Field service manager

With over 140 years of innovation and service excellence, Burroughs keeps technology running for some of the largest financial institutions and retailers across North America. Through our North American network of field service professionals and digital support teams, we deliver full lifecycle management for payment and transaction automation, self-service, robotic, and IoT technologies—ensuring our customers experience maximum uptime and performance every day.

At Burroughs, we believe in growing our people as much as we grow our technology services. Many of our leaders began their careers in the field, and their success stories continue to inspire new generations of technicians, engineers, and support professionals. Our work is diverse, dynamic, challenging, and rewarding—but for those with curiosity, integrity, and a drive to learn, Burroughs is a place to build a lasting and meaningful career.

JOB SUMMARY:

The Field Service Manager role possesses transformational leadership ability, exceptional executions skills, innovative thinking, laser focus on delivering exceptional customer experience and consistently drives cost efficiencies and revenue growth. Key responsibilities include maintaining and/or exceeds current levels of service/implementation business performance, and customer satisfaction.

Essential Functions/Key Responsibilities:

• Monitor, review and analyze district customer satisfaction levels. Provide input for adjustments and/or improvements and assure compliance.
• Monitor, review and analyze district service/implementation business performance (districts, teams) to established goals and objectives. Provide input for adjustments and/or improvements and assure compliance.
• Assure the achievement of the district service and professional service technical performance and quality goals.
• Mentor and lead all direct reports to achieve optimal efficient performance.
• Monitor, review and analyze capabilities of technicians within the region. Assure that they are trained, certified, productive and proficient to meet or exceed customer needs by providing superior service and professional business performance.
• Assure customer satisfaction levels for service and implementation solutions are met or exceeded throughout the district.
• Assure compliance to corporate policies and procedures regarding safety. Ensure safeguarding of proprietary and confidential information.
• Responsible for compliance of policies and procedures that assure protection and control of all the corporate and customers owned assets within the region.
• Responsible for expense control within the district to comply with targets and goals set within district budgets.
• Assure optimum district profitability through review of district P&Ls.
• Assure that district service and professional service business activities and processes are compliant with policies, procedures and standards where applicable.
• Promote career development by creating a learning environment with an emphasis on continuous organizational and skill development at all team member levels.
• Embrace and encourage diversity in the workplace through conscious effort to hire, promote and train a diverse workforce.
• Manage team member recognition: Ensure districts and customer engineers are recognized for outstanding contributions.
• Ensure compliance and education of all Human Resource policies and state and Federal Labor Laws.
• Ability to travel within the district up to 40% of the time.

Knowledge, Skills and Abilities:

Position requires a highly motivated individual with a solid performance history of demonstrated business acumen, leadership and management skills.

• Excellent customer communication skills.
• Acute attention to detail.
• Strong interpersonal skills.
• Strong analytical and problem solving skills.
• Good planning and organizational skills to balance and prioritize work.
• The individual should demonstrate and possess a good understanding and knowledge of on-site field service, professional services and business development strategies.
• Knowledge of Company product and service offerings and deliverables; Company operating planning and deployment processes; Company operational and financial standards and requirements; Service Order Attainment and Onboarding processes and deliverables; Company service management/coordination requirements; professional service coordination requirements. (preferred)
• The individual must be a leader with the ability to communicate effectively (oral/written) and demonstrate good problem-solving skills. The individual should possess the ability to satisfy customer requirements with appropriate resource management while creating a culture and operating environment where teams are inspired to meet performance objectives.

Physical Requirements and Working Conditions:

This is largely a sedentary role, requiring use of typical office equipment such as a computer, laptop and cell phone. This job operates remotely from the DM’s home. This job requires travel within the district to lead and monitor your team. This job requires extended availability to field escalations on an as needed basis.

Education and Experience:

5+ years of operations managerial experience. Experience using MS Office suite, and service ticket tracking solutions. Experience managing a remote workforce. Four or more years of broad and proven accounting experience. Standard Microsoft applications, including Windows, Outlook, Excel, and Word preferred.

Other Duties: Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the team member for this job. Duties, responsibilities and activities may change at any time with or without notice.

Burroughs (CA) Inc. operates in adherence to the Human Rights Code of the Human Rights Commission. Every person has a right to equal treatment with respect to employment without discrimination or harassment because of race, ancestry, place of origin, colour, ethnic origin, citizenship, creed, sex, sexual orientation, gender identity, gender expression, age, record of offences, marital status, family status or disability.