at Crane Payment Innovations in Mt. Prospect, Illinois, United States
Job Description
Director, Field Service
Location IL, Mt. Prospect
Department Field Support
Employment Type Full Time
Have you ever used the self-checkout in a Walmart or Target? Played the slots at an MGM 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: >2,000 global associates, 7 manufacturing sites, 12 corporate offices and a national field service organization.
WHAT YOU’LL BE DOING
As the Director of Field Service, you will lead the global service delivery organization that delivers technical field service to our valued customers. The Director of Field Service position is critical to providing direction, personnel management, and driving strategic initiatives that will allow our field technicians to deliver best-in-class service to our customers.
The Director of Field Service will have a direct impact on CPI customers and associates and will be responsible for:
+ Recruit, hire, direct, manage, coach and mentor field leadership throughout global field service that includes all technicians, service managers and regional managers.
+ Drive growth, innovation and best practices in region and share best practices with colleagues.
+ Monitor and drive performance for branch metric and revenue goals.
+ Ensure service quality and customer satisfaction in region.
+ Setting goals and supervising team activity.
+ Develop succession planning and assist with development and desire career paths for the associates in the area of responsibility.
+ Identify and implement processes and tools that increase technician productivity and efficiency.
+ Plan and monitor day-to-day running of business to ensure smooth progress and limit customer disruptions.
+ Evaluate overall performance by gathering, analysis and interpreting KPIs.
+ Investigate customer complaints and manage escalation procedures.
+ Other duties assigned as required.
WHO WE’RE LOOKING FOR
You will bring a strong customer focus with well demonstrated success managing teams within a high-paced service delivery organization.
Qualifications and Requirements
+ Bachelor’s degree in business, technical field or equivalent experience in Service Delivery or Operational functions
+ Minimum 10 years of experience in a service operational role, ideally within the payment solutions, financial, retail, or gaming industry
+ A strong understanding of technical field services, including service desk, maintenance, repair, and installation services
+ Self-motivated and results-oriented with excellent communication, analytical, and problem-solving skills
+ Demonstrated ability to develop and maintain relationships with customers, partners, and internal stakeholders
+ Strong business acumen.
+ Effective communication and negotiation skills.
+ Detail-oriented and collaborative.
+ Strong time management discipline with ability to multi-task without losing site of bigger picture.
+ Ability to self-direct work needs.
+ Ability to motivate and lead individuals and teams.
+ Strong commitment to meeting deadlines.
+ Ability to travel domestically as required (up to 50%)
Personal Attributes
This role requires a dynamic individual who enjoys serving our customers and has the tenacity to manage day-to-day problems while not losing the big picture. Desired attributes include:
+ Action Oriented: You display a sense of urgency and are known for being a timely decision maker
+ Customer Service Oriented: You possess a drive to serve your “customers” and focus on responding promptly to team and customer needs
+ Facilitator: You are good at negotiating win-win solutions
+ Organized: You assemble all necessary materials and information before starting a task
+ Presentation skills: You are confident when speaking to groups and presenting information
+ Quality written communication: Your writing is concise and descriptive, and you believe it is necessary to “overcommunicate” project status/updates
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. 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.
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
Sound interesting? Come see why we are OneCPI!
CPI is part of Crane NXT
Crane NXT is a premier industrial technology company that provides proprietary and trusted technology solutions to secure, detect, and authenticate what matters most to its customers. The company is a pioneer in advanced, proprietary micro-optics technology for securing physical products, and its sophisticated electronic equipment and associated software leverages proprietary core capabilities with detection and sensing technologies. Crane NXT has approximately 4,000 employees with global operations and manufacturing facilities in the United States, the United Kingdom, Mexico, Japan, Switzerland, Germany, Sweden, and Malta. For more information, visit www.cranenxt.com.
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.
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