Regional Service Manager

The Regional Service Manager oversees the daily management of Technical Support and Field Service Engineers, supporting product lines and associated software within a designated geographic area. This role assists senior leadership in identifying and executing long-term initiatives that enhance customer service offerings and boost service revenue.

Key Responsibilities:

• Monitor scheduling and on-site service response times.
• Supervise and evaluate the performance of Field Service Engineers and Service Coordinators.
• Ensure ongoing training for field service engineers is current and effective.
• Conduct on-site customer visits as needed.
• Prepare detailed quotations for machine repairs and rebuilds.
• Provide engineering and marketing departments with recommendations based on field feedback.
• Address and resolve customer complaints professionally.
• Issue credits and compile necessary documentation.
• Review service reports and oversee the timely and accurate entry of regional spare parts orders.
• Participate in recruitment processes and provide recommendations for new hires.
• Review and approve timecards and expense reports.
• Ensure adherence to proper procedures for expense and service report submissions.
• Collaborate with regional sales managers on customer-related issues.
• Enforce company policies, procedures, and regulations.
• Support international operations when required.
• Attend trade shows as needed.
• Maintain the regional demo center for open houses and customer demonstrations.
• Perform other related duties as needed.

Skills Required:

• Proficiency in computer skills (Microsoft Office, internal networks).
• Strong written and verbal communication skills.
• Ability to understand and explain technical concepts effectively.
• Demonstrated ability to learn and adapt to new technologies.
• Strong time management and project management abilities.
• High attention to detail.
• Strong organizational skills.
• Ability to collaborate and work well with others.

Qualifications:

• A two-year technical associate degree in Mechanical, Electrical, or Laser technology, or an equivalent mix of technical training and military/industrial experience is required. A bachelor’s degree in a technical or administrative field is preferred.
• Experience with field service for CNC machine tools or related equipment is essential, with prior management experience preferred.
• Must have a valid driver’s license and an active credit card.
• Demonstrated ability to resolve customer issues professionally.