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Regional Service Manager
Peak Technologies
Remote, USA
Full-time
Mid
Remote
Discovered 1 weeks ago
Free
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- 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.
- SLA compliance.
- First-time fix rate.
- Customer satisfaction.
- Escalation management.
- Technician utilization.
- Schedule effectiveness.
- Overtime management.
- Travel and operating expense control.
- Employee retention.
- Training completion.
- Technician development.
- Safety performance.
- Process improvement initiatives.
- Service software compliance.
- Operational efficiency gains.
About Peak Technologies
IT Services & Consulting
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