Now Hiring - Regional Manager - Resident Business in Kennesaw, GA

• Manage residential service contracts for the customers, overseeing account management, budgetary control and r working with the resident service managers to deliver the open book resident maintenance service contract
• Define, develop and promote KNAPP’s distinctive service brand within the organization
• Strengthen the service departments’ financial position through effective support development, communication, and promotion of service and product support
• Develop strategies to capitalize on opportunities
• Take an active role in leading and managing the growth and development of the customer service resident business operation within KNAPP Inc. to increase business opportunities in line with KNAPP’s corporate requirements
• Liaise with the customer to help increase productivity and revenue
• Represent KNAPP Inc. customer service to a wide variety of audiences, including building relationships with customers, internal and external
• Take an active role in leading and supporting the growth and development of the Resident business and customer service operation within KNAPP AG to increase business opportunities in line with KNAPP’s corporate requirements
• Maintain strong relationship with the customers, both internally and externally, to seek opportunities for revenue growth

ROLE-SPECIFIC COMPETENCIES

Service Support

• Plan and implement additions, deletions and major modifications to the customer service delivery of KNAPP's existing and new resident sites in collaboration with the corporate leadership
• Oversee the implementation of maintenance services and solutions at customer-level
• Anticipate future customers service needs and identify proactive solutions to meet the requirements
• Perform budgetary control, oversee the maintenance contract and provide proactive support to the residential service managers and supervisors working on customer service engagements
• Ensure and review that the quality of delivery takes place
• Provide support and leadership to customers and managers with inquiries or queries requiring escalation within KNAPP
• Develop, implement, and maintain sound business practices

Compliance

• Oversee, all aspects of the system-related software management used by KNAPP Customer Service
• Support customers in all aspects of customer relations
• Ensure Health and Safety deployment and delivery on all resident contracts

Maintenance Management

• Help establish and build relationships and sound working principles with all customers in conjunction with corporate leadership
• Oversee service growth and assist in the resident business budget planning; work with the Director Operations – RBS and/or Vice President Customer Service to develop resident budgets

Communication

• Ensures the Director Customer Service Operations is well informed, at all times, of changes and newsworthy events within the KNAPP Inc. resident customer base
• Effectively communicates relevant service-related information to line managers
• Handles difficult personnel situations directly, using appropriate discretion, HR advice, and respect for the individual
• Promotes KNAPP through speaking at customer engagements, seminars, conferences and involvement in local subsidiary organizations

Technical Expertise

• Possesses significant knowledge of complex servicing concepts and assists in establishing standards applied across subsidiaries
• Establishing standards that can be applied across global service regions

Management

• Ensures that new service operations plans, policies, procedures, and transition/migration plans are consistent with the overall company goals and objectives
• Holds responsibility for customer satisfaction with service on a consistent basis

Financial Management

• Develops and meets revenue and other financial goals for service on time
• Ensures subsidiaries accurately forecasts revenue, profitability, margins, bill rates and utilization across the service (10M+)
• Manages the negotiation of service contract pricing when necessary

Customer Support & Development

• Provides leadership and guidance in all aspects of the resident service sales cycle
• Takes a lead role in monitoring the identification and development of strategic service accounts
• Involves, as appropriate, the “Our Service Team” in order to achieve service goals and objectives
• Manages business development in service on a strategic level for their customers
• Grows long-term relationships with customers and capitalizes on service and partnership opportunities

WHAT YOU HAVE

• Bachelor’s Degree in technical field or recognized vocational qualification in Electrical/Mechanical Engineering, or equivalent combination of education, training, and experience
• 5+ years relevant management experience required
• Demonstrated experience managing contracts of 10M+ per annum
• OSHA 30 Health & Safety certification strongly desired
• Experience working in Automated Materials Handling strongly desired
• Experience controlling large multi-site or program maintenance budgets required
• Demonstrated experience in successfully managing and developing customer accounts required
• Experience negotiating and compiling service contracts required
• Experience in implementing and managing continuous improvement initiatives required

Working Conditions and Environment:

• Authorization to work in the U.S.
• Passport or ability to obtain passport
• Professional office etiquette is required at all times
• Physical requirements may include:
• sitting, squatting, walking, reaching out to arm’s length, reaching overhead, lifting between 50-100 pounds, and reading
• Extensive Travel is expected up to 75 – 100%

WHAT YOU WILL GET

• Ability to work from home 2 days a week
• Half day Fridays!
• New, state-of-the-art office complex, showroom and automation test center in Kennesaw, GA
• Industry competitive compensation
• Great benefits with competitive employer contributions, including health, dental, vision, life insurance, Flexible Spending Accounts, Short & Long Term Disability and more!
• 401k with employer match and no vesting!
• Paid Vacation & Holidays
• Profit Sharing
• Paid Parental Leave
• Subsidized child-care
• Tuition Reimbursement
• Pet Insurance
• Subsidized food delivery
• Monthly team building and celebrations
• Quarterly employee events
• Corporate Social Responsibility including recycling, sustainability and volunteering

KNAPP is an equal opportunity employer. We are committed to a work environment that supports, inspires and respects all individuals without discrimination on the basis of race, color, religion, sex, sexual orientation, gender identity, age, national origin, veteran, disability status or any other basis protected by law.

Due to the safety-sensitive nature of this position, strict adherence to KNAPP’s drug-free workplace policy is required. All candidates will be subject to drug-screening in accordance with the policy, and will be expected to remain drug-free during their employment. There will be no exception if recreational or medical use of marijuana is permitted in the location of employment and/or residence or if use of marijuana is only during “off-hours.”