Director of Regional Services

• AU
• Full-time
• Published: 2019-08-26 21:14:15Z

Overview

Responsible for the management of all areas of the Regional Service Center (RSC) business, including sales, business development, field engineering field service, and repair

Responsibilities

Leader/Manager 

• Appreciate and demonstrate the company's core values, principles, vision and corporate mission 
• Establish the culture for the RSC in alignment with the company's corporate culture 
• Deliver and execute the strategy of products, repair, innovation, sales, service, support, and motors
• Meet or exceed the sales targets established by the Senior Leadership Team with a minimum of 50% of revenue being generated through product sales 
• Develop and execute a business growth strategy for success in the region 
• Provide accurate revenue and profit forecasts, with growth in revenue and profits year over year.
• Create a budget based on forecast, execute the plan, then report results of RSC business plan at monthly checkpoints with the VP of Customer Care, in addition to quarterly Strategic Leadership Team (SLT) meetings. Implement corrective actions, as needed.
• Cultivate and maintain relationships with current and potential customers across all levels of customer base, up to and including the C-suite.
• Recognize and anticipate future customer needs through relationship building, remaining connected and communicating with customers on a regular basis.
• Analyze RSC effectiveness and develop strategic staffing plans to meet the future needs of the region, reporting on this annually to the VP of Customer Care and the HR Manager.
• Analyze overall quality to ensure customer needs are being met and work complies with the company’s ISO quality system.
• Deliver reports and data to Executive Director or VP of Customer Care as needed.
• Demonstrate solidarity around SLT decisions, objectives, standards, and the direction of the business.
• Demonstrate proficiency in Talent Scouting, Skill Developing, Relationship Building, and Evaluating
• Performance as defined by the metrics established in the RSC Playbook. 

Talent Scouter-Skill Developer- Relationship Builder- Performance Evaluator 

• Accountable for the recruitment, hiring and retention of quality talent to serve the company's customers
• Responsible for the strategy, selection, and coaching of the sales team through joint sales calls using the IMPACT sales process.
• Establish clear roles, responsibilities, and expectations of employees including job descriptions, measures of evaluation, and growth/development plans.
• Ensure all employees are trained and developed to facilitate professional growth and mastery in their jobs. o Identify and develop multiple successors for key roles in the RSC, including the Operations Manager to ensure the efficient operation of the internal aspects of the repair facility.
• Facilitate full engagement of employees through excellent and clear communication with and between individuals, helping employees to understand the connection between their role and the customer’s success. 
• Establish ongoing morale initiatives along with defined metrics as established in the Playbook to ensure employee satisfaction and engagement.
• Ensure timely completion and discussion of performance evaluation with each employee annually; conduct corrective counseling in consultation with the direct supervisor and Human Resources as needed.
• Establish a pay-for-performance culture that encourages differentiation in salary increases to ensure the highest performers are rewarded with the highest compensation as it relates to the job and salary range.
• Foster good employee/management relations. 

Other 

• Demonstrate the willingness to “lean in” or walk towards conflict for satisfactory resolution.
• Communicate with customers with accuracy and clarity as needed regarding updates, issues, projected timelines, etc.
• Establish and communicate quality measures for all employees to align with the company’s mission and values.
• Communicate clearly, concisely, and with accuracy to employees, addressing misunderstandings as needed.
• Monitor quality measurements within the RSC. Analyze the data and identify ways quality can be improved.
• Oversee the use of the corporate best practices as communicated by the Technical Experts in each specialty and work towards mastering them. Set the expectations of pride in the trade and workmanship. o Ensure technical training curriculum is fully and effectively implemented as provided by the Technical Experts.
• Establish accountability of each person in the RSC including leadership and individual employees.
• Ensure completion of post-job analysis to learn from failures and successes.
• Foster respect and a good working relationship with other RSC Directors and department Managers.
• Review and approve job quotes, then present offers to customers as determined by the “Quoting Approval and Authority” Matrix.
• Promote teamwork by fostering partnerships with key departments.
• Ultimately responsible for ensuring the overall safety of the employees of the RSC.
• Observe all safety procedures and use proper safety equipment as needed.
• Maintain a clean, neat, and safe work environment at all times.
• Operate and maintain equipment in a safe manner at all times.
• Promote strong company image and maintain positive working relationships at all times including professional behavior with customers, vendors, co-workers, and company leadership (daily basis).
• Provide outstanding customer service at all times.
• Perform other duties as requested. 

Requirements

Education: 

• Bachelor's degree in business, management, economics, or related field, with demonstrated technical experience.
• Bachelor’s degree in Engineering with proven business acumen acceptable.

Experience:

• Ten years of progressive leadership in this or similar industry.
• Proven experience in effectively engaging, driving and leading the sales process at the VP level and above in the customer organization.

Other:

• AUS national or valid AUS working permit
• Business acumen including understanding of factors affecting the P&L.
• Knowledge of industry techniques, processes, and testing.
• Knowledge of technologies and materials to enhance quality and safety.
• Knowledge of mining and industrial business and by having this knowledge being able to develop value equations to enable the sales of Innovative and other company products.
• Experience with establishing and using metrics to monitor development of employees.
• Strong analytical and problem-solving skills.
• Strong abstract reasoning skills.