Regional Manager, Field Service – South Central

This is a fully remote position, open to applicants in Texas.

📋 Description

• Oversee and direct Field Service Technicians in the designated territory.

• Organize technicians, Independent Service Operators, and other field service personnel.

• Formulate regional field service strategies and allocate resources based on customer requirements and business objectives.

• Collaborate with key customer accounts to ensure efficient field service operations and enhance customer experiences.

• Align field activities with Sales Representatives.

• Establish and monitor field service performance metrics, including response time, first-time fix rate, time to close, work volume, productivity, revenue, and profitability.

• Analyze regional performance data, generate operational reports, and devise action plans.

• Promote continuous improvement in service efficiency, customer satisfaction, and financial performance.

• Supervise, assess, recruit, and develop Independent Service Operators.

• Conduct regional resource and capacity assessments and ISO physical inventory audits.

• Act as a point of escalation for complex customer service issues and coordinate resolutions.

• Perform field visits with technicians and service operators to mentor and provide feedback.

• Identify opportunities for training and development.

• Offer product quality, reliability, and technical insights to Engineering and Product Support.

• Assist in the promotion and sale of service contracts, parts, marketing initiatives, and related services.

• Manage field technician inventory and inventory levels.

• Oversee the operating budget and P&L for the designated territory.

• Monitor expenditures and enhance cost efficiency and profitability.

• Manage the regional field service fleet.

• Advocate for safety programs and ensure adherence to company safety protocols.

⛳️ Requirements

• 3–5 years of experience in field service operations, ideally in a leadership, supervisory, or management capacity.

• Bachelor's degree or a comparable combination of education and relevant work experience is required.

• Proven leadership experience in a Field Service organization with both technical and supervisory duties.

• Experience in servicing, testing, calibrating, troubleshooting, and repairing electronic and mechanical devices.

• Track record of enhancing customer service, technician productivity, revenue, and operational performance.

• Experience in managing third-party service providers or contractors is preferred.

• Experience with budget management, P&L, inventory, or fleet operations is preferred.

• Strong leadership, relationship-building, communication, organizational, analytical, and problem-solving abilities.

• Capability to interpret operational data and reports and translate insights into actionable improvements.

• Strong technical skills related to electronic and mechanical equipment.

• Proficiency in Microsoft Office, particularly Word and Excel.

• Familiarity with Oracle or other ERP/service management systems is preferred.

• Ability to collaborate with Sales, Engineering, Product Support, Finance, and other cross-functional teams.

• Strong business acumen balancing customer needs, operational performance, and financial goals.

• Willingness to travel approximately 15–25% within the assigned region.

🏝️ Benefits

• Annual discretionary bonus through the Manager Incentive Plan.

• Mobile allowance for business-related personal cell phone usage.

• 401(k) savings plan with a 4% employer match.

• Medical, dental, and vision insurance.

• Parental, medical, and military leaves of absence.

• Paid time off.

• 12 paid holidays each year.

• Paid vacation starting at 13 days annually.

• Paid sick leave as mandated by state and local laws.

• Company-covered short-term disability.

• Optional long-term disability.

• Health savings account.

• Health care and dependent care reimbursement accounts.

• Life insurance for employees and dependents.

• Supplemental life and AD&D insurance.

• Hospital indemnity insurance.

• Identity protection services.

• Legal assistance.

• Adoption support.

• Tuition reimbursement.

• Commuter benefits.

• Employee discounts.

• Employee assistance program offering free counseling sessions.

• Access to an on-site fitness center equipped with Life Fitness and Hammer Strength equipment.