Regional Service Manager

Job Overview:

The Regional Service Manager will lead and drive service excellence across the assigned region, ensuring customer satisfaction, operational efficiency, and compliance with organizational standards. This leadership role demands strategic oversight, customer engagement, and cross-functional collaboration to achieve business growth through superior service delivery and contract management.

Key Responsibilities:

Service Leadership & Strategy:

- Define and execute the regional service strategy in alignment with organizational objectives.

- Drive continuous improvement in service quality, efficiency, and customer satisfaction.

- Ensure compliance with company standards, quality protocols, and safety regulations.

Customer Relationship Management:

- Build and maintain strong relationships with key customers, ensuring long-term satisfaction and loyalty.

- Lead high-level customer meetings, negotiations, and escalations to achieve favorable outcomes.

- Identify opportunities for service contract expansion, renewals, and upselling.

Team Leadership & Development:

- Lead, mentor, and develop Field Service Engineers (FSEs) and Service Partners (SPs) to deliver high-quality service.

- Establish performance goals, review progress, and drive accountability within the team.

- Foster a culture of ownership, safety, and continuous learning within the service workforce.

Operational Excellence & Governance:

- Oversee service delivery across the region, ensuring adherence to SLAs, KPIs, and contractual commitments.

- Monitor service performance metrics (e.g., contract penetration, preventive maintenance, recertifications, customer feedback) and implement corrective actions when required.

- Collaborate with cross-functional teams (Sales, Supply Chain, Technical Support, Finance) to resolve escalations and deliver seamless customer experiences.

Business & Financial Management:

- Manage service-related budgets, ensuring cost efficiency and profitability of the regional service operations.

- Support revenue growth through effective contract management, spare parts strategy, and value-added service offerings.

- Provide regional service forecasts, business insights, and executive reports to senior leadership.

Minimum Requirements:

- Bachelor's degree in Engineering or related technical discipline (Master's preferred).

- Minimum 10 years of progressive experience in service management, preferably within medical equipment or high-technology industries.

- Proven track record in leading service operations, contract negotiations, and customer relationship management.

- Strong leadership presence with the ability to influence, motivate, and develop teams.

- Excellent communication, negotiation, and stakeholder management skills.

- Willingness to travel extensively within the region.