Service Manager

Service Manager

Location IN, Indianapolis Department Field Support Employment Type Full Time

Have you ever used a self-checkout in at the grocer you frequent? Played the slots at a Las Vegas Casino? Maybe you grabbed a drink from a vending machine or paid to park your car? If you've answered with a resounding YES, then you've done so with the aid of one of the 10 million devices installed by Crane Payment Innovations (CPI). We make the technology that powers your everyday life, enabling more than 4 billion transactions every week in more than 143 currencies worldwide. From cash and coins to cards and mobile, we keep the world of payments moving with smart validation devices and business management software. Headquartered in Malvern, PA, CPI is supported by >2,500 global associates, 7 manufacturing sites, 12 corporate offices and 30 service branches.

What You'll Be Doing

As the Service Manager at CPI, you will play a pivotal role in ensuring the satisfaction of both traditional Cummins Allison and CPI customers. Your primary focus will be on delivering a superior customer experience by championing a customer-centric approach and working closely with the support and sales teams to ensure timely and effective service for our diverse customer base. The Service Manager will manage 17 Field Service Technicians and covers the territory of Michigan, Indiana and North Central KY to Louisville. You will lead the recruitment, development, and management of service technicians, fostering a culture of excellence and continuous improvement within an assigned territory. In addition, you will keep a watchful eye on key performance metrics and lead efforts to improve service processes, while also resolving service escalations with a focus on long-term solutions and preventive measures. Your forward-thinking mindset will drive innovation and operational efficiency through the implementation of high-quality service delivery using emerging technologies and best practices, ensuring that our service operations remain on the cutting edge of the industry.

Key Responsibilities

• Customer Satisfaction and Service Excellence:
  • Foster a customer-centric approach to ensure exceptional customer satisfaction for both Cummins Allison and CPI customers.
  • Collaborate closely with the support and sales teams to provide timely and effective service to meet customer needs and to drive growth of our product and service offerings.
  • Monitor daily activities and improve key performance metrics, such as Response Time, Bounce Rate, Technician Utilization, Customer Satisfaction, and SLA attainment to enhance service quality and ensure timely completion of work orders.
• Technician Management and Development:
  • Lead the recruitment, hiring, and management of service technicians for both Cummins Allison and CPI products.
  • Implement a forward-looking training and development program to enhance technician skills and keep them at the forefront of industry trends.
  • Continuously mentor and support technicians by building strong succession plans and career paths that support long-term growth and engagement.
  • Ensure compliance with safety, quality and regulatory standards across all service operations.
• Service Process Enhancement:
  • Spearhead efforts to improve service processes and procedures, ensuring a smoother customer experience for both Cummins Allison and CPI customers.
  • Drive innovation and efficiency through the implementation of emerging technologies and service best practices.
  • Proactively identify opportunities for improvement by identifying gaps and initiating change based on industry trends to maintain a cutting-edge service operation.
  • Maintain budgets, forecasts, and cost control for field service operations while ensuring optimized staffing and workforce planning.
• Service Escalation Resolution:
  • Take ownership of service escalation resolution for both Cummins Allison and CPI customers, focusing on long-term solutions and preventive measures.
  • Collaborate with cross-functional teams to address customer concerns swiftly and effectively.
  • Ensure that the reputation of Cummins Allison as a trusted provider of cash, coin, and check processing solutions is upheld.

Qualifications:

• Bachelor's degree in a related field.
• 3-5 years of experience in service management or supervisory roles, preferably in a field operations environment.
• Proven experience in service management or a related field, with a track record of achieving and exceeding performance targets.
• Strong leadership and interpersonal skills, with the ability to effectively manage and mentor a team of service technicians.
• Excellent problem-solving abilities and the capacity to resolve service escalations.
• Strong analytical and data-driven decision-making capabilities.
• Exceptional communication skills, both written and verbal.
• Ability to travel within the assigned territory.

What We're Offering

We offer an excellent compensation and benefits package, including health, dental, and vision insurance, 401(k) with employer match, and paid time off. Benefits include: Flexible work environments Defined career growth plans with opportunities to go outside of your "comfort zone" Medical, dental, & vision insurance 401K with Company contribution Life insurance and disability benefits Community involvement and volunteering events Opportunities to travel and work at our global sites

If you are an experienced Service Operations leader with proven success in technical field services within the payment solutions, financial, retail, or related industries, then we want to hear from you. Apply today and join CPI's team of payment innovators.

Crane Payment Innovations is committed to hiring a diverse workforce. Applicants will receive consideration without regard to race, color, religion, sex, gender identity, sexual orientation, age, disability, military status, or national origin or any other characteristic protected under federal, state, or applicable local law.