Regional Service Operations Manager

Role Overview

The Regional Service Operations Manager is accountable for directing and delivering service operations across an assigned region. The position is focused on improving service quality, customer satisfaction, and operational performance by turning enterprise service strategy into day-to-day field execution. This includes coaching teams in the field, rolling out and reinforcing policies and procedures, and ensuring service delivery is consistent, efficient, and high quality.

The role also helps build a strong culture centered on safety, professionalism, productivity, and ongoing improvement, while supporting the growth of field talent and stronger customer relationships.

Key Responsibilities

• Lead regional service performance efforts to meet KPIs, SLAs, and customer satisfaction goals.
• Review service data, customer feedback, and operational dashboards to spot patterns and improvement opportunities.
• Help strengthen customer retention and win new business by supporting the service network in providing dependable delivery and proactive customer engagement.
• Offer direct day-to-day leadership to field service technicians and supervisors.
• Coach and develop field teams to raise standards in safety, customer interaction, productivity, and professionalism.
• Set clear expectations for conduct, presentation, communication, and customer-facing behavior across the region.
• Work with the Senior Service Operations Manager to implement service initiatives, programs, and performance improvements.
• Promote and uphold a strong safety culture while ensuring compliance with safety rules, procedures, and regulatory obligations.
• Ensure company service policies, procedures, and quality standards are followed consistently.
• Support certification, inspection, and compliance processes, including accurate completion of required records and documentation.
• Plan and track regional training for field service technicians in line with corporate standards.
• Identify capability gaps and coordinate training in technical skills, safety, and customer service.
• Coach technicians and supervisors and contribute to career growth and succession planning.
• Reinforce standard work and best practices through ride-alongs, coaching conversations, and performance reviews.
• Improve technician productivity through smarter scheduling, territory planning, and workload balancing.
• Oversee regional inventory, tools, and parts to maintain availability, accuracy, and cost discipline.
• Partner with supply chain and operations teams to reduce downtime and improve first-time fix rates.
• Support fleet, asset, and equipment management to improve operational efficiency.
• Look for process improvements and contribute to continuous improvement projects.
• Share regional performance insights, best practices, and data with the Senior Service Operations Manager.
• Collaborate with sales, technical support, quality, and operations teams to improve service outcomes.

Qualifications & Experience

The role calls for a bachelor’s degree in Business, Operations, Engineering, or a related discipline, though equivalent experience may be considered. Candidates should bring 5–8+ years of experience in field service operations, service management, or regional operations leadership, along with experience leading field-based teams in a multi-location or regional setting.

A strong grasp of service metrics, safety compliance, and the factors that drive customer satisfaction is important, as is prior experience in training, coaching, and mentoring technical teams.

Key Competencies

• Leadership in field execution and operations
• Customer-centered problem solving
• Coaching and mentoring
• Safety and compliance leadership
• Performance management and accountability
• Strong organization and communication
• Continuous improvement orientation

Equal Opportunity Statement

The employer provides equal opportunity and considers qualified applicants without discrimination based on race, color, national origin, religion, ancestry, sex, pregnancy, childbirth or related medical conditions, age, marital status, disability, veteran status, citizenship status, sexual orientation, gender identity or expression, or any other status protected by law.