Area Service Manager

Company Summary

BlueCrest is the innovative leader in postal and parcel automation solutions. With a focus on operational efficiency, customer experience, and technology integration, BlueCrest empowers businesses to achieve success through streamlined processes and meaningful connections from data through delivery. BlueCrest is a global company with clients and team members located in 16 countries worldwide, including an expansive field service team comprised of nine-hundred specialized field service technicians. BlueCrest's manufacturing headquarters is based in Danbury, Connecticut.

Our BlueCrest culture is reflected by our core behaviors: Innovation, Collaboration, Accountability, Resourcefulness and Enthusiasm (ICARE). It is with these behaviors in mind that we approach every customer, every idea, every product, and every employee, every day. It is the essence of how we interact and work--it's how things get done at BlueCrest.

Job Description

POSITION SUMMARY

• The Service Manager is responsible for the organization and provision of appropriate skilled Service resources for onsite client requirements in their site / region.
• This position is responsible for the direct supervision of site operations within the US Services organization, supporting operational and performance management of Client Services Representatives; adherence to technical standards and operational procedures. The Service Manager will support the overall CSR and machine productivity metrics, ensuring an efficient and effective service team, which will in turn maximize client satisfaction.

CORE POSITION RESPONSIBILITIES AND EXPECTATIONS

Customer Relationship Management

• Primary BlueCrest Service contact for the Client on site.
• Ensure that commitments to service are delivered so that employee and client satisfaction is enhanced.
• Support or conduct regular client meetings to:
• Share system performance data as recommended by the CI team and/or management
• Understand client production scheduling.

Operational Management

• Support the delivery of Client contracted SLA's, delivering superior client experience and satisfaction.
• Ensure the upkeep of site-specific management information such as maintenance records, service work orders, and local management systems.
• Planning of preventative maintenance in line with BlueCrest best practices, ensuring that PMs are planned, published and agreed upon with clients in advance.
• Control and accountability of inventory on site and maximize efficiency of BlueCrest systems.
• As and when required by the Area Service Manager or Service VP, support or conduct review meetings with the clients with all actions documented and made available and shared.
• Support Service VP on Operational Projects as and when required including any team meetings, training or technical support.
• Ensure that company policies and procedures are upheld followed and communicated effectively.
• Identify any new requirements or additional services that will improve overall client productivity and performance.
• Ensure full compliance with all aspects of BlueCrest Quality Management System.
• Ensure documented operating quality procedures are in place and updated regularly.
• Drive continuous improvement initiatives and activities and support such activities as defined by the Service VP and Professional Services.
• Ensure that the BlueCrest Health and Safety Policy is applied in all instances and that all essential procedures are in place to cover the Health and Safety legal liabilities.
• Accountability for client P L, including generating chargeable revenue and control of costs.

People Management

• Operational management of a team of employees, providing motivation, highlighting training and development, coaching and counselling to deliver high levels of employee satisfaction and performance.
• Manage the contractual coverage required on designated sites to ensure that shifts are covered and manned including holiday planning and absence cover (if contracted).
• Deliver strong employee engagement and motivation through regular communication, employee development plans and interaction with the service team resulting in high employee retention and performance.
• Oversee the recruitment and management of all staff and for directly managing and recruiting own direct report team. Responsible for the identification and development of high potential staff as well as managing effective succession planning for key positions. Responsible for resource planning, absenteeism and performance management.
• Ensure that current HR policies and procedures are applied effectively at all times.
• Manage resource gaps within their networked peer group
• Any other duties reasonably required of the position

Qualifications

Required:

• Electro-mechanical experience
• Excellent written and verbal communication skills.
• Ability to work under demanding and restricted timelines.
• Ability to work independently with minimum supervision.
• Soft skills including effective listening, problem solving and facilitation.
• Valid US Driver's License.

Preferred:

• Financial awareness and cost control management
• Electro-mechanical experience in mail or print technology
• Demonstrable client experience enhancement

EEO Statement

BlueCrest is proud to be an equal opportunity employer. We are committed to developing and retaining an inclusive workforce around the globe, free of unlawful discrimination, harassment and retaliation. We provide equal employment opportunities to all persons without regard to race, ethnicity, creed, color, religion, age, sex, national origin, disability status, marital or familial status, genetics, pregnancy, veteran status, sexual orientation, gender identity or expression, or any other characteristic for which discrimination is prohibited by law

Benefits

As a leading provider of enterprise print, mail, and customer communications solutions, BlueCrest, Inc. is committed to its employees. This commitment is embodied in our competitive benefits package, which includes medical, dental, and vision coverage, as well as flexible spending accounts, life insurance, disability income, 401(k) Savings Plans, and employee assistance and wellness programs.