Regional Service Manager - East

About the role

The Regional Service Manager will manage the field service and contract technical roles in the assigned region(s). This position ensures that key performance indicators (KPIs), service level agreements (SLAs), and net promoter scores (NPS) meet or exceed goals set by the Director of Service. Responsibilities include planning and directing new service contract installations, supporting field activities, and presenting customer service options.

Responsibilities

• Operational Excellence and People Leadership:
  • Manage field-based technical services employees, including recruiting, onboarding, mentoring, and training to retain top talent.
  • Provide coaching and performance feedback based on established competencies and metrics.
  • Monitor costs, expenses, overhead, and manpower to maintain desired margins.
  • Conduct performance reviews for direct reports as required.
  • Perform quarterly site visits and one-on-one meetings with technicians for quality assurance, training, and engagement.
  • Create or enhance standard work processes to:
    • Maximize technician utilization for contracts and warranty work.
    • Ensure contracts are completed on time with high quality.
    • Eliminate waiting, downtime, and non-value-added tasks.
    • Complete warranty work efficiently and timely.
  • Collaborate with back-office and distribution teams to adjust inventory levels and maximize uptime of installed products.
  • Schedule technicians efficiently to reduce unnecessary travel and overtime costs.
  • Monitor and control the budget for contract services, ensuring proper staffing for installations and service call volume.
  • Identify and hire technical personnel as needed.
• Project Planning and Implementation:
  • Lead new contract start-up processes, collaborating with cross-functional teams to develop deliverables such as resources, work plans, budgets, gap analyses, and timelines.
  • Streamline or improve standard work processes across service programs.
  • Manage program and project teams to optimize customer experiences and return on investment.
  • Coordinate and delegate initiatives to meet expectations.
  • Identify critical requirements for cross-functional teams and external vendors using a matrixed leadership approach.
  • Develop and manage project budgets, delivering against established business goals.
  • Work with program sponsors and senior leadership to identify risks and opportunities across projects.
  • Analyze, evaluate, and mitigate program risks, producing scorecards for managers and stakeholders.
• Supporting Service Solutions Sales:
  • Respond to customer requests with formal proposals for service solutions.
  • Collaborate with account executives and regional sales directors to present service offerings that meet customer demands.
  • Attend routine business reviews to ensure satisfaction with service goals and identify opportunities to grow contracts.
  • Review existing customers, including warranty and service contracts, to build service models that exceed goals.
  • Maintain ongoing customer relationships to ensure retention of the current contract base.
• Supervisory Responsibilities:

  Supervise remote Field Service Technicians.

Requirements

• High level of integrity and learning agility.
• Demonstrated emotional intelligence in complex situations.
• Exemplary interpersonal skills and ability to work with diverse personalities.
• Ability to organize and manage multiple priorities and deadlines.
• Technical acumen.

Qualifications

• Bachelor's degree preferred or commensurate experience.
• 10+ years of related experience and training.
• Demonstrated experience in championing change.
• Project management experience preferred; PMP certification highly sought.
• Moderate to high proficiency in computer applications such as Excel, PowerPoint, Salesforce.com, and Power BI.

Skills

• Language Skills: Ability to respond to inquiries from customers, regulatory agencies, and personnel. Must communicate effectively in writing and orally with all levels of customers and employees.
• Mathematical Skills: Ability to apply mathematical concepts and operations.
• Reasoning Ability: Ability to define problems, collect data, establish facts, draw valid conclusions, and offer solutions.

Physical Demands

• Regularly required to talk and hear.
• Frequently required to sit and stand.
• Must regularly lift and push hospital beds, parts, boxes, and components.
• Occasionally required to walk, use hands to finger, handle, or feel, and reach with hands and arms.
• Must occasionally lift and move up to 75 pounds.
• Specific vision abilities required include close vision, distance vision, color vision, peripheral vision, depth perception, and the ability to adjust focus.

Work Environment

The work environment is remote, with responsibility for the assigned region of service.

Travel

This position requires up to 80% travel within the region.