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Patterson Companies, Inc. Regional Service Manager in Kansas City, Kansas

Overview

The Regional Service Manager will develop and supervise the Region Service Technicians and Service Coordinators of Patterson Veterinary (PVS) within assigned area. The Regional Service Manager will work to achieve the overall service program business objectives, deliver revenue and profit plan, key vendor product support, execution/implementation and improvements at the clinic level. In addition, the Region Service Manager position serves as a key development and training role and is accountable for the overall delivery of PVS equipment service and repair functions. These objectives are accomplished by:

  • Ensuring execution of pre-defined service and installation calls on assigned customers necessary to achieve goals.

  • Implementing product training and education activities with vendor partners, and key personnel.

  • Developing and executing service programs to drive service revenue and profit in assigned areas.

  • Executing assigned service goals at the region and branch level.

  • Developing and supporting assigned Service Technicians and Service Coordinators toward team goal attainment.

  • Implementing ongoing forecast and data management processes for evaluating results.

  • Assessing market and customer needs to recommend resources, program, and funding needs effectively.

  • Supporting assigned Branch Managers and developing service program account base to improve service revenue results.

Responsibilities

ESSENTIAL JOB FUNCTIONS:

  • Oversees all aspects of the Region service program from an operational perspective and provides interpretation and training for all policies and procedures as necessary for personnel.

  • Directly responsible for all service technician and coordinator personnel relative to functions in the service and parts departments.

  • Assumes direct responsibility for all personnel and functions in the coordinating of Equipment Installation and Technical Services departments.

  • Develops ongoing service technician training program, scheduling and accompanying product training.

  • Develops prescribed service call frequency levels for all service program customers.

  • Develops and maintains equipment installation schedule.

  • Provides service support to the sales personnel and provides operational execution of the service sales and installation initiatives.

  • Cultivate and develop service business opportunities within Region and Branch Manager areas.

  • Support the product education of key vendor products and staff personnel through continuing education efforts.

  • Complete all assigned reporting and submit as needed to management.

  • Meet revenue and profit performance and expense management objectives established for position.

  • Communicate customer issues, opportunities and needs to/with the appropriate internal and external personnel.

  • Demonstrate excellent problem solving and team-building skills.

  • Work with Branch sales personnel as required to facilitate team cohesion.

  • Demonstrate exceptional interpersonal and communication skills with customers and team members.

  • Interface with key vendor personnel regularly to identify customer needs and suggest solutions.

ASSIGNMENT, REVIEW, AND APPROVAL OF WORK:

Able to work in high commitment team environment with coaching/supervision from Technical Service Director. Able to form productive working relationship with key vendor personnel and PVS internal staff. Able to interface effectively with all levels of personnel in assigned area. Directly supervised by the Technical Service Director for all performance evaluations.

PROFIT AND COST IMPACT:

Region Service Managers are responsible primarily for all aspect of the service program that impacts the customers in the region account base. Additionally, Region Service Managers are responsible for developing and managing Service Technicians and Coordinators within the assigned areas. They are responsible for the evaluation of Region and Branch financial performance to identify areas of opportunity within the service program. This includes:

  • Designing and implementing any action steps to correct deficiencies

  • Coordinating and monitoring the reconciliation process of the annual physical equipment and parts inventory at each Branch location.

  • Establishing adequate control procedures

  • Ensuring appropriate and accurate information is passed on to the region service program employees for fulfillment of their responsibilities

  • Assisting Branch Manager in the annual budget process relative to service.

  • Communicates operational issues through the proper channels to ensure that all employees have current, appropriate and accurate information as necessary to fulfill their responsibilities.

  • Acts as IS liaison and key contact for all service technician computer systems.

  • Collaborates with the Branch Manager in creating a working environment that encourages mutual satisfaction of company and employee goals and objectives.

  • Coordinates all employee goals and responsibilities that include: sourcing, hiring, training and development, performance reviews, promotions, transfers and terminations.

Takes Action: We embrace opportunities and challenges with a sense of urgency and enthusiasm.

Instills Trust: We are genuine, committed, and act with integrity in everything we do.

Drives Results: We set challenging goals, hold ourselves accountable, and measure results.

Effective Decision-Making: We make timely and informed decisions that align with business goals.

Customer-Centric: We put our customers at the center of all that we do.

Builds Partnerships: We foster effective communication, teamwork and inclusion.

Personal Development: We actively engage in learning and professional growth

Continuous Improvement: We pursue innovative solutions and improve our business processes

Working Conditions

Physical Demand:

Lifting or carrying

Occasional or frequent moderate physical activity

Up to 100 pounds

Sitting or standing

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Use of hands

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Stoop, bend, or crawl

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Environment Factors:

This position requires moderate travel (50%) in a regional area.

For this position being on-call is not required.

Qualifications

Qualifications

  • College degree (BS – Marketing/Business/Science) preferred.

  • Prior sales/merchandising/service experience (3-5 years).

  • Prior management experience preferred.

  • Prior service program responsibility (2-5 years) preferred.

  • Prior Veterinary Practice Management experience will be considered.

  • Strengths should include interpersonal skills, leadership/coaching skills, communication and customer development

  • Strong organizational skills and high commitment to timely follow-up and issue resolution is key.

  • Proven soft skills – analytics, problem solving, etc.

  • Prior success in prioritizing and time-management.

  • Ability to generate and execute strategies across a large organization.

Other Requirements:

  • Ability to work in a flexible environment with demanding schedules.

  • Computer skills (Windows based applications w/focus on presentation development).

  • SAP experience preferred.

  • Strong written, organizational, and verbal communication skills.

  • Conduct all business activities in an honest, ethical manner.

  • Valid driver’s license and clean driving record.

EEO Statement

An Equal Opportunity Employer

Patterson Companies, Inc., is an equal opportunity employer. We consider all qualified applicants without regard to race, religion, color, sex, national origin, age, sexual orientation, gender identity, disability or veteran status.

Job Locations US-KS-Kansas City | US-MO-St Louis | US-IL-Chicago | US-MN-Minneapolis | US-IN-Indianapolis | US-TN-Nashville | US-GA-Atlanta

Requisition ID 2020-10990

# of Openings 1

Position Category Management

Company Patterson Veterinary Supply, Inc.

Position Type Regular Full-Time

An Equal Opportunity Employer

Patterson Companies, Inc., is an equal opportunity employer. We consider all qualified applicants without regard to race, religion, color, sex, national origin, age, sexual orientation, gender identity, disability or veteran status, among other factors.

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