Regional Service Manager in Concord, North Carolina at Concentric LLC

Concentric is the first national industrial power services organization delivering forklift, critical power and maintenance solutions that ensure uninterrupted, sustainable facility power. The company’s signature solutions, GuaranteedPOWER® and PerpetualPOWER® are industry firsts, improving reliability, sustainability, and safety to solve the power problem for facility leaders. Concentric helps data centers, distributors, manufacturers, utilities, communications infrastructure and more develop resilience in their power systems while making the energy transition with less risk. With a national network of service professionals, Concentric provides engineering, installation and maintenance/management for power equipment including backup batteries, UPSs, generators, energy storage, micro grids, forklift power, onsite maintenance and more.

Job Summary

The Regional Service Manager - DC Power will be responsible for managing technicians and possibly other positions who are critical to the operations and delivery of service. They will manage the overall financial performance and customer service of the service regions. The Regional Service Manager reports to either an Operations Manager or to the Director of Operations for a geographical region (Eastern Seaboard).

Key Job Responsibilities:

• Reliable attendance and punctuality.
• Communicate job expectations with Technicians and other personnel.
• Assign, schedule, prioritize repairs, monitor, appraise job results, and foster a spirit of cooperation and teamwork with technicians and other personnel.
• Hire, train, supervise, and provide corrective performance coaching to staff to reduce customer down time and maintain high-quality Technicians.
• Initiate, coordinate, monitor, and enforce systems, policies and procedures.
• Maintain safe, clean and organized work environment(s) by educating and directing personnel on the use of all control points, equipment and resources.
• Develop a culture of safety that meets or exceeds the company’s high standards.
• Maintain a high standard of quality customer repairs and customer service.
• Resolve personnel and service problems by analyzing data, investigating issues, identifying solutions, and recommending action.
• Answer questions and respond to requests timely for internal and external customers.
• Maintain professional and technical knowledge by attending educational workshops, reviewing professional publications, establishing personal networks, benchmarking state-of-the-art practices, and participating in professional societies.
• Develop thorough knowledge of the Company’s operating standards, policies, directives, and safety instructions pertaining to the assignment.
• Assist with monitoring technician WIP reports and ensure limited hours remain for EOM.
• Collaborate with regional sales leadership to coordinate activities between Sales and Operations teams.
• Work with regional leadership to manage and drive financial forecasting and results.
• Other duties as assigned by supervisor.

Key Performance Measurements:

• A score card that reflects performance in areas such as safety, completion time for projects, customer satisfaction, and issue resolution.
• Management observation regarding attitude, diligence, team contributions, and willingness & ability to learn new skills and information.
• Growth of existing customer services utilized.
• Driving key business initiatives as the customer needs change.
• Other key metrics prescribed by Concentric leadership, resulting in positive customer and Company impact.
  

• Must have a minimum of 10 years of DC Power Technical experience.
• Strong mechanical aptitude required, previous hands-on mechanical repair and/or troubleshooting experience preferred.
• A minimum of 5 years of experience managing service personnel is required.
• Demonstrate strong management and leadership skills.
• Excellent interpersonal skills and a collaborative management style.
• Extensive skills in Microsoft Office Products.
• Excellent verbal, analytical, organizational, writing and presentation skills.
• Possess innovative leadership, communication, delivery, consultative, partnership, and team building skills.
• Proven ability to thrive in a fast paced, technology driven service environment.
• Ability to work with individuals from diverse backgrounds and with diverse needs and across remote offices.
• Exceptional planning and organizational skills.
• Results-oriented and demonstrates the ability to work independently and in a team environment, occasionally lead and/or participate in cross-functional teams.
• Must have a valid driver's license.
• Must be able to pass a background check and drug screen.
• Must be able to travel extensively within assigned territory - 50%.

*This job description is subject to change at any time.

Benefits

At Concentric we believe that Our People are what make us great and help us deliver exceptional customer service! We offer industry leading benefits:

• Competitive pay – Plus incentive opportunities and overtime potential for our hourly employees!
• Three medical plan options with employer premium contribution that start on day one.
• Employee paid dental and vision insurance that starts on day one.
• Health Savings Account (HSA) with company contribution on eligible High-Deductible Health Plans (HDHP).
• Medical and dependent care Flexible Spending Accounts (FSA) available.
• Company-paid life and AD&D insurance, short-term and long-term disability coverage that start on day one.
• Company 401K plan with 100% match on the first 4% of employee contributions.
• 8 paid holidays.
• Full-time Employees receive a total of 128 Hours of Paid Time Off (PTO) Annually.
• We offer employee paid accident, critical illness, and hospital indemnity insurance.
• We offer employee paid legal plans, identity protection, pet insurance, and home & auto discounts.
• Training and mentoring – Learn from our experts in the industry.

The benefits listed are subject to change at any time. Please speak with an HR Representative for details. In the case of conflict between the information listed and the official plan documents, the plan documents will always govern.

Physical Demands

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. While performing the duties of this job, the employee is occasionally required to wear approved Personal Protective Equipment (PPE), carry tools, use hands to maneuver, handle or feel, and hear and talk. The employee frequently is required to walk and reach with hands and arms. The employee is occasionally required to stand and stoop, kneel, crouch or crawl. The employee must occasionally lift and or move up to 50 pounds. Specific vision abilities required by this job include close vision and the ability to adjust focus. Employees must maintain a high level of self-awareness about their surroundings due to the high level of high voltage AC/DC power in the work environment.

Work Environment

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. The work is performed in various locations, including warehouses, distribution centers, manufacturing plants, refineries and hospital settings. Employees may work with others, side-by-side, with a moderate level of activity being performed. The noise level in the work environment is light to moderate. Exposure to high voltage AC/DC power is very common in many work environments. The noise level in the work environment is moderate to high.

The Concentric Company considers applicants for all positions without regard to race, color, religion, creed, gender, national origin, age, disability, genetic information, marital or veteran status, or any other legally protected status.