Job Description
Job Description
JOB FUNCTION:
The Regional Service Manager (RSM) leads field operations across a defined multi-state territory, ensuring safe, efficient, and contract-compliant service for industrial water treatment systems. This position manages a team—including Area Supervisor(s), Project Coordinator, Maintenance Technician, and Field Service Technicians—holding full responsibility for safety, regional P&L performance, contract execution, personnel management, and continuous operational improvement through the company’s safety and quality systems.
ESSENTIAL FUNCTIONS:
1. Lead, coach, and support a regional team to deliver high-quality field service that meets or exceeds contractual and customer expectations.
2. Oversee daily operations including scheduling, site coverage, task execution, and technician utilization, in partnership with the Area Supervisor(s).
3. Manage regional Profit & Loss performance by optimizing labor, travel, and resource allocation; ensure services are delivered efficiently and within budget.
4. Use internal systems such as Task Management software, Intelex, and the Quality System to monitor KPIs and maintain compliance with safety and quality protocols.
5. Act as the point of contact for escalated service issues, customer communication, and execution of contractual obligations.
6. Support project planning and execution through the Project Coordinator for system startups, upgrades, and transitions.
7. Ensure all services are performed safely and in accordance with company and regulatory requirements.
8. Lead the hiring, development, and performance management of field staff, promoting a culture of accountability and growth.
9. Review and drive improvements in preventive maintenance, response time, task closure rates, and customer satisfaction.
KEY BEHAVIORS:
1. Customer Service: Proactively developing customer relationships by making efforts to listen and understand the customer (both internal and external); anticipating and providing solutions to customer needs; giving high priority to customer satisfaction.
2. Professionalism: Maintaining a high-quality professional appearance and standardizing to improve performance and reputation.
3. Continuous Improvement: Refining and developing new tools and processes through creativity and innovation.
4. Drive to Win: Passionate and candid; challenges are eagerly accepted, and motivated to grow.
5. Spirit of Family: Treating all people with respect by supporting and giving back to employees, customers and local communities. Promoting opportunities within and through referrals.
QUALIFICATIONS:
1. Minimum 2 years of leadership or management experience in a field service or operational environment.
2. Preferred: Bachelor’s degree in Engineering, Business Administration, or a related technical or management field.
3. Industry experience in water treatment or similar fields (e.g., chemical processing, power generation, HVAC, or industrial utilities) preferred.
4. Proven ability to manage remote teams and complex site operations.
5. Working knowledge of contract interpretation, task scheduling, safety compliance, and service delivery metrics.
6. Experience with field service management tools; familiarity with Task Management software and Intelex Safety Management a plus.
7. Strong financial acumen, with prior responsibility for managing budgets or regional P&L preferred.
8. Proficient in Microsoft Office and digital systems for tracking, communication, and reporting.
9. Willing to travel 30–50% within the assigned region, including some overnight stays.