Regional Service Manager

Peak Technologies; Littleton (MA); On-site; USD 90,000 - 120,000; Full time

Job summary

Peak Technologies, Inc. is seeking a Regional Service Manager to oversee the performance and customer experience in the assigned region.

You will lead a team of approximately 10–15 Customer Service Engineers and coordinate third‑party resources to ensure successful service delivery. You will drive continuous improvement using operational data, manage regional SLAs, technician productivity, and travel up to 50% to support client engagements and Peak locations.

Qualifications

• Experience leading 10–15 regional field engineers.
• Ability to drive SLA compliance and customer satisfaction.
• Strong analytical and data-driven decision making.

Responsibilities

• Direct and develop a 10–15 member team of Customer Service Engineers.
• Coordinate third‑party resources for service delivery.
• Monitor regional performance using service metrics.
• Identify opportunities for service growth with sales.
• Ensure adherence to safety and field service standards.

Skills

Team leadership

People management

Service delivery

Customer engagement

Performance metrics

Travel coordination

Job description

For over 35 years, Peak Technologies has been at the forefront of providing end-to-end enterprise mobility, managed services, printing and mobile data capture solutions for performance-driven organizations focused on the optimization of supply chain and field-based business processes.

JOB SUMMARY & SCOPE

As a Regional Service Manager (RSM), you are responsible for the overall performance, effectiveness, and customer experience of your assigned region. You will lead a team of approximately 10‑15 Customer Service Engineers and coordinate third‑party service resources as needed to ensure successful service delivery. Utilizing operational data, performance metrics, and customer feedback, you will drive continuous improvement, operational efficiency, employee development, and customer satisfaction. The RSM is expected to operate with a strong sense of ownership and accountability, managing their region as a business within the business while supporting company growth objectives and service excellence standards.

KEY ACCOUNTABILITIES

• Manage, coach, and develop a team of approximately 10‑15 geographically dispersed Customer Service Engineers while coordinating third‑party service resources as required to meet customer and business needs.
• Identify opportunities for service growth and support sales initiatives through customer engagement, service recommendations, and collaboration with sales teams.
• Maintain ownership of regional service performance, including customer satisfaction, SLA achievement, technician productivity, utilization, expense management, and operational efficiency.
• Utilize service management systems, reporting tools, and operational metrics to monitor regional performance, identify improvement opportunities, and drive corrective actions when necessary.
• Ensure adherence to company processes, field service software requirements, safety standards, and service delivery best practices across all direct and contracted resources operating within the region.

TYPICAL PERFORMANCE TARGETS

SERVICE DELIVERY

• SLA compliance.
• First‑time fix rate.
• Customer satisfaction.
• Escalation management.

OPERATIONAL PERFORMANCE

• Technician utilization.
• Schedule effectiveness.
• Overtime management.
• Travel and operating expense control.

PEOPLE LEADERSHIP

• Employee retention.
• Training completion.
• Technician development.
• Safety performance.

CONTINUOUS IMPROVEMENT

• Process improvement initiatives.
• Service software compliance.
• Operational efficiency gains.

SUPERVISION

Role involves management of approximately 10‑15 direct reports, including geographically dispersed Customer Service Engineers and coordination of third‑party service resources as needed. Frequent regional travel up to 50% is required to support employee development, operational consistency, customer engagements, and regional business needs. Travel may also be required to Peak locations, customer sites, and vendor locations.

Peak Technologies, Inc. is an Equal Opportunity Employer who fully and actively supports equal access for all people regardless of Race, Color, Religion, Gender, Age, National Origin, Veteran Status, Disability, Genetic Information or Testing, Family and Medical Leave, Sexual Orientation and Gender Identity or Expression.