Regional Service Manager

Regional Field Service Manager
Position Summary

The Regional Field Service Manager is responsible for leading Field Service Technicians within an assigned market, ensuring strong service execution, customer satisfaction, technician engagement, and achievement of service-level commitments.

This role oversees regional service performance, technician scheduling and development, customer communication, escalations, preventive maintenance, project installations, and overall field operations.
Key Responsibilities

• Lead and manage Field Service Technicians within the assigned region.
• Own regional service performance, scheduling, workload management, and service-level accountability.
• Build strong relationships with customers and serve as the primary field service contact for operational issues and escalations.
• Coach, develop, and support technicians through regular communication, ride-alongs, performance feedback, and training.
• Monitor service queues, aging calls, repeat issues, extended outages, and other customer-impacting conditions.
• Coordinate technical escalations and ensure issues are resolved efficiently and professionally.
• Support installations and service of ATM, ITM, TCR, security, and related financial technology equipment.
• Coordinate with Project Management, Dispatch, Technical Support, Operations, and other internal teams.
• Ensure preventive maintenance commitments and customer service requirements are completed on schedule.
• Support technician hiring, onboarding, retention, and performance management.
• Maintain accountability for technician inventory, vehicles, tools, service documentation, expenses, and administrative requirements.
• Identify opportunities to improve field processes, technician performance, training, and customer experience.

Qualifications

• 5+ years of field service experience in a commercial customer environment.
• 3+ years of management, supervisory, or field leadership experience preferred.
• Experience managing technicians across an assigned geographic territory.
• Strong understanding of field service operations, scheduling, service levels, and customer support.
• Strong leadership, communication, organizational, and problem-solving skills.
• Ability to manage multiple priorities, escalations, and customer expectations.
• Experience within ATM, ITM, TCR, banking equipment, security, or a similar technical field service environment strongly preferred.
• Comfortable working independently while collaborating with technical support, dispatch, project management, and operations teams.

Travel

Travel is typically less than 20% and may include customer meetings, technician ride-alongs, field observations, and service escalations.