Regional Service Director - US West

WHO WE ARE

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 Services Director is a member of AVI-SPL’s senior service management organization responsible for direction and oversight of service-related activities within the assigned geographic region. This position is accountable for Service financial performance within the region specifically focused on gross margin performance and world class customer satisfaction.
• This role is also responsible for driving policy implementation and oversight, completion of specific objectives as directed by the Regional and LOB SVP/VP and focus on targeted initiatives to drive change management within both the Service LOB and regional branch offices.

Day-To-Day Responsibilities

• Partner with Regional SVPs/Executive leadership to develop and implement continuing growth strategies.
• Proactive management of service operations leadership (Regional Service Managers) and their respective team members (Field Service and Onsite Managed service staff) to ensure achievement of business performance targets and standards taking timely action, as necessary, to make sure targets are achieved
• Lead regular 1:1 meetings with service leadership as well as other company leaders to develop, implement, and monitor strategic plans and ensure alignment around organizational goals
• Direct engagement in regional budgeting and business plan development to ensure goals and objectives are aligned with corporate directives
• Manage and drive financial accountability to Regional Service Managers around gross margin performance, cost containment, customer satisfaction, resource utilization, and other key financial reporting and metrics to ensure annual AOP targets are achieved. This includes working with Revenue and Sales Operations to ensure cost and revenue alignment. As required, review/approve new contracts and amendments as they pertain to service delivery obligations.
• Ensure adoption and implementation of core processes, tools and operational policies necessary to drive better delivery, consistency and standardization across the regions
• Provide input to Service LOB leadership on best practices and operational efficiencies to enhance delivery, profitability and client satisfaction. Partner with SVC LOB leadership to ensure the desired Customer Experience is being delivered. Work with global shared services to ensure service is delivered to expectations. Work with other RSD roles to ensure the experience is consistent across regions / theaters.
• Meet with key clients, assisting leadership and personnel with maintaining relationships to ensure a high level of client satisfaction from a service delivery perspective
• Drive improved client satisfaction scores thru lessons learned process and corrective measures to address both passive & detractor customer service scores
• Guide service management with resource planning and staffing needs in alignment with demand
• Foster an environment that rewards accomplishment and encourages the advancement and retention of productive employees
• Travel to regional offices to directly interface with service, sales, and operations leadership and team members on an as needed basis
• Other duties assigned as needed

WHAT WE’RE LOOKING FOR

• Ability to lead with confidence and create alignment amongst various departments within the
• organization
• Creation of a positive and accountable team environment to attract and develop staff
• Ability to direct a team towards a cohesive set of strategic objectives and maintain efficient timelines in the completion of tasks
• Ability to understand and leverage existing company systems to provide solutions to the business and recommend new systems when required
• Proven ability to significantly contribute toward or lead service initiatives with a results oriented approach
• Ability to build internal and client facing relationships
• Demonstrate leadership and management skills in a team-oriented, collaborative environment
• Exceptional strategic thinking and structured problem-solving skills
• Excellent presentation skills and be comfortable sharing thought leadership with Executive stakeholders from AVI-SPL, Customers, Manufacturers and Third-Party Service Providers
• Proficiency in various business productivity systems
• Ability to balance multiple tasks with 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 deadlines are met
• Excellent communication and interpersonal skills, both verbal and written
• Proficient with Microsoft Office (Word, Excel, Outlook, etc)
• Valid Driver’s License and a Motor Vehicle Record that meets AVI-SPL driving standards

Nice-To-Haves

• Minimum of a 4-year degree or comparable industry experience is required
• 5+ years service management experience required
• 5+ years in a leadership role (direct or indirect)
• Extensive experience developing and implementing business processes and streamlining service operations
• Demonstrated experience understanding and executing operational strategies and processes, resulting in exceeding business targets
• Proven experience supporting strategic growth, training, and development of service professionals

WHY YOU’LL LIKE WORKING HERE

• Medical benefits, including vision and dental
• Paid holidays, sick days, and personal days
• Enjoyable and dynamic company culture
• Training and professional development opportunities

More About Us

AVI-SPL is an Equal Opportunity/Affirmative Action Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, pregnancy, sexual orientation, gender identity, national origin, age, protected veteran status, disability status, or membership in any other group protected by federal, state, or local law.

AVI-SPL is an AA/Disabled/Veteran Protected Employer VEVRAA Federal Contractor.

AVI-SPL reserves the right to alter work hours and work location as necessary. Work hours may vary based on client requirements and may include travel to various locations in support of the account.