Join us at Entrust
At Entrust, we’re shaping the future of identity centric security solutions. From our comprehensive portfolio of solutions to our flexible, global workplace, we empower careers, foster collaboration, and build solutions that help keep the world moving safely.
Entrust's values are a cornerstone of who we are, our future business growth and how our people grow through it. We model our values by demonstrating that Customer Trust Is Earned , moving with purpose because Speed Is Intentional , taking accountability because We Own the Outcome , and building a collaborative culture where One Entrust Wins Together .
Get to Know Us
Headquartered in Minnesota, Entrust is an industry leader in identity-centric security solutions, serving over 150 countries with cutting-edge, scalable technologies. But our secret weapon? Our people. It’s the curiosity, dedication, and innovation that drive our success and help us anticipate the future.
Position Overview:
The Manager, Area Service (Area Service Manager/ASM) is responsible for maintaining a positive customer experience by managing a team of field service engineers that provide on-site technical services to our customers ensuring cost effective solutions and service delivery that meets contractual commitments and exceeds customer expectations. The key responsibilities will be to ensure services to our large customers in LAC are delivered to agreed schedules and quality standards and achieve customer satisfaction. Position serves as liaison between the customer needs and the Company’s infrastructure mobilizing the supply chain, engineering, and/or technical capabilities and resources as needed. This is a remote position based in Dallas, TX area near most customers and colleagues the manager will support.
Responsibilities:
Direct Area Service
Manage team responsible for installation, training and maintenance services to our direct customers
Support the sales organization with product and service sales and drive customer satisfaction
Drive efficiency and ongoing cost reduction into the service business in areas such as labor and parts management
Responsible for managing Service contract relationships with the customer to ensure satisfaction and profitability
Responsible for ensuring resource allocation achieves maximum utilization and efficiency of staff time and skill set
Negotiate service maintenance agreement for area customer accounts
Resource balancing to help coordinate emergency maintenance as needed
Manage appropriate escalation processes and facilitate follow-through as required
Develop and maintain close working relationships with customers and capitalize on networking opportunities to promote the company and its services
People Leadership & Management
Direct, influence, and motivate the service design group
Develop and manage consistent and effective tools and processes for the service design function
Build strong and open cross-functional relationships with superiors, peers and team to coordinate resources
Manage and motivate direct reports on all aspects of people and staff management including performance, attendance, capability and disciplinary issues
Support and coach direct reports to ensure that issues and risks are escalated to allow adequate investigation and resolution and manage such situations to ensure business and individual credibility is kept intact
Lead continuous improvement culture focused on customer delight
Qualifications:
Basic Qualifications
Must be based in the Dallas, TX area or willing to relocate to this area.
Associates degree in Electronics or equivalent verifiable training (e.g., military training on relevant field)
Minimum of 2 years’ experience managing or supervising people
Minimum of 3 years’ experience managing customer relationships
Minimum 3 years’ experience in Lean Manufacturing Environment
Minimum 3 years’ experience using Lean Quality Tools including Value Stream Maps, 5 Why, Kaizen, PDCA, etc.
Up to 40% domestic travel may…