Service Manager

Service Manager

Have you ever used a self-checkout in at the grocery you frequent? Played the slots at a Las Vegas Casino? Maybe you grabbed a drink from a vending machine or paid to park your car? If you've answered with a resounding "YES", then you've done so with the aid of one of the 10 million devices installed by Crane Payment Innovations (CPI).

We make the technology that powers your everyday life, enabling more than 4 billion transactions every week in more than 143 currencies worldwide. From cash and coins to cards and mobile, we keep the world of payments moving with smart validation devices and business management software.

Headquartered in Malvern, PA, CPI is supported by : >

2,500 global associates, 7 manufacturing sites, 12 corporate offices and 30 service branches.

What You'll Be Doing

As the Service Manager at CPI, you will play a pivotal role in ensuring the satisfaction of both traditional Cummins Allison and CPI customers. Your primary focus will be on delivering a superior customer experience by championing a customer-centric approach and working closely with the support and sales teams to ensure timely and effective service for our diverse customer base.

You will lead the recruitment, development, and management of service technicians, fostering a culture of excellence and continuous improvement within an assigned territory. In addition, you will keep a watchful eye on key performance metrics and lead efforts to improve service processes, while also resolving service escalations with a focus on long-term solutions and preventive measures. Your forward-thinking mindset will drive innovation and operational efficiency through the implementation of high-quality service delivery using emerging technologies and best practices, ensuring that our service operations remain on the cutting edge of the industry.

Key Responsibilities :

Customer Satisfaction and Service Excellence :

• Foster a customer-centric approach to ensure exceptional customer satisfaction for both Cummins Allison and CPI customers.
• Collaborate closely with the support and sales teams to provide timely and effective service to meet customer needs and to drive growth of our product and service offerings.
• Monitor daily activities and improve key performance metrics, such as Response Time, Bounce Rate, Technician Utilization, Customer Satisfaction, and SLA attainment to enhance service quality and ensure timely completion of work orders.

Technician Management and Development :

Service Process Enhancement :

Service Escalation Resolution :

Qualifications :

What We're Offering :

We offer an excellent compensation and benefits package, including health, dental, and vision insurance, 401(k) with employer match, and paid time off. If you are an experienced Service Operations leader with proven success in technical field services within the payment solutions, financial, retail, or related industries, then we want to hear from you. Apply today and join CPI's team of payment innovators.

Benefits include :

Sound interesting? Come see why we are OneCPI!

CPI is part of Crane NXT, a premier industrial technology company that provides proprietary and trusted technology solutions to secure, detect, and authenticate what matters most to its customers. The company is a pioneer in advanced, proprietary micro-optics technology for securing physical products, and its sophisticated electronic equipment and associated software leverages proprietary core capabilities with detection and sensing technologies. Crane NXT has approximately 4,000 employees with global operations and manufacturing facilities in the United States, the United Kingdom, Mexico, Japan, Switzerland, Germany, Sweden, and Malta. For more information, visit www.cranenxt.com.

Crane Payment Innovations is committed to hiring a diverse workforce. Applicants will receive consideration without regard to race, color, religion, sex, gender identity, sexual orientation, age, disability, military status, or national origin or any other characteristic protected under federal, state, or applicable local law.