WHO IS HILTI?

At Hilti, we are a passionate global team committed to making construction better. As a trusted partner for productivity, safety, and sustainability, we provide our customers innovative solutions that impact the buildings, roads, and infrastructure people rely on every day.
Hilti is where individuals grow lasting careers by exploring possibilities, maximizing their potential, owning their development, and making a real difference every day.

WHAT’S THE ROLE?

The Regional Manager, Field Solution Operations will support the acquisition and drive the Lead 2030 Life Cycle Management (LCM) activities of all Hilti Solution Customers (ON!Track & Fleet Management) with local, regional, and global partners as part of Hilti’s global Lead 2030 Strategy. Regional Manager, Field Solution Operations will have people leadership responsibilities across an entire market organization where their team members will work with our most strategic clients in the most crucial part of our lead 2030 strategy. In addition to current responsibilities over customer implementation of big & jumbo fleet as well as ON!Track accounts, they will now include responsibility over Lead 2030 Solutions LCM activities. These Lead 2030 LCM activities include but are not limited to: Critical care for recently implemented ON!Track accounts, Proactive ON!Track care for existing accounts, existing ON!Track account growth, Proactive care for big & jumbo fleet accounts, Big & jumbo fleet account growth, and Big & jumbo fleet account renewals. This role will continue to guide our team members in the implementation and LCM of National solutions contracts to ensure consistency of services across multiple states. They will continue to hold the standard of the professionalism of our services as well as support on-boarding, continuously coach and train our Field Customer Success Managers (Field CSM) to deliver quality, consistent and professional services across HNA.

WHAT DOES THE ROLE INVOLVE?

• Coordinate efforts of an entire team of Account Managers, Regional Managers, Division Managers, and Marketing team members to ensure best practices during implementation and facilitate change management in key accounts
• Coordinate and execute Field Solution Operations MO meetings, Software update meetings, review and improve sessions, performance reviews, and development discussions both within the region of responsibility and with the SR Manager, Field Solution Operations
• As part of Lead 2030 train and support Field CSMs to create LCM pipelines to be reviewed with AMs/RMs for critical care for recently implemented ON!Track accounts, Proactive ON!Track care for existing accounts, existing ON!Track account growth, Proactive care for big & jumbo fleet accounts, Big & jumbo fleet account growth, and Big & jumbo fleet account renewals
• Coach, guide, support, and delegate day-to-day tasks to the Field CSMs across the entire MO
• Through the Solutions Operations leadership team, set specific and measurable priorities that empower the team of Field Customer Success Managers to achieve their business and personal development targets in alignment with the corporate strategy
• Manage Development (My Development) & Performance Management (My Contribution) of responsible Field CSMs in their MO
• Evaluate ROI of creative options to make financially sound decisions for the execution of big & Jumbo fleet and ON!Track implementations
• Responsible for all hiring, onboarding, training, and terminations when needed of all Field CSMs in MO
• Act definitively with consequent behavior and action towards demonstrated patterns of poor or subpar performance including disciplinary action up to and including termination through consistent documentation and discussion
• Model and coach behaviors through time spent virtually and in the field with each team member
• Live and coach Hilti’s purpose and values through clear and positive communication to inspire Field CSMs to lead and embrace change in an everchanging software landscape
• Solely responsible for managing products provided to customers by ensuring coordinated tagging is completed at required customer locations
• Coordinate care for multiple state implementations to ensure customers are receiving same level of product and support across multiple MSAs
• Maintain communication and relationship with Solution customer base to ensure positive implementation practices and coordinated care for VIP customers
• Visit construction job sites and offices to train Field CSMs in the use of and challenges in device management, change management, communication across stakeholders, training of customers, documentation, and tagging best practices
• Review, assess, and provide input towards additional revenue opportunities through territory realignments, headcount allocation, and underpenetrated high-potential accounts
• Train new Field CSMs and assist with their launch readiness in their MSA
• Additional duties as assigned
• Up to 85% domestic and international travel, is required (majority within the US & Canada)