Regional Manager

 Regional ManagerOcado Intelligent Automation - Toronto, OntarioAbout us 

Ocado is a UK-based company admitted to trading on the London Stock Exchange (Ticker OCDO). It comprises one of the world's largest dedicated online grocery retailers, operating its own grocery and general merchandise retail businesses under Ocado.com and other specialist shop banners, together with its Ocado Solutions division. The Ocado Solutions division is responsible for providing Ocado’s innovative advanced robotics technology, known as the Ocado Smart Platform ("OSP"), to our major retailer clients around the world. OSP comprises access to Ocado's physical infrastructure solutions, running highly efficient warehouse operations for the single pick of products, together with the entire end-to-end proprietary software applications and advanced robotics required to operate a world-class online grocery business. Our unique, proprietary and industry-leading technology is set to transform the shopping experience of consumers around the world. We have partnered with the Kroger Family of Companies in the United States and Sobey's Family of Companies in Canada to help redefine the grocery customer experience through the adoption of the centralized, automated model of online retailing provided by the Ocado Smart Platform. Come join us as we build our North American team, bringing world-class innovation and technologies to one of the most exciting global markets for e-commerce. 

 Job Summary:

The  Regional Manager for Field Service Technicians is responsible for overseeing and managing the day-to-day operations of the field service team, ensuring the successful delivery of services at customers' sites. This role will involve managing the field technicians, maintaining high standards of customer service, and ensuring the timely and efficient maintenance, and repair of Robotics Solutions products and equipment installed at customer locations. The manager will ensure the team meets service objectives, operational goals, and safety standards.

Key Responsibilities:

• Supervise, coach, and develop a team of field service technicians. Provide ongoing training and performance oversight, to ensure technical skills and customer service standards are met.
• Oversee the scheduling and dispatching of field technicians to ensure timely service delivery in collaboration with the operations resource planners. 
• Track performance, manage resources, and optimize service efficiency.
• Resolve issues related to service delivery to ensure customer satisfaction. Act as a point of escalation for technical or service-related concerns.
• Ensure high-quality field service standards are met, including installation, troubleshooting, maintenance, and repair of products and equipment.
• Monitor and report on key performance indicators (KPIs) such as response times, service quality, customer satisfaction, and productivity.
• Ensure compliance with all company policies, procedures, and regulatory requirements. Oversee the safety and health of field technicians and ensure safe work practices are followed.
• Manage and control the budget for field services, including technician labor costs, parts, and equipment used for field operations.
• Collaborate closely with departments like Customer Success and Hardware Engineering to provide customers with a seamless service experience.
• Identify areas for process improvement and cost-saving initiatives. Implement strategies to improve service delivery and operational efficiency.
• Participate in continuous improvement initiatives
• Managing and oversight of the third-party providers to ensure they are delivering service on time and within budget 

Qualifications:

• Bachelor’s degree in Business Administration, Engineering, or a related field (preferred).
• Experience: At least 5 years of experience in field services or a similar technical service role, with at least 2 years in a leadership or managerial capacity.
• Technical Skills: Strong understanding of technical services, installation, troubleshooting, and maintenance of products or equipment.
• Leadership Skills: Demonstrated experience in leading and managing remote teams, emphasizing performance management, coaching, and team development.
• Customer Focus: Strong customer service orientation with the ability to handle customer complaints and concerns. Vendor management oversight 
• Communication Skills: Excellent verbal and written communication skills, with the ability to interact effectively with customers, team members, and senior management.
• Problem-Solving: Strong analytical and problem-solving skills, with the ability to make decisions and manage complex service issues.
• Organizational Skills: Managing multiple tasks, prioritizing effectively, and meeting deadlines.
• Travel: Willingness to travel to various job sites as needed.

Preferred Qualifications:

• Certifications: Industry-specific certifications ( electrical, or mechanical certifications) are a plus.
• Experience with Service Management Software: Familiarity with field service management tools and software.

Working Conditions:

• The role involves remote supervision, office-based tasks, and on-site fieldwork.
• Occasional travel will be required up to 25%,
• Flexibility in working hours may be necessary, particularly when managing urgent issues

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