Area Service Manager

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 be required

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Preferred Qualifications

• Degree in Engineering or technical field
• Proven technical aptitude; displayed ability to learn new technologies and concepts and to synthesize new information
• Strong presentation skills
• Strong negotiation and verbal communication skills
• Basic financial analysis and ability to interpret financial reporting
• Six Sigma, Operations and process training is a plus

• Experience using Microsoft Excel
• Experience using artificial intelligence tools to improve productivity, analysis, or service operations

• This position may be subject to specific background requirements as required by site specific contracts

About Entrust:

Entrust keeps the world moving safely by enabling trusted identities, payments and data protection around the globe. Today more than ever, people demand seamless, secure experiences, whether they’re crossing borders, making a purchase, or accessing corporate networks. With our unmatched breadth of digital security and credential issuance solutions, it’s no wonder the world’s most entrusted organizations trust us.

For more information, visit www.entrust.com.  Follow us on, LinkedIn, Facebook, Instagram, and YouTube

Entrust Corporation is an EOE/AA/Veteran/People with Disabilities employer.

NO AGENCIES, NO RELOCATION

Compensation Range:

The anticipated starting base pay for this position is: $94,499-$138,598 per year (in the primary posting location). Actual compensation will be determined based on geographic location, education, skills and experience. This position is also eligible for the company’s discretionary annual incentive plan. In addition to your pay, Entrust offers eligible colleagues and their dependents comprehensive health and well-being programs which include medical, vision, dental, a generous 401(k) matching contribution, life and disability insurance, mental health coaching, virtual fitness programs, paid personal time off plus 12 paid holidays, parental leave and education reimbursement. Please speak with the recruiter for more details. Note: Benefit and Compensation programs are subject to eligibility requirements and other terms of the applicable plan or program. Entrust has the right to end, suspend or amend any of its plans at any time in whole or in part.

For US roles, or where applicable:

Entrust is an EEO/AA/Disabled/Veterans Employer

For Canadian roles, or where applicable:

Entrust values diversity and inclusion and we are committed to building a diverse workforce with wide perspectives and innovative ideas. We welcome applications from qualified individuals of all backgrounds, and we strive to provide an accessible experience for candidates of all abilities.

If you require an accommodation, contact [email protected].

Recruiter:

Marcina [email protected]