Regional Service Manager

Peak Technologies, Inc.; Littleton (MA); On-site; USD 110,000 - 150,000; Full time

Job summary

Peak Technologies, Inc. in Massachusetts is seeking a Regional Service Manager (RSM) to lead a team of 10-15 Customer Service Engineers and coordinate third-party resources to ensure superior service delivery and customer experience across the region.

You will drive performance metrics, support sales initiatives, and manage regional service performance including SLA, customer satisfaction, and cost control, with travel up to 50%.

Responsibilities

• 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.
• 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.

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.

About Peak Technologies

Peak Technologies provides 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. Peak Technologies' in-depth industry-specific experience, state-of-the-art solutions and managed services, and exemplary customer support provide transformational business solutions and results that deliver greater ROI and outstanding value. Peak Technologies serves as a trusted business partner for some of the world's largest companies, while also supporting local and regional customers with an extensive coverage footprint throughout North America and Europe.