Regional Support Manager

Summary: Directs FSG field activities in an assigned region by coordinating and managing FSEs; to drive business objectives and customer satisfaction by performing the following duties:

Job Duties:
• Staffs, trains, monitors and mentors team of FSEs.
• Manages the Field Support Group to provide support services to internal and external customers.
• Manages day-to-day activities of the FSE group to include: prioritizing, scheduling, special projects, etc.
• Responds to and resolves customer inquiries regardless of the complexity.
• Completes, maintains, and processes pertinent paperwork and records.
• Ensures staff compliance with company programs and initiatives.
• Interacts with ASG to ensure technical and process competencies with the FSEs.
• Advises upper management on product issues arising from product problems identified through
customers.
• Plans levels of support according to product release schedules.
• Forecast and manages budget to ensure adherence to guidelines.
• Monitor regional quality and metric goals.
• Drive escalation process within assigned region to ensure timely issue resolution while maintaining high customer satisfaction.
• Ensures staff is trained to help customers use products properly.
• Other projects and tasks as assigned by the Director of FSG.
• Directly supervises employees in their area of responsibility. Carries out managerial/supervisory
responsibilities in accordance with the organization’s policies and applicable laws.
• Responsibilities include interviewing candidates; hiring, promotion and transfer of employees in conjunction with the appropriate level of management and Human Resources; training employees; planning, assigning, and directing work; appraising performance; rewarding and disciplining employees; terminating employees in conjunction with department director and Human Resources; addressing complaints and resolving issues.

Skills:
• To perform this job successfully, an individual should have knowledge of
• Database software; Internet software; Spreadsheet software and Word
• Processing software. Company usable software
• Ability to read, analyze, and interpret professional journals, technical procedures, or governmental regulations.
• Ability to write reports, business correspondence, and policy manuals. Ability to effectively present information and respond to questions from groups of managers, clients, customers, and the general public.

Education & Requirements:
• B.S degree in Engineering or related field required; 5 to 7 years experience; and 3 or more years of management experience or the role of FSE III.
• Current driver’s license required. Passport may be required depending upon territory.
• Ability to travel domestically and internationally if needed. Up to 80% over-night travel.

Can be located anywhere within the West Region.

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability or protected veteran status.