Senior Manager, ATM & Device Management

Brinks Texas License #C00550

About Brinks:

Job Description

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 Brinks 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 Brinks 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
Bachelors 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

Whats Next

Thank you for considering applying for a job at Brinks. To be considered for this position you must complete the entire application process which includes answering all prescreening questions and providing your eSignature.

Upon completion of the application process you will receive an email confirming that we have received your application. We will review all candidates and notify you of your status should we deem you fit for a job. Thank you again for your interest in a career at Brinks. For more information about future career opportunities join our talent network like our Facebook page or Follow us on X.

Brinks is an equal opportunity/affirmative action employer and all qualified applicants will receive consideration for employment without regard to race color religion sex national origin disability status marital status protected veteran status sexual orientation gender identity genetic information or history or any other characteristic protected by law. Brinks is also committed to providing a drug-free workplace.

We are an Equal Opportunity Employer and do not discriminate against any employee or applicant for employment because of race color sex age national origin religion sexual orientation gender identity status as a veteran and basis of disability or any other federal state or local protected class.