Regional Service Manager

Location:  

Philadelphia, PA, US, 19019

Job Requisition ID: 56466

Department: Manuf. & Operations (DEPT_MFGOP)

At Dover Fueling Solutions (DFS), we are taking fueling and convenience retail to the next level. We are passionate about cultivating excellence in everything we do, but what really fuels us is our people. They’re the heart of our company. As an employee, our promise to you is that you’ll work on new and innovative products and solutions, be mentored by managers and teammates who are collaborative, caring, and act with integrity, and have the opportunity to grow in ways that are meaningful to you. Unique and interesting projects – both locally and globally – will challenge you and allow you to pursue different and rewarding career paths.

We are #EnergizedByGrowth.

DFS is part of a legacy of leadership that spans back generations, made up of some of the most trusted, leading-edge brands in the industry. As part of Dover Corporation and with our talented, innovative, outstanding people, we are doing great things and redefining what is possible in fueling and convenience retail. Providing advanced fuel-dispensing equipment, including clean energy solutions, systems and payment, automatic tank gauging and wet stock-management solutions, DFS comprises the product brands of Wayne Fueling Systems, OPW Fuel Management Systems, ClearView, Tokheim, ProGauge, Fairbanks, LIQAL, AvaLAN, and Bulloch Technologies. Headquartered in Austin, TX, DFS has a significant technology development and manufacturing presence worldwide, including facilities in Brazil, China, India, Italy, Poland, the Netherlands, the United Kingdom and the United States.

Position Summary:

Regional Service Managers (RSM) are responsible for managing Authorized Service Organizations (ASOs) across a designated territory. Reporting to the Manager of Regional Services, RSMs will build and manage relationships with ASOs to ensure all Warranty Service Level Agreements are met. RSMs are the primary contact for service provider escalations, questions, training, and development.

Position Duties:

• Manage ASO performance to ensure ASOs perform to Wayne requirements (to contractual quality, safety, response, repair, and reporting standards)
• Conduct performance audits utilizing Oracle reports
• Ensure contractors are properly staffed, trained, and carry the appropriate genuine parts
• Interface with service team counterparts to establish best practices
• Analyze parts usage and open call reports for trends
• Manage warranty dollars and control costs in region through travel, labor, and service gaps
• Ensure Wayne policies and procedures are followed
• Visit customers and distributors in coordination with sales
• Investigate and mediate issues between contractors and customers
• Documents issues/resolution plans (communicates to all affected parties)
• Manages chronic problem resolution process
• Serves in an interface role or key internal/external customers involved with assigned projects
• Support local and regional trade shows
• Recruit, develop, and maintain service network
  • Develop service targets for service providers
  • Add, remove, and develop ASOs based on service gaps and customer needs
• Identify weakness (product or ASO) and implement corrective measures
• Assist with the development and implementation of support plans (i.e., training etc.) for ASOs and customers
• Visit key customers with service personnel

Position Requirements:

• Bachelor’s degree in business, engineering, or equivalent experience
• Minimum 3 years of experience in the petroleum equipment industry ­­­­­­preferred
• Must have clear and effective communication skills
• Must have good computer skills (Microsoft Suite, etc.)

Work Arrangement : Remote  

Salary Range: $80,000 – $120,000 DOE