Area Service Director

With more than $1B in revenue, Tennant Company is a globally recognized leader in the cleaning equipment industry. For the past 150 years, we have been passionate about developing and manufacturing innovative and sustainable solutions for our customers. At Tennant Company, we are committed to stewardship and creating a cleaner, safer and healthier world. With manufacturing, operations and sales, service, and support functions across the globe, your journey at Tennant can take you places you never expected.

Lead one of three North America (N.A.) Service regions and ensure Area Service Managers lead their technicians to deliver theultimate customer experiencewhile delivering financial and customer experience objectives.

Responsibilities:

• Oversees and ensures service delivery is conducted in accordance with Tennant and North America Service strategies.
  
  
  
  • Actively involved in the design, implementation, and continuous improvement of N.A. Service strategies and initiatives.
  
  
  
  
• Responsible for Area financial performance including Revenue, Margin, and Operating Profit.
  
  
  
  • Collaborates with Area Service Managers (ASMs) to deliver the business according to business plans.
  • Ability to manage and balance P&L, CX and Tech Experience to drive financial and customer experience results.
  • Proactively develops and coaches ASMs to implement specific financial plan actions.
  • Assures performance is maximized against customer-facing metrics.
  • Inspects progress and audits for conformance to policies and procedures.
  • Works with Finance & VP in preparing Operating Plans annually.
  • Startegically works with crossfunction teams to profitably grow market share.
  
  
  
  
• Works with the peer ADS's to assure we:
  
  
  
  • Identify, share, and implement Best Practices nationally to optimize results.
  • Flex resources to meet business demands and opportunities.
  
  
  
  
• Collaboratively work with sales, customer service and other corporate functions including finance, legal, IT and human resources to drive and deliver on goals and objectives
• Drives sales and service collaboration at all levels to grow the local business;
• Builds a strong partnership with Sales partners proactively idenfifying areas for improving business needs and driving strategic initiatives.
  
  
  
  • Understands the top 25 customers by ASM and develops and implements plans to retain and grow them.
  • Understands Service Contract Attachment Rate by ASM and works with them to create improvement plans.
  • Maintain relationship with specific Top Customers as ambassador and point person to lead service excellence.
  
  
  
  
• Effectively perform as teacher, coach, manager and mentor to develop current and future leaders on the team, ensuring continuous employee evaluation, development, and performance improvement.
• Promotes a high-performing culture that engages in change and growth initiatives, supported through an atmosphere of optimism and passion in the Service organization.
• Enforces adherence to policies and procedures.
  
  
  
  • Leads leaders to manage the business and drive a culture of accountability.
  • Manages conformance to initiatives in the interest of continuous improvement and the integrity of the business.
  
  
  
  
• Be an active ambassador of Service:
  
  
  
  • Main contact for Tier 1 customers. Service Ambassador for Tier 1 customers - serve as main point of contact for service at an executive level, determining customer strategy and identify opportunities to maintain and grow through driving adherence to KPIs across NA Service. Provides strategic guidance to the organization to operationalize customer expectations throughout the business.
  • Continually updates and communicates Service Strategies and action initiatives to sales and service teams.
  • Ensures alignment of organizational communications through continuous and consistent messaging.
  • Attends Sales meetings and answers questions to assure understanding of our strategies and initiatives.
  
  
  
  
• Drives focus and urgency regarding staffing Service technician roles with high-talent personnel.
• Contract oversight- Collaborates with legal and contract administration to ensure service deliverables can be met based on customer contractual requirements.

Required Experience and Education

• Within a metropolitan city in their respective area.
• Minimum of 10 years of business experience in a sales and/or service role, to include:
  
  
  
  • Minimum of 5 years of directly managing and/or supervising others
  • Minimum 5 years of direct customer interaction
  
  
  
  
• Demonstrated experience developing, implementing, and evaluating business strategies including prior management of a P&L
• Demonstrated experience managing managers and developing personnel into managers and leaders.
• Proven track record of achieving results in changing enviornments.
• A passion for delivering results together with people, and a natural talent for building trust and earning respect both internally and externally. They will lead by example, demonstrating the highest ethical standards and personal integrity.
• Bachelor's Degree in Business Management or related field required
  
  
  
  • MBA strongly preferred
  
  
  
  

Required Interpersonal and Behavioral Skills:In addition to the General Responsibilities, the following are requisite interpersonal and behavior skills of the position:

• Customer Service: Ability to build and maintain positive relationships, both internally and externally, while maintaining a client service orientation.
• Focus on Action and Outcomes: Fearlessly takes on issues; thrives in high challenge situations; not afraid to make hard decisions and take tough action; challenges the status quo. Ability to concentrate on tasks and work calmly and effectively in a high-pressure, deadline-oriented environment
• Making Complex Decisions: Can solve even the toughest and most complex problems; is a quick study of the new and different; uses multiple problem-solving tools and techniques.
• Communicates Effectively: Writes and presents effectively; adjusts to fit the audience and the message; effectively gets a message across.
• Creating the New and Different: Is able to be visionary and can manage innovation; is an effective strategist full of ideas and possibilities; sees multiple futures; has broad interests and knowledge.
• Being Organizationally Savvy: Maneuvers well to get things done; maze bright; politically aware and agile; knows what the right thing to do is; presents views and arguments well.
• Managing Diverse Relationships: Relates well to a wide variety of diverse styles and types; open to differences; effective up, down, sideways; builds diverse networks; quick to find common ground; treats differences fairly and equitably.
• Evaluating and Deploying Talent: Reads people accurately; can diagnose strengths, weaknesses and potential; knows what skills are required to fill a job or role; hires the best. Positive attitude and sound emotional intelligence
• Inspiring Others: Is skilled at getting individuals, teams and an entire organization to perform at a higher level and to embrace change; negotiates skillfully to achieve a fair outcome or promote a common cause; communicates a compelling vision is committed to what needs to be done; inspires others; builds motivated, high-performing teams; understands what motivates different people.
• Getting Work Done Through Others: Manages people well; gets the most and best out of people he/she has; sets and communicates guiding goals; measures accomplishments, holds people accountable, and gives useful feedback; delegates and develops; keeps people informed; provides coaching for today and for the future. Comfortably confronts and works through conflict; deals promptly and fairly with problem performers.
• Acting with Honor and Character: Is a person of high character, is consistent and acts in line with a clear and visible set of values and beliefs, deals and talks straight, walks his/her talk; is direct and truthful but at the same time can keep confidences. Ability to use sound judgment and discretion in dealing with highly confidential information
• Demonstrating Personal Flexibility: Open to lifelong, continuous personal improvement; aware of self and impact on others; responsive to feedback; is very flexible; is adaptable to demand characteristics of different situations.
  
  

Competitive base salary commensurate with experience: $129,800 - 201,100 Annualized + Incentive

Posted salary ranges are made in good faith. Tennant Sales and Service Co. reserves the right to adjust ranges depending on the experience/qualifications of the selected candidate as well as internal and external equity.

Total Compensation = Base Salary + Benefits

Benefits = A comprehensive benefits package including health insurance, 401(k), profit sharing, disability, life insurance, paid time off, and voluntary benefits!

Begin your journey with us. Let's reinvent how the world cleans.

Equal Opportunity Employer

Tennant Company is an equal opportunity employer. Employment decisions are made on the basis of individual skill, ability, reliability, productivity, and other factors important to performance. We do not discriminate on the basis of race, color, creed, religion, sex, national origin, physical or mental disability, age, veteran status, pregnancy, sexual orientation, genetic information, gender identity, or any other basis protected by state or federal law or local ordinance.