Service Manager

　　Location MA, Springfield

　　Department Field Support

　　Employment Type Full Time

　　Have you ever used the self-checkout in your local grocery store? Played the slots at a Las VegasCasino? 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 thetechnology 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 43 service branches.

　　WHAT YOU'LL BE DOING

　　As the Branch 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 Field Service Technicians to ensure timely and effective service for our diverse customer base.

　　You will lead the recruitment, development, and management of service technicians (14), fostering a culture of excellence and continuous improvement over Northeast 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 efficiency through the implementation of 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 and improve key performance metrics, such as Suspend Rate, Response Time, Bounce Rate, and Technician Utilization, to enhance service quality.

　　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 to improve their performance and professional growth.

　　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 and industry trends to maintain a cutting-edge service operation.

　　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 or equivalent work experience.

　　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.

　　Willingness to travel within the assigned territory.

　　WHAT WE’RE OFFERING

　　Flexible work environments

　　Defined career growth plans with opportunities to go outside of your “comfort zone”.

　　“Team Building activities that support innovation”.

　　Generous paid time off, including sick and holiday.

　　Medical, dental, & vision insurance

　　401K with Company contribution

　　Flexible spending accounts

　　Life insurance and disability benefits

　　Discounts for childcare

　　Tuition assistance

　　Community involvement and volunteering events

　　Opportunities to travel and work at our global sites.

　　Sound interesting? Come see why we areOneCPI (https://www.cranepi.com/en/careers) !

　　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.

　　# CPI #LI - DS1 #REMOTE