Regional Key Tech (KT) Service Manager

The Hillman Group; Cincinnati (OH); On-site; USD 110,000 - 160,000; Full time

Job summary

The Hillman Group seeks a Regional Key Tech Service Manager to lead 30–40 kiosk technicians and 2 operations support managers across a multi-state Midwest/Southeast region. You will drive >5% YoY sales growth through optimal kiosk placement, strong merchandising, and high uptime, while mentoring staff and traveling up to 80%.

The role is based in the Cincinnati, OH area with significant regional travel to mentor technicians and strengthen customer relationships, ensuring operational performance

Qualifications

• Bachelor's degree or equivalent relevant experience preferred.
• 5+ years directing a Technical Field Service organization at a regional or area management level preferred.

Responsibilities

• Lead and coach a team of kiosk technicians and operations managers to meet targets.
• Develop and enforce territory operations policies and procedures.
• Own full P&L and drive top- and bottom-line results.
• Travel up to 80% to support field operations and customer relationships.
• Monitor performance metrics and implement improvements.
• Maintain safety and compliance in operations.

Skills

Leadership

P&L management

Data analysis

Team development

Travel readiness

Strategic planning

Mentorship

Communication

Education

Bachelor's degree or equivalent

Tools

Excel

PowerPoint

Outlook

Word

Job description

Job Summary

The Regional Key Tech (KT) Service Manager leads and develops a team of 30–40 kiosk technicians and 2 operations support managers, driving sales growth (i.e. at least 5% YoY) through optimal kiosk placement, effective merchandising, and maintaining high uptime (98%+). The role calls for strong people leadership, innovative thinking, and hands‑on mentorship to keep the team competitive and responsive to local market trends. This is a "hands‑on" role, requiring significant travel within the region to meet, evaluate and mentor kiosk technicians.

This position is ideally based in the Cincinnati, OH area and requires frequent travel throughout a multi‑state territory across the Midwest and Southeast, with up to 80% travel to support field technicians, customer relationships, and operational performance.

Essential Job Functions*

• Lead, recruit, train, motivate, and coach a team of kiosk technicians and operations support managers to achieve performance and business objectives.
• Develop, implement, and enforce policies and procedures related to territory operations, logistics, and field execution.
• Drive full P&L responsibility, ensuring achievement or exceedance of top- and bottom-line financial goals.
• Travel up to 80% to ensure kiosk technical standards are consistently met, while partnering with technicians and support managers to optimize kiosk placement and strengthen customer relationships.
• Motivate and hold teams accountable for driving kiosk revenue, operational efficiency, and service excellence.
• Analyze performance metrics and operational data to identify opportunities, develop action plans, and execute improvements.
• This job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee. Duties, responsibilities and activities may change or new ones may be assigned at any time with or without notice.

Employees are expected and encouraged to participate in safety and health program activities

Employees are expected and encouraged to participate in safety and health program activities including immediately reporting hazards, immediately reporting unsafe work practices and incidents to supervisors, wearing required personal protective equipment, and participating in and supporting safety committee activities.

Education & Experience

• Bachelor's degree or equivalent relevant experience preferred.
• 5+ years of directing a Technical Field Service organization at a regional or area management level preferred.

Competencies – Knowledge, Skills And Abilities

• Demonstrated ability to consistently achieve operating P&L objectives, manage budgets effectively, and establish clear goals and performance expectations for direct reports.
• Strong analytical skills with the ability to evaluate performance metrics, identify opportunities, and translate insights into actionable business decisions.
• Proficient in interpreting data reports to manage, monitor, and improve overall business performance.
• Flexibility to work varied schedules, including evenings and weekends, to meet business and operational needs.
• Advanced proficiency in Microsoft Office applications, including Excel, Word, Outlook, and PowerPoint.
• Technical expertise relevant to field service and kiosk operations (Basic electrical and electro-mechanical).
• Builds, develops, and manages a workforce aligned to organizational goals, budget constraints, and staffing needs; recruits and supports a diverse workforce across various work environments.
• Other duties as assigned

Operational Equipment

• Valid Driver’s License

Work Environment and Physical Demands

Work Environment

Sales/Service Environment varies due to location/store set-up. May be exposed to cramped quarters, dust, fumes, or odors. Travel required daily. May have to drive 200 miles daily. Hand/eye coordination required. Function vision and hearing required.

Physical Demands

Sales/Service Medium, lifting up to 30 lbs., occasionally pushing/pulling up to 100 lbs.

The Hillman Group is an Equal Employment Opportunity and Affiantive Action Employer and will not discriminate against an applicant or employee on the basis of race, color, religion, creed, national origin or ancestry, sex, age, physical or mental disability, protected veteran or military status, genetic information, citizenship status, sexual orientation, gender identity, marital status, or any other legally recognized protected basis under federal, state or local laws, regulations or ordinances. The information collected by this application is solely to determine suitability for employment, verify identity and maintain employment statistics on applicants.