Regional Services Manager

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 the goals set by the Director of Service. The role involves planning and directing new service contract installations and other support activities in the field, as well as preparing and presenting customer service options when requested.

Responsibilities

• Operational Excellence and People Leadership:
  • Manage field-based technical services employees, including recruiting, onboarding, mentoring, and training to retain top talent.
  • Provide coaching to employees to develop performance based on established competencies and metrics.
  • Monitor department costs, expenses, overhead, and manpower to maintain desired margins.
  • Provide regular feedback to employees and conduct thorough performance reviews.
  • Conduct quarterly site visits and one-on-one meetings with technicians for quality assurance, training, and engagement.
  • Create or enhance standard work across the company’s service programs to:
    • Maximize technician utilization aligned to contracts and warranty work.
    • Ensure all contracts are completed on time with the highest quality.
    • Eliminate waiting, downtime, and non-value-added tasks.
    • Efficiently complete warranty work in a timely manner.
  • Collaborate with the back-office and distribution team to adjust inventory levels and maximize uptime of installed products.
  • Schedule technicians efficiently to control and reduce unnecessary travel and overtime costs.
  • Monitor and control the budget for contract services and ensure proper staffing for installations and service call volume.
  • Identify and hire technical personnel as required.
• Project Planning and Implementation:
  • Collaborate with cross-functional teams to develop deliverables (e.g., resources, work plans, budgets, gap analyses) for new program deployments and ongoing programs.
  • Create, streamline, or improve standard work processes across the company’s service programs.
  • Manage program and project teams to optimize customer experiences and return on investment.
  • Identify critical requirements for cross-functional teams and external vendors using a matrixed leadership approach.
  • Develop and manage project budgets, ensuring accountability for business goals and objectives.
  • Work with program sponsors and senior leadership to identify risks and opportunities across multiple projects.
  • Analyze, evaluate, and mitigate program risks, producing scorecards for managers and stakeholders.
• Supporting Service Solutions Sales:
  • Respond to customers with formal proposals for service solution options when requested.
  • Work with leads from account executives and regional sales directors to present service offerings that meet customer demands.
  • Attend routine business reviews led by account executives to ensure satisfaction with service goals and identify opportunities to grow contracts.
  • Regularly review existing customers, including warranty and service contracts, to build service models that exceed their goals.
  • Maintain ongoing relationships with customers to ensure retention of the current contract base.

Benefits

Beacon Hill offers a robust benefit package including, but not limited to, medical, dental, vision, and federal and state leave programs as required by applicable regulations to those who meet eligibility. Details will be provided upon successful hiring.