Senior Manager, ATM & Device Management

The Manager, ATM & Device Management is responsible for end-to-end field service delivery and maintenance operations across a defined market, ensuring ATMs and related devices are serviced on time, fixed right the first time, and maintained to meet performance and customer expectations.

This role leads a distributed team of technicians and service leaders, overseeing daily dispatch operations, maintenance execution, inventory management, and performance tracking. The Manager is accountable for driving operational efficiency, reducing third-party reliance, controlling costs, and building scalable processes that improve uptime, service quality, and overall performance across the market.

Key Responsibilities:

Field Service Leadership & Technician Management

• Directly lead field technicians across the assigned Midwest market (Ohio, Michigan, Indiana, Kentucky, Pennsylvania), ensuring strong day-to-day execution and coverage
• Oversee technician dispatching through the Brink's system, ensuring jobs are assigned, completed, and closed accurately
• Ensure proper call handling and closure discipline to support accurate billing and revenue capture
• Coach, develop, and manage technician performance, including productivity, quality, and adherence to service standards
• Maintain appropriate staffing, coverage, and performance across geographies

Service Delivery & Maintenance Execution

• Ensure ATM and device maintenance is completed:
• On time, in line with SLAs
• With a strong focus on first-time fix rates and minimizing repeat visits
• Develop and continuously refine maintenance performance metrics (KPIs) to track productivity, quality, and service outcomes
• Drive consistent execution of both First Line Maintenance (FLM) and Second Line Maintenance (SLM)

Leadership of Service Management Team

• Directly manage District Service Manager(s) and Implementation Manager(s)
• Ensure alignment across field service, implementation, and ongoing maintenance operations
• Drive accountability for execution, issue resolution, and service performance across the team Inventory & Parts Management
• Oversee parts inventory strategy and execution, including:
• Ensuring technician inventory levels are accurate and appropriately stocked
• Managing used parts return processes and vendor requirements
• Overseeing storage facilities and ensuring proper controls are in place
• Minimize stockouts and excess inventory through effective planning and tracking

Cost Management & Operational Efficiency

• Own labor and expense budgets for field service operations, ensuring performance is delivered within financial targets
• Identify opportunities to improve efficiency and reduce cost through process improvements and workforce optimization
• Minimize reliance on third-party service providers by increasing internal capability and coverage DRS (Digital Retail Solutions) Maintenance & Implementation
• Lead development and execution of DRS-related maintenance capabilities, including:
• Site surveys
• Device installations
• Partner with implementation teams to ensure seamless transition from installation to ongoing maintenance

Armored Integration & Capability Build

• Drive expansion of ATM and device maintenance work performed by Brink's U.S. armored messengers
• Ensure teams have the necessary:
• Tools, parts, and supplies
• Training to perform FLM activities
• Implement training programs and performance tracking to build internal capability and improve quality

Performance Reporting & Continuous Improvement

• Deliver weekly, monthly, and quarterly reporting to leadership on:
• Service performance (SLA adherence, first-time fix, backlog, etc.)
• Cost performance
• Operational risks and improvement plans
• Identify trends and drive continuous improvement initiatives to enhance service delivery and customer experience
• Establish clear performance targets and accountability across the team

Experience & Qualifications

• Bachelor's degree in business, Operations, Engineering, or related field preferred
• 8+ years of experience in field service operations, maintenance, or technical service delivery
• 5-6+ years of leadership experience managing technicians or field service teams
• Experience managing dispatch, field scheduling, and service delivery in a distributed environment