Regional Service Manager LATAM

Job description

Regional Service Manager LATAM

AVI-SPL is a digital enablement solutions provider who transforms how people and technology connect to elevate experiences, create new value, and enable organizations to thrive and grow.

We are the largest provider of collaboration technology solutions, which include our award-winning managed services.

Our highly certified industry experts and innovation leaders share a vision to help people work smarter and live better.

We believe that success starts with a sound team and that an inclusive and diverse workplace moves us all forward.

WHAT YOU’LL DO

The Regional Service Manager will be central in delivering a positive Customer experience within their assigned territory.

This will include oversight of in-region field service technicians and dedicated onsite staff, incident and escalation management delivered in coordination with AVI-SPL’s Global Help Desk, and consideration of third-party contractors.

In addition to managing and liaising with these resources, the Regional Service Manager will build relationships with local Customers and with in-region Sales and Operations stakeholders.

In addition to these Service Delivery elements, the Regional Service Manager will also be accountable for the P&L performance of their respective region’s Service divisions.

The Regional Service Manager will work closely with regional and Services leadership to enhance customer satisfaction and customer retention through reliable and valuable user engagements that enable a world class customer experience.

Day-To-Day Responsibilities:

• Recruit, motivate, support, and mentor quality personnel in fulfillment of Field Service Engineering and Onsite Managed Services disciplines
• Partner with the Director, Field Service Training and Development to ensure that the Company’s field service personnel are trained and ready to support the latest hardware and software technologies being offered to company customers
• Develop, implement, and refine strategies aligned with company’s corporate initiatives that are dedicated to the fulfillment of a consistent and superior Customer Service experience regardless of region
• Manage relationships with local subcontracted field service providers to ensure delivery of a consistent and superior service experience to company customers
• Interface with Customers to ensure the Services being delivered are aligned with expectations.
  
  Partner with Customers and company Integration and Global Support Services teams (Help Desk, Conference Services, etc.) teams to take corrective action where appropriate
• Support Customer engagement meetings – including Request for Proposal sessions for key Systems Integration and Services opportunities
• Oversee all aspects of the local Service P&L by contributing to top line services revenue growth (new service contracts, renewals, time & materials transactional engagements, and small projects) and the reduction of operating expenditures (outside spend, inefficient process costs)
• Maintain a positive collaborative attitude, a strong work ethic, and be able to drive a team-centric environment
• Perform additional tasks, responsibilities, and projects as needed to support the team and organization, ensuring flexibility in adapting to evolving priorities and objectives

WHAT WE’RE LOOKING FOR

Must-Haves:

• Excellent presentation skills and be comfortable sharing thought leadership with Executive stakeholders, Customers, Manufacturers, and Third-Party Service Providers
• Strong written skills and competence with business applications used to construct documents, financial analysis, or presentations
• Proven ability to significantly contribute toward or lead operation initiatives with a results-oriented approach
• Demonstrated leadership and management skills in a team-oriented, collaborative environment
• Exceptional strategic thinking and structured problem-solving skills
• Excellent communication and interpersonal skills, both verbal and written
• Excellent capability to switch tasks while adapting to changing priorities
• Ability to negotiate conflict and maintain constructive working relationships with people at all levels of the organization
• Self-starter capable of working independently and ensuring to meet deadlines
• Must gain and maintain a strong working knowledge of company service portfolio and gain a strong knowledge of supporting processes for each offering

Nice-To-Haves:

• Bachelor’s degree or equivalent work experience; a master’s degree is preferred
• Minimum 8 -10 years’ management experience managing a diverse operation preferably in the Audio Visual or Construction industry
• ITIL Foundations certification with additional intermediate level certifications in service transition, service operations, and CSI preferred
• PMP certification preferred

Seniority level

• Mid-Senior level

Employment type

• Full-time

Job function

• Industries: IT Services and IT Consulting and Broadcast Media Production and Distribution

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