Regional Service Manager

At Dover Fueling Solutions (DFS), A Dover Company, we are taking fueling and convenience retail to the next level. We are passionate about cultivating excellence in everything we do, but what really fuels us is our people. They’re the heart of our company. As an employee, our promise to you is that you’ll work on new and innovative products and solutions, be mentored by managers and teammates who are collaborative, caring, and act with integrity, and can grow in ways that are meaningful to you. Unique and interesting projects – both locally and globally – will challenge you and allow you to pursue different and rewarding career paths.

Headquartered in Austin, TX, DFS has a significant technology development and manufacturing presence worldwide, including facilities in Brazil, China, India, Italy, Poland, the Netherlands, the United Kingdom and the United States.

Headquartered in Downers Grove, Illinois, Dover Corporation trades on the New York Stock Exchange under "DOV." Additional information is available at dovercorporation.com. 

Position Summary:

Regional Service Managers (RSM) are responsible for managing Authorized Service Organizations (ASOs) across a designated territory. Reporting to the Manager of Regional Services, RSMs will build and manage relationships with ASOs to ensure all Warranty Service Level Agreements are met. RSMs are the primary contact for service provider escalations, questions, training, and development.

Position Duties:

· Manage ASO performance to ensure ASOs perform to Wayne requirements (to contractual quality, safety, response, repair, and reporting standard
· Build strong long-term relationships with specific customers within the region; customers will be identified in collaboration with the Commercial Leaders
· Interface regularly with the Commercial Sales Leader to review and support regional market-share growth initiatives and identify opportunities to develop additional ASO support
· Conduct performance audits utilizing Oracle reports
· Ensure contractors are properly staffed, trained, and carry the appropriate genuine parts
· Interface with service team counterparts to establish best practices
· Analyze parts usage and open call reports for trends
· Manage warranty dollars and control costs in region through travel, labor, and service gaps
· Ensure Wayne policies and procedures are followed
· Visit customers and distributors in coordination with sales
· Investigate and mediate issues between contractors and customers
· Documents issues/resolution plans (communicates to all affected parties)
· Manages chronic problem resolution process
· Serves in an interface role or key internal/external customers involved with assigned projects
· Support local and regional trade show
· Recruit, develop, and maintain service network - For example: Develop service targets for service providers and add, remove, and develop ASOs based on service gaps and customer needs
· Identify weakness (products or ASO) and implement corrective measures
· Assist with the development and implementation of support plans (i.e., training etc.) for ASOs and customers
· Visit key customers with service personnel
 
Position Requirements:

· Bachelor’s degree in business, engineering, or equivalent experience or 5 years of experience in petroleum equipment industry
· Minimum 3 years of experience in petroleum equipment industry preferred
· Must have clear and effective communication skills]
· Must have good computer skills (Microsoft Suite, etc.)
· Ability to travel up 25% of the time
· Demonstrated ability to make commercially focused decisions (KPI’s, coverage, relationship development)
· Demonstrated ability to build relationships and cultivate partnerships that help grow a service network
· Demonstrated capability to identify service gaps and develop action plans to address gaps

Desired Characteristics:

· Ability to manage multiple priorities and tasks simultaneously
· Ability to work well under pressure, in a fast-paced environment
· Excellent oral and written communication skills
· Strong interpersonal and leadership skills
· Strategic thinker with ability to drive change
· Execution champion
 

We are #EnergizedByGrowth.

DFS is part of a legacy of leadership that spans back generations, made up of some of the most trusted, leading-edge brands in the industry. As part of Dover Corporation and with our talented, innovative, outstanding people, we are doing great things and redefining what is possible in fueling and convenience retail. Providing advanced fuel-dispensing equipment, including clean energy solutions, systems and payment, automatic tank gauging and wet stock-management solutions, DFS comprises the product brands of Wayne Fueling Systems, OPW Fuel Management Systems, ClearView, Tokheim, ProGauge, Fairbanks, LIQAL, AvaLAN, and Bulloch Technologies.

Work Arrangement: Remote

Bonus Eligible: This position is eligible to earn a discretionary bonus based on performance metrics and other criteria outlined in our applicable bonus plan.
We consider several job-related, non-discriminatory factors when determining the pay rate for a position, including, but not limited to, the position’s responsibilities, a candidate’s work experience, a candidate’s education/training, the position’s location, and the key skills needed for the position.  Pay is one of the Total Rewards that we provide to compensate and recognize employees for their work.

Benefits for this position include: a 401(k) savings plan with employer contributions; medical, dental and vision insurance; wellness programs; health savings account, health care and dependent care flexible spending accounts; company paid short-term disability and long-term disability; company paid employee basic life and AD&D insurance; supplemental employee and dependent life insurance; optional accident, hospital indemnity and critical illness insurance; adoption, surrogacy, and fertility benefits and assistance; commuter benefits; parental, military, jury duty, and bereavement leaves of absence; paid time off, including 9 paid holidays per calendar year, paid vacation days beginning at 120 hours annually, 40 paid sick leave hours annually or as provided under state and local paid sick leave laws, wellness stipend, tuition assistance; business travel services; employee discounts; and an employee assistance program that includes company paid counseling sessions and legal services. Eligibility for benefits is governed by applicable plan documents and policies.

All qualified applicants will receive consideration for employment without discrimination based on race, colour, religion, sex, sexual orientation, gender identity, national origin, protected veteran status, disability, age, genetic information, or any other factors prohibited by law.

Attention Applicants: If you are an individual with a disability and require reasonable accommodation to complete any part of the application process, please let us know. Likewise, if you are limited in the ability to access or use this online application process and need an alternative method for applying, we will determine an alternate way for you to apply. Please contact dfs.hrinquiries@doverfs.com for assistance with an accommodation. Kindly specify Job Requisition Number / Job Title and Location in response.

Location: WI, MI, IN, OH, IL, KY covering the Mid-West part of the US

Job Function: Other