Regional Manager, Field Service (South Central)

About the role

Lead field service operations across the South Central Region, developing Field Service Technicians, Independent Service Operators (ISOs), and other field support resources while driving customer service, productivity, revenue, and profitability objectives. Develop regional service strategies, optimize resources, strengthen service-partner relationships, and work closely with Sales, Engineering, Product Support, and other cross-functional teams to deliver outstanding service and customer experiences. This is a remote role based within the assigned region, preferably in Texas, requiring approximately 15–25% travel throughout the region.

Responsibilities

• Lead and manage direct Life Fitness / Hammer Strength Field Service Technicians within an assigned territory
• Coordinate activities of technicians, Independent Service Operators, and other field service resources to ensure equipment is maintained and serviced to company standards
• Develop regional field service strategies and determine appropriate resource allocation based on customer needs, service volume, geography, and business priorities
• Partner with key customer accounts to ensure successful field service operations and consistently strong customer experiences
• Work closely with Sales Representatives to coordinate field activities and support company and sales objectives
• Establish, monitor, and drive key field service performance metrics including customer response time, first-time fix rate, time to close, work volume, technician productivity, revenue, and profitability
• Analyze regional performance data and develop action plans to address opportunities and performance gaps
• Run and interpret operational reports to support business decisions and regional planning
• Drive continuous improvement initiatives that enhance service efficiency, customer satisfaction, and financial performance
• Provide direct oversight of Independent Service Operators, evaluating performance against established service, quality, productivity, and customer experience expectations
• Recruit and develop relationships with qualified service partners as needed; build strong partnerships with existing ISOs
• Conduct periodic regional resource and capacity reviews to determine appropriate balance of direct technicians and ISO resources
• Conduct annual ISO physical inventory audits and counts as directed
• Serve as key escalation point for complex internal and external customer service issues; quickly assess and coordinate effective resolutions
• Partner with key customers to understand service needs and proactively address concerns
• Ensure regional service delivery aligns with customer experience standards
• Conduct regular field visits with direct technicians to observe performance, reinforce business practices, and provide coaching and feedback
• Conduct field visits with Independent Service Operators as needed
• Promote technical excellence, professionalism, customer service, and accountability throughout the field organization
• Identify training and development opportunities for field technicians and service partners
• Provide feedback regarding product performance, quality, reliability, and technical issues identified in the field
• Partner with Engineering and Product Support to investigate and resolve product quality and design issues
• Identify recurring service issues and recommend solutions that improve equipment reliability and customer satisfaction
• Support promotion and sale of Customer Service contracts, service parts, marketing programs, and related service offerings
• Manage field technician inventory to optimize parts availability, first-time fix rates, and customer response times
• Establish appropriate inventory levels based on regional service requirements
• Conduct or oversee physical inventory audits for ISOs as required
• Manage operating budget and P&L for assigned territory; monitor regional expenses and identify opportunities to improve cost efficiency and profitability
• Manage field service fleet within assigned region
• Promote and administer employee safety programs and awareness initiatives; ensure field service activities are conducted in accordance with company safety policies and procedures

Qualifications

• 3–5 years of experience in field service operations, preferably in a lead, supervisor, or management role
• Bachelor's degree or equivalent combination of education and relevant work experience
• Demonstrated leadership experience within a Field Service organization, including technical and supervisory responsibilities
• Proven experience servicing, testing, calibrating, troubleshooting, and repairing electronic and mechanical equipment
• Demonstrated success driving customer service, technician productivity, revenue, and operational performance
• Experience managing third-party service providers or contractors preferred
• Experience managing budgets, P&L, inventory, or fleet operations preferred
• Strong leadership, relationship-building, communication, organizational, analytical, and problem-solving skills
• Ability to interpret operational data and reports, identify opportunities, and translate insights into actionable improvements
• Strong technical aptitude with electronic and mechanical equipment
• Proficiency in Microsoft Office, including Word and Excel
• Familiarity with Oracle or other ERP/service management systems preferred
• Ability to collaborate effectively with Sales, Engineering, Product Support, Finance, and other cross-functional teams
• Strong business judgment with the ability to balance customer needs, operational performance, and financial objectives

Pay

• Salary range: $109,400 - $153,800 annually
• Eligible to participate in annual Manager Incentive Plan for discretionary bonus based on company and individual performance goals
• Mobile allowance to offset costs of using personal cell phone for business-related purposes

Benefits

• 401(k) savings plan with 4% employer match
• Medical, dental, and vision insurance
• Parental, medical, and military leaves of absence
• 12 paid holidays throughout the calendar year
• 13 paid vacation days annually
• Paid sick leave as provided under state and local paid sick leave laws
• Company-paid short-term disability and optional long-term disability
• Health savings account
• Health care and dependent care reimbursement accounts
• Employee and dependent life insurance and supplemental life and AD&D insurance
• Hospital indemnity, identity protection, legal services
• Adoption assistance, tuition assistance, commuter benefits
• Employee discounts and employee assistance program including free counseling sessions
• Access to state-of-the-art on-site fitness center featuring Life Fitness and Hammer Strength equipment