview Rapiscan Systems, a wholly owned subsidiary of OSI Systems, Inc. designs, manufactures and markets security and inspection systems worldwide. Our products are used to inspect baggage, cargo, people, vehicles and other objects for weapons, explosives, drugs, and other contraband. Rapiscan Systems security and inspection devices can be found in a wide range of locations such as, airports, border crossings, railway stations, seaports and terminals, government and military installations and nuclear facilities. We are currently seeking a Regional Field Service Manager to be part of our fast paced and quality focused team. The candidates for this position will need to be based in the region he/she will be responsible to manage. The Regional Field Service Manager is a role within the Services Management Team with a focus on Customer Experience and delivering “best in class” service. This role leads the service activities of the field service teams to execute the vision and direction of the service organization. The region includes however, not limited to a specified group of several states, countries, and may include several U.S. Territories. Responsibilities Coordinates various service activities e.g., new installations, repairs, preventative maintenance and special events; manages work schedules to ensure appropriate support is maintained as required. Manages field service teams to consistently meet or exceed performance metrics & department KPIs (response time, PM completion, call resolution and closure, mean time between critical failures, Operational Availability and other RMA metrics. Responsible for driving customer satisfaction within the territory. Works closely with other Rapiscan functional departments to assist in providing solutions based on feedback of customer within the region. Provides leadership and manages complex projects involving multiple technical and administrative disciplines within his/her region. Drives increases in incremental revenue and identifies cost containment opportunities within the Area. Develops and manages critical account escalation procedures in collaboration with applicable service management structure. Monitors and manages training and development of technical staff. Mentors field service team, identifies team members’ strengths & weaknesses, visualizes development needs and works with training department as required. Actively manages cross-training of team and schedules accordingly. Manage direct report overtime, work schedules and ensures proper contract time charging Drive efficiency and process improvement Build and maintain a culture of “ownership” of locations assigned Investigate and resolve any issues resulting from substandard performance. Identify and resolve employee concerns/complaints. Maintain positive and healthy relationship with various teams to ensure customer service effectiveness. Maintain stakeholder relationships at airports, seaports, border crossings, government facilities and commercial customers Manage internally assigned department / Area Key Performance Indicators (KPI) Drive data governance within the direct team for all entries into CRM systems used in the maintaining of customer equipment Establish clear understanding of the workflow requirements for all field service technicians (FSTs) and to set clear expectations for accurate, real-time work order updates for a customer base with varied equipment and requirements. Working with the Director, Customer Service Americas, develop and maintain staffing plan for his/her area of responsibility (AOR). Improve reliability of equipment through proper preventive maintenance and proactive maintenance Works with EH&S to ensure that all safety protocols are adhered to. The position requires strong leadership and interpersonal skills and the ability to work effectively with a diverse work staff. The individual must be capable of decisive and prudent action in the absence of direct managerial guidance. Conduct Team Meetings, prepare and distribute team meeting agendas and Minutes Approve weekly timecards Approve weekly expense reports Approve Subcontractor invoices Uphold the company’s core values of Integrity, Innovation, Accountability, and Teamwork Demonstrate behavior consistent with the company’s Code of Ethics and Conduct It is the responsibility of every employee to report to their manager or a member of senior management any quality problems or defects in order for corrective action to be implemented and to avoid recurrence of the problem Duties may be modified or assigned at any time to meet the needs of the business. Qualifications Typically requires a BA/BS or equivalent experience and 3 years or prior relevant experience, or 7 years of experience will be considered in lieu of a Bachelors. Computer literacy, competency in use of all programs within MS Office Suite (particularly Microsoft Excel), CRM, RESCO application and aptitude for learning specialized software programs. A strong orientation for customer focus and teamwork. Timely submission of report and required documentation is essential. Must be responsive to all customer issues during non-standard work hours such as evenings, weekends, and holidays. Must be willing and able to travel at short notice Excellent product familiarity and demonstrated troubleshooting and repair proficiency is required. Must be able to pass and maintain an in-depth background check (SSI vetting) within the Department of Homeland Security Agencies e.g., TSA, CBP, USSS, USCIS, etc. A valid passport is preferred. Company's COVID-19 Vaccine Policy To comply with applicable government requirements, all U.S. employees must be fully vaccinated against COVID-19 unless they are entitled to and approved for a legal accommodation, in accordance with the Company’s COVID-19 Vaccination Policy. NOTICE TO THIRD PARTY AGENCIES OSI Systems, Inc. and its subsidiaries (collectively “OSI”) does not accept unsolicited resumes from recruiters or employment agencies. If any person or entity, including a recruiter or agency, submits any information, including any resume or information regarding any potential candidate, without a signed agreement in place with OSI, OSI explicitly reserves the right to use such information, and pursue and/or hire such candidates, without any financial obligation to the person, recruiter or agency. Any unsolicited information or resumes, including those submitted directly to hiring managers, are considered and deemed to be the property of OSI. Equal Opportunity Employer - Disability and Veterans EEO is the Law Poster Link: https://www.eeoc.gov/sites/default/files/migrated_files/employers/eeoc_self_print_poster.pdf OSI Systems, Inc. has three operating divisions: (a) Security, providing security and inspection systems, turnkey security screening solutions and related services; (b) Healthcare, providing patient monitoring, diagnostic cardiology and anesthesia systems; and (c) Optoelectronics and Manufacturing, providing specialized electronic components and electronic manufacturing services for original equipment manufacturers with applications in the defense, aerospace, medical and industrial markets, among others.