Regional Field Service Manager

Alliance Laundry Systems LLC; Philadelphia (Philadelphia County); Remote; USD 70,000 - 90,000; Full time

Job summary

A leading company in machinery manufacturing seeks a Regional Field Service Manager to provide proactive service guidance and support for customers in the Northeastern U.S. The role involves training technicians, resolving customer issues, and collaborating with sales teams. Ideal candidates have extensive service experience, strong technical skills, and excellent communication abilities. This is a full-time remote position offering competitive opportunities for professional growth.

Qualifications

• Minimum 6 years of service experience, 2 years with Alliance equipment.
• Familiarity with electrical diagnostics and reading diagrams.

Responsibilities

• Deliver hands-on technical training for Alliance products.
• Support distributors and route operators, adhering to policies.
• Audit customer service capabilities and provide trip reports.

Skills

Customer Service

Technical Aptitude

Communication

Bilingual (English and Spanish)

Education

High School Diploma

Technical Degree

Tools

Microsoft Office

Job description

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Overview

The Regional Field Service Manager acts on behalf of Alliance Laundry Systems to provide proactive service guidance and support for customers within an assigned geographic area. The RFSM will evaluate the service capabilities of Distributors and Route Operators, initiating training as needed to ensure service operations meet factory standards.

Key Responsibilities

1. Plan and deliver hands-on technical training for Alliance products during on-site technician schools and support various customers including distributors, route operators, service providers, coin store owners, and accounts.
2. Make quick, confident decisions to support and resolve customer issues in the best interest of Alliance Laundry Systems.
3. This remote position covers the Northeastern U.S. region.

Responsibilities

• Support ALS distributors and route operators, adhering to policies and procedures.
• Establish regular visits with top customers to discuss and train on products, emphasizing best practices.
• Communicate best practices to improve and resolve customer service issues.
• Audit customer service capabilities, including technician staffing, warranty performance, tooling, and parts availability.
• Collaborate with Regional Sales Managers and support teams for seamless customer support.
• Use technology to coach technicians on difficult issues.
• Participate in Master Technician training and conduct quarterly field training schools.
• Follow quality reporting processes and assist in mitigating high-priority product issues.
• Provide weekly trip reports and complete travel expense reports.

Qualifications

• High school diploma or equivalent; technical degree preferred.
• Minimum 6 years of high-performing service experience; 2 years with Alliance Laundry Systems equipment required.
• Service management experience is a plus.
• Familiarity with electrical diagnostics and reading diagrams.

Skills and Abilities

• Excellent customer service and technician coaching skills.
• Strong technical aptitude with tools and meters.
• Proficiency in Microsoft Office and communication apps.
• Ability to manage schedules, travel, and time effectively.
• Bi-lingual in English and Spanish is highly desirable.
• Excellent communication skills, both written and verbal.

Physical and Standard Requirements

• Sitting, standing, manual dexterity, stooping, and bending for long periods.
• Ability to lift 50 lbs.
• Residency within the assigned geographic area with access to major airports.
• Valid passport or ability to obtain one.

Core Values

• Dedicated, Respectful, Innovative, Versatile, Engaged.

EEO Statement

We are an Equal Opportunity Employer. All qualified applicants will receive consideration without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran status, or other protected characteristics.

Job Details

ID: 2025-4637

Type: Full-Time

Senior Level

• Mid-Senior level

Employment Type

• Full-time

Industry

• Machinery Manufacturing