Regional Service Manager
- North Kingstown, RI
- Permanent
- Full-time
- Provide leadership and oversight to a regional team of Field Service Engineers.
- Manage resource planning, scheduling, and operational delivery for customer service activities.
- Monitor and report on key service metrics including response times, resolution rates, and customer satisfaction.
- Mentor and coach team members, providing performance feedback and supporting professional development.
- Resolve escalated customer issues and collaborate with internal stakeholders for technical problem-solving.
- Ensure compliance with company policies, safety regulations, and service standards.
- Partner with Sales and Product Management to support customer retention and upsell opportunities.
- Lead recruitment and onboarding of new Field Service Engineers in alignment with workforce planning.
- Support strategic initiatives focused on service delivery excellence and operational improvements.
- Bachelor's degree in engineering, operations management, or a related field preferred; equivalent experience accepted.
- 5+ years of experience in technical service management or field service leadership roles.
- Strong background in metrology equipment, industrial automation, or manufacturing systems.
- Demonstrated leadership capabilities with ability to coach, mentor, and hold team members accountable.
- Excellent organizational, problem-solving, and decision-making skills.
- Customer-first mindset with the ability to manage priorities in a dynamic, field-based environment.
- Proficient in CRM, service management software, and Microsoft Office tools.
- Willingness to travel up to 25% as needed for customer site visits and team support.
- Frequently in a stationary position at a desk or while working on a computer.
- Regular communication with team members, customers, and other departments via phone, video, and in person.
- Occasionally required to walk customer floors and observe technical equipment; PPE will be provided when necessary.
- Must be able to occasionally lift and move items up to 25 lbs.
- Competitive salary with opportunities for performance-based bonuses.
- Comprehensive healthcare benefits (medical, dental, vision), including Health Savings Accounts with employer contributions.
- Paid time off (PTO), including holidays and parental leave.
- 401(k) with generous employer match and immediate vesting.
- Tuition reimbursement to support your professional development.
- Global exposure with a company that invests 15% of revenue into R&D.
- Access to legal, commuter, disability, identity protection, and employee assistance programs.
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