Regional Service Manager

About the role

The Service Manager is a hands-on, results-driven leader, reporting to the Vice President of Service. This position requires a strong customer focus, exceptional problem-solving abilities, and a commitment to operational excellence.

Responsibilities

• Direct and oversee daily service department operations
• Manage call activity to maximize productivity and response times
• Monitor service performance metrics including response time, first-call effectiveness, call backlog, customer uptime, and technician utilization
• Ensure service work orders are completed accurately and close promptly
• Develop and implement processes that improve service delivery and operational efficiency
• Maintain compliance with company policies, manufacturer standards, and safety requirements

Team Leadership

• Recruit, train, coach, and develop service technicians and support staff
• Conduct performance reviews and establish performance goals
• Provide technical guidance and escalation support for complex service issues
• Create an exceptional customer experience and make teams feel valued and important to the company's success
• Foster a culture of teamwork, accountability, continuous improvement, and ethical leadership
• Manage staffing levels to support business growth and customer requirements

Customer Relationship Management

• Serve as the escalation point for customer concerns and service-related issues
• Ensure high levels of customer satisfaction and retention
• Conduct regular customer reviews and follow-up visits as needed
• Partner with sales teams to support customer renewals, equipment upgrades, and new business opportunities
• Maintain strong relationships with key accounts and manufacturing partners

Parts and Inventory Management

• Work with the inventory team to maintain adequate inventory levels for service parts and supplies
• Monitor parts usage, returns, and inventory accuracy
• Ensure company assets and service vehicles are properly maintained

Requirements

• 3-5 years of leadership experience

Our Culture

We take pride in being a high-trust, team-focused organization where people are supported, heard, and able to grow. Our Glen Allen, VA team works in person and enjoys collaboration, transparency, and shared problem-solving.

Benefits

• Competitive pay and advancement opportunities
• Comprehensive health benefits and retirement plans
• Generous paid time off
• Ongoing training and development
• Employee recognition events
• Opportunities to support youth and community initiatives through Imprint