- Progressively responsible field service, technical operations or service-delivery experience is required. One to three years of supervisory or management experience is preferred. Candidates without formal management experience may be considered when they demonstrate equivalent readiness through the RST4 Leadership Track, Lead Technician, Manager-in-Training or a comparable leadership path.
- Working knowledge of field service operations, workforce planning, SLA/KPI management, customer escalation, safety, inventory, service documentation and quality expectations.
- Demonstrated ability to read and interpret management reports, identify trends, perform business and cost analysis, make timely decisions and follow corrective actions through completion.
- Ability to manage headcount and operating expenses and to understand the effect of labor, overtime, travel, third-party service and rework on profitability.
- Knowledge of employee coaching, performance management, documentation, conflict resolution and the appropriate use of Human Resources support.
- Excellent written, verbal, presentation and interpersonal communication skills, including the ability to communicate effectively with technicians, managers, customers, vendors and senior leadership.
- Strong organizational skills and the ability to manage multiple concurrent priorities in a fast-paced, geographically distributed service environment.
- Sound judgment, personal accountability, professionalism and the ability to maintain composure while handling sensitive employee matters and high-impact customer situations.
- Proficiency with service-management, reporting, communication and standard office-productivity systems used by the organization.
Ability to travel throughout the assigned area and maintain a valid driver's license and acceptable motor-vehicle record when driving is an assigned job requirement
