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Details

 

We are seeking a dynamic and proactive Regional Service Manager to oversee service delivery and day-to-day operations, providing front-line leadership for our Field Service Engineers across Chicago, Fort Wayne, South Bend, Indianapolis, and Boston. This role requires approximately 20% – 40% travel for engineer team meetings, customer engagements, leader meetings, and other business-related activities. The ideal candidate will demonstrate strong leadership skills, account management ability, business acumen, and a high degree of initiative to lead and develop employees, foster long-term customer relationships, and drive organizational success.

 

Key Responsibilities:

 

Leadership & Initiative

• Oversee individual and team objectives and ensure alignment with company strategy. Develop and implement action plans that align individual and team objectives with company strategy, ensuring exceptional service delivery
• Monitor service performance and customer satisfaction, proactively addressing issues and enhancing engineers’ customer service capabilities
• Identify and remove obstacles hindering the success of Field Service Engineers, especially during escalated situations
• Foster a culture that embodies organizational values and vision, ensuring clarity of core objectives among team members
• Lead daily operations by exemplifying proactive service methodologies that consistently add value
• Identify and develop top talent internally, supporting growth and succession planning for future organizational needs
• Conduct regular meetings with Field Service Engineers to provide performance feedback and guide them in achieving personal, professional, and financial goals
• Empower Field Service Engineers to act as independent service representatives, equipping them to handle issues under pressure and manage service calls effectively
• Maintain on-call availability as part of a scheduled rotation to meet 24×7 customer needs
• Collaborate with Talent Acquisition to ensure adequate staffing, participate actively in the hiring process, and forecast staffing needs
• Ensure local offices are well-equipped and organized, overseeing budgets related to labor, overtime, inventory, and expenses
• Allocate Field Service Engineer assignments based on revenue, workload, and engineer strengths ensuring balanced responsibilities and success.

 

Customer Service & Account Management

• Manage escalated service activities, providing guidance to Field Service Engineers to ensure effective resolution and continuous improvement, often requiring cross-functional involvement.
• Provide timely updates and multiple solution options to customers, building trust and ensuring satisfaction.
• Partner with Sales teams to support new business development and growth of existing accounts, offering expertise during internal and external customer meetings as necessary.
• For strategic accounts: 1) Build and maintain strong relationships with key stakeholders, ensuring long-term customer satisfaction, retention, and growth. 2) Proactively address customer needs based on customer strategy. 3) Collaborate with internal teams to deliver value-driven solutions

 

Business Acumen

• Engage in sound business practices by aligning decisions with the company’s core objectives: Excellent Customer Service, Employee Engagement, Margin Retention, and Revenue Growth
• Identify opportunities and engage in initiatives related to the overall success of the Service organization
• Stay informed about market trends and issues that could impact the business, communicating relevant insights to leadership and other stakeholders as appropriate

 

Qualifications:

• Proven experience leading a field service team, preferably in the technology/computer industry
• Demonstrated success in coaching and developing individuals
• Strong communication, organizational skills, and a commitment to high-touch customer service
• Aptitude for identifying and driving process improvements, championing necessary changes to achieve business objectives
• Skill in preparing and advising leadership with well-considered responses to both positive and negative business metrics
• Capability to build professional rapport with customers, maintaining strong business relationships
• Proven enterprise-level account management experience

 

We offer you:

 

• Workplace flexibility that empowers our employees
• Opportunities for personal growth and career advancement
• Paid volunteer hours and birthday off
• Comprehensive health insurance options starting on day one
• 50% health club membership reimbursement
• Company 401(k) match
• Competitive salary ranging from $110k-$130k based on experience

This role is ideal for a self-motivated leader with a strong background in enterprise account management, keen business insight, and the initiative to drive continuous improvement and customer satisfaction.

 

 

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