Regional Services Manager

Beacon Hill; Charlotte (NC); On-site; USD 90,000 - 150,000; Full time

Job summary

Beacon Hill is seeking a Regional Service Manager to oversee field service and contract technical roles in assigned regions. You will ensure KPI, SLA, and NPS targets are met and lead planning for new service contract installations while coordinating field support activities.

You will also develop customer service options as needed and manage cross-functional program delivery. The role emphasizes people leadership, budget monitoring, and collaboration with sales, back-office, and vendors to

Qualifications

• Experience leading field-based technical services teams.
• Strong budgeting and cost-control capabilities.
• Proven ability to train, coach and develop staff.
• Ability to coordinate across multiple departments and vendors.
• Customer-focused approach with KPI/SLA/NPS accountability.

Responsibilities

• Manage field-based technical services employees and mentor staff.
• Plan and direct new service contract installations and field support activities.
• Prepare and present customer service options on request.
• Monitor KPIs, SLAs, and NPS to meet goals set by leadership.
• Collaborate with back-office and distribution teams to optimize inventory and uptime.

Skills

People leadership

Field service management

Budget management

Cross-functional collaboration

Performance coaching

Job description

The Regional Service Manager will manage the field service and contract technical roles in the assigned region(s). This position will ensure that the key performance indicators (KPIs), service level agreements (SLAs), and net promoter scores (NPS) meet or exceed the goals set by the Director of Service. The Regional Service Manager will be responsible for planning and directing new service contract installations and other support activities in the field. Also, the Regional Service Manager will prepare and present customer service options when requested by customers.

ESSENTIAL DUTIES AND RESPONSIBILITIES

include, but are not limited to, those listed below:

Operational Excellence and People Leader Responsibilities:

Managing field-based technical services employees.

• Recruit, onboard, mentor, and train to retain top talent.
• Provide coaching to employees to develop performance based on established competencies and metrics to support the growth of employees.
• Manage department by monitoring costs, expenses, overhead, and manpower to maintain desired margins.
• Provide regular feedback to employees by monitoring performance. Conduct thorough performance reviews on direct reports as required by company.
• Periodically conduct site visits and one-on-one time with technicians in the field on a quarterly basis for quality assurance, training purposes, and to ensure technician engagement.
• Create or enhance standard work across company's current service programs to ensure we:
  • Maximize the utilization of the technicians aligned to contracts and warranty work in the region.
  • Assure all contracts are completed on time with the highest quality
  • Eliminate waiting and downtime and all non-value-added tasks
  • Efficiently complete warranty work in a timely manner.
• Collaborate with the back-office and distribution team to adjust inventory levels at accounts to maximize the uptime of the installed base of products we manage
• Schedule technicians in the field and on contracts in the assigned region in an efficient manner to control and reduce unnecessary travel and overtime costs
• Monitor and control the budget for contract services and ensure proper staffing for installations and service call volume
• Identify and hire technical personnel as required

Project planning and implementation. New contract process start-up.

• Collaborate with cross-functional teams to develop the deliverables (i.e., required resources, work plan, budget, gap analysis, and timing for new program deployments and ongoing programs)
• Create, streamline, or improve standard work processes across company's service programs
• Manage program and project teams for optimal customer experiences and return on investment. Coordinate, drive, and delegate initiatives to meet desired expectations.
• Identify critical requirements for cross-functional teams and external vendors using a matrixed leadership mindset
• Develop and manage budget for projects and be accountable for delivering against established business goals/objectives
• Work with other program sponsors and senior leadership to identify risks and opportunities across multiple projects within the department
• Analyze, evaluate, and overcome program risks and produce program scorecards for managers and stakeholders

Supporting Service Solutions Sales

Respond to customers with formal proposals with service solution options when requested.

• Work with leads from account executives and regional sales directors to present service offerings that meet the demands of customer(s)
• Attend routine business reviews led by account executives and ensure satisfaction with the service goals of the existing contracted customers and look for opportunities to grow the contract if needed
• Regular review of existing customers, including, but not limited to, warranty and service contracts, and react to opportunities to build a service model that exceeds their goal
• Maintain ongoing relationships with customers to ensure maintenance of the current contract base

Beacon Hill is an equal opportunity employer and individuals with disabilities and/or protected veterans are encouraged to apply.

California residents:

Qualified applications with arrest or conviction records will be considered for employment in accordance with the Los Angeles County Fair Chance Ordinance for Employers and the California Fair Chance Act.

Benefits Information:

Beacon Hill offers a robust benefit package including, but not limited to, medical, dental, vision, and federal and state leave programs as required by applicable agency regulations to those that meet eligibility. Upon successfully being hired, details will be provided related to our benefit offerings.