Regional Operation Manager

Role Overview As Regional Operations Manager, lead and develop VTS Service Operations across North America to ensure safe, efficient, customer-focused, and cost-effective field service execution. Drive performance, quality, productivity, customer satisfaction, and people development by strengthening leadership, execution discipline, and collaboration aligned with VTS strategy. Responsibilities Operational Leadership & Execution Lead regional service operations per VTS strategy, standards, and priorities. Ensure safe, efficient, customer-focused field service. Drive consistent operational discipline region-wide. Safety, Quality & Customer Satisfaction Promote a safe, healthy work environment and proactive safety culture. Improve service quality, reduce repeat issues, rework, warranty costs, and dissatisfaction. Manage major escalations with ownership and coordination. Performance Management & KPI Governance Monitor and improve KPIs such as safety, quality, utilization, efficiency, travel ratio, WIP, variance, and satisfaction. Translate trends into corrective actions with accountability. Provide input for reviews, planning, forecasting, and improvements. People Leadership & Organizational Development Lead, coach, and develop regional leadership team. Enhance leadership, accountability, engagement, and ownership. Support talent development, onboarding, retention, succession, and capability building. Process Improvement & Cross-Functional Collaboration Drive initiatives to increase productivity, reduce waste, improve quality, and enhance customer experience. Support process standardization, best-practice sharing, and operational excellence. Collaborate with Sales, Technical Support, Customer Service, Supply Chain, Finance, HR, Product Company, and divisional stakeholders. Qualifications Experience 7+ years in service operations, field service management, industrial operations, or related leadership. Proven leadership of operational teams in technical service environments. Experience managing regional or multi-site service operations (preferred). Knowledge Areas Strong understanding of service operations, field execution, capacity planning, resource use, and escalation management. Familiar with KPIs like utilization, efficiency, travel ratio, WIP, variance, safety, quality, and customer satisfaction. Knowledge of service processes, planning, cost drivers, and continuous improvement. Awareness of warranty cost drivers, quality improvement, and cross-functional issue resolution. Critical Skills / Behaviors Strong leadership and coaching; able to develop managers and foster accountability. Result-driven, structured, performance-oriented. Operational discipline to translate KPI trends into improvements. High customer focus, ownership, and calm in escalations. Effective stakeholder management across operations, sales, support, supply chain, finance, HR, and divisions. Tools / Systems / Other Requirements Good knowledge of ERP/service systems, preferably SAP, and strong Microsoft Office skills. Experience with CRM, reporting, planning, or BI tools is advantageous. Bachelor’s degree in business, engineering, operations management, or related field preferred (equivalent experience considered). English required; willingness to travel up to 50% within the region. Additional Responsibilities Lead the regional service operations organization and ensure safe, efficient, and customer-focused execution. Drive operational KPI improvement across utilization, external service efficiency, travel ratio, WIP, service variance, quality, safety, and customer satisfaction. Ensure structured follow-up on performance gaps, operational risks, and improvement actions. Lead, coach, and develop the regional service operations leadership team. Strengthen accountability, leadership routines, engagement, and operational discipline. Support capability development, onboarding, succession planning, and organizational readiness. Improve service quality and reduce operational drivers of warranty cost, rework, and customer dissatisfaction. Ensure major service escalations are handled with clear ownership and cross-functional coordination. Support a culture of first-time-right execution, responsiveness, and customer focus. Drive process standardization, operational excellence, and productivity improvement initiatives. Provide operational input for business planning, capacity planning, forecasting, and regional performance reviews. Collaborate with internal stakeholders to ensure service operations supports sustainable business growth. Benefits Culture of trust and accountability Lifelong learning and career growth Innovation powered by people Comprehensive compensation and benefits Health and well‑being Job Location This role offers a hybrid working arrangement, allowing you to split your time between working remotely and being on-site at our Atlas Copco facility in Michigan City, IN, United States. #J-18808-Ljbffr Atlas Copco