Regional Director of Service

RISE GROUP INC; Fall River (MA); On-site; USD 80,000 - 110,000; Full time

Benefits offered by this job

Health care benefits

401(k) retirement plan

Paid time off

Tuition reimbursement

Job summary

RISE GROUP INC in Fall River, MA is seeking a Regional Service Manager to oversee HVAC service operations across southeastern Massachusetts and Rhode Island. This role emphasizes operational efficiency, technician performance, and customer satisfaction by improving service processes and supporting local teams.

The ideal candidate will have over 7 years of HVAC service experience, strong leadership skills, and familiarity with field service management systems like ServiceTitan. Benefits include healthcare, retirement plans, and tuition reimbursement.

Qualifications

• Strong understanding of service operations and technician productivity.
• Demonstrated leadership ability managing distributed teams.
• Familiar with regional codes and compliance requirements.

Responsibilities

• Oversee day-to-day service operations across multiple branches.
• Drive consistency in service processes and customer experience.
• Monitor and improve key performance indicators (KPIs).
• Support hiring, onboarding, and performance management.

Skills

Leadership

Customer Satisfaction

Service Operations

Problem-Solving

Communication Skills

Education

7+ years in HVAC service operations

Experience with field service management systems

Tools

ServiceTitan

Microsoft Office

Job description

The Regional Service Manager is responsible for overseeing all service operations across multiple HVAC business units within the southeastern Massachusetts and Rhode Island regions. This role drives consistency, operational efficiency, safety, technician performance, and customer satisfaction by standardizing service processes, improving productivity, and supporting local service teams.

Essential Duties & Responsibilities

• Oversee day‑to‑day service operations across multiple branches, ensuring alignment with company standards and performance expectations
• Drive consistency in service processes, dispatching, documentation, and customer experience across all business units
• Establish and enforce field service best practices, SOPs, and safety protocols
• Monitor and improve key performance indicators (KPIs) including technician productivity, average ticket value, maintenance agreement growth, first‑time fix rate, callback rates, and gross margin
• Partner with ServiceTitan and operations teams to ensure accurate scheduling, invoicing, technician tracking, and service closeout processes
• Review service performance metrics, labor utilization, and operational reporting to identify risks and implement corrective actions
• Collaborate with Sales and Customer Service teams to support lead generation, customer retention, and service agreement growth
• Support workforce planning, including headcount forecasting, technician allocation, on‑call scheduling, and subcontractor utilization
• Lead regular operational reviews with branch leadership to track performance and drive accountability
• Ensure compliance with all company safety standards, licensing requirements, and regional code regulations
• Standardize inventory management, truck stock processes, and parts procurement to reduce delays and improve efficiency
• Identify opportunities for continuous improvement, including process optimization, technology adoption, and workflow enhancements

Leadership & Team Development

• Provide direct leadership and guidance to Service Managers, Dispatch teams, and field technicians across multiple locations
• Coach and develop service leaders to improve technical skills, leadership capability, sales performance, and operational discipline
• Support hiring, onboarding, training, and performance management of service personnel
• Promote a culture of accountability, safety, customer service, and high performance across all teams
• Partner with apprenticeship and training programs to ensure proper development and supervision of junior technicians

Financial & Operational Oversight

• Own regional service P&L performance, including revenue, gross margin, labor efficiency, and maintenance agreement growth
• Ensure accurate service reporting, forecasting, invoicing, and revenue recognition practices
• Identify and address inefficiencies, excessive callbacks, warranty exposure, and operational cost overruns
• Support pricing strategy, service agreement structure, and labor rate alignment in partnership with leadership
• Monitor fleet utilization, overtime trends, and operational expenses to improve profitability

Customer & Stakeholder Management

• Ensure high levels of customer satisfaction through responsive communication, quality service delivery, and timely issue resolution
• Act as an escalation point for complex customer concerns or operational issues
• Coordinate with internal stakeholders (Installation, Controls, Engineering, Sales, and Customer Service teams) to deliver integrated solutions
• Support strategic customer relationships and key accounts across the region

Required Education and Experience

• 7+ years of experience in HVAC service operations, with multi‑site or supervisory responsibility preferred
• Proven experience managing commercial and/or residential HVAC service teams
• Strong understanding of service operations, technician productivity, maintenance agreements, and operational KPIs
• Experience with ServiceTitan or similar field service management systems strongly preferred
• Proficiency in Microsoft Office, particularly Excel, Outlook, and Teams
• Working knowledge of regional codes, licensing, and compliance requirements
• Demonstrated leadership ability in managing distributed teams across multiple locations
• Strong organizational, communication, customer service, and problem‑solving skills

Work Environment, Position Type and Expected Hours

This job operates in a professional field environment with a mix of local travel and office time. In addition to occasionally traveling to field work sites, the role also involves exposure to varied indoor and outdoor environments. It is a full‑time 40+ hour position. Days and hours of work may vary but are typically Monday through Friday 8:00 AM to 5:00 PM, with periodic travel required throughout the Northeast US. The position will be based at the corporate office in Cranston, RI.

Physical Demands

• Ability to lift up to 40 lbs.
• Ability to conduct site inspections in varied conditions.
• Ability to travel to job sites and field locations.
• Reading, typing and computer input.
• Clarity of vision at both over 20 feet and under 20 inches.
• Able to judge depth, have a good field of vision, and identify and distinguish colors.

Compensation and Benefits

• Health care benefits through United HealthCare.
• Delta Dental and Vision Service Plan.
• Paid time off and holidays.
• Employer‑matching 401(k) retirement plan.
• Employer‑paid Employee Stock Ownership Plan (ESOP).
• Employer‑paid life and AD&D insurance; access to short and long‑term disability insurance.
• Tuition reimbursement.

Equal Employment Opportunity Statement

RISE Group, Inc. is an equal opportunity/affirmative action employer. We welcome applications from all backgrounds regardless of race, color, religion, sex, national origin, ancestry, age, marital status, sexual orientation, gender identity or expression, veteran status, disability, or any other classification protected by law. We are committed to diversity, equity, and inclusion (DEI) within our workplace and in our communities. It is our policy to provide equal employment opportunities (EEO) to all employees and applicants without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, protected veteran status or any other applicable federal or state‑protected classification.

Background Screening

RISE Group, Inc. is an E-Verify participant and will conduct background investigations and pre‑employment screening of candidates for employment. Pre‑employment activities will be conducted on qualified applicants after acceptance of a job offer.