Regional Field Service Manager- CE

Multiquip•Richmond, VA

6d•$120,000 - $130,000•Onsite

About The Position

We are seeking a results‑driven Regional Field Service Manager (FSM) to lead and manage Multiquip’s field service operations within an assigned region. This role provides direct oversight of Territory Field Service Managers and Field Technicians and plays a critical role in driving Service Plus™ growth, customer satisfaction, and service revenue expansion. The Regional FSM serves as a strategic connector between field execution, customer engagement, and business objectives. Success in this role requires strong leadership, cross‑functional collaboration, and a data‑driven mindset to improve service performance, reliability, and consistency across all customer touchpoints.

Requirements

Bachelor’s degree from a four‑year college or university required.
Minimum of 7+ years of experience in service management or customer service support, preferably within the construction or industrial equipment industry.
Proven ability to lead, develop, and manage service and support teams.
Strong organizational, time management, and prioritization skills.
Data‑driven approach with the ability to analyze trends and translate insights into action.
Excellent written and verbal communication skills with the ability to present to customers, leaders, and cross‑functional teams.
Solid mechanical systems knowledge, including diesel engines, electrical, mechanical, and hydraulic systems.
Ability to read and interpret schematics, specifications, service manuals, parts literature, technical bulletins, and safety documentation.
Proficiency with Microsoft Word, Outlook, Excel, and PowerPoint.
Experience using CRM systems and web‑based business applications for reporting, work orders, warranty, and service tracking.
Ability to operate a forklift.
Ability to travel up to 80% within the United States and Canada.
Valid passport required.
Valid driver’s license with a good driving record.
Regularly required to talk and hear; frequently required to stand, walk, and sit.
Occasionally required to use hands and arms to reach, handle, or feel; stoop, kneel, or crouch.
Ability to occasionally lift and/or move up to 50 pounds.
Vision requirements include close vision, distance vision, color vision, depth perception, and the ability to adjust focus.

Responsibilities

Lead, coach, and hold accountable Territory Field Service Managers and Field Technicians across assigned regions and product lines.
Build high‑performing teams through ongoing development, performance management, and succession planning.
Promote a culture of safety, accountability, customer focus, and continuous improvement.
Oversee regional service operations, including escalations, to drive customer satisfaction, cost control, and Service Plus™ program growth.
Execute field service programs, service bulletins, recalls, and campaigns to improve product reliability and field performance.
Ensure consistent execution of service standards related to speed, clarity, reliability, and quality.
Drive Service Plus™ revenue growth through proactive service engagement, predictive analysis, and identification of service opportunities.
Develop and maintain strong customer relationships, serving as a trusted service partner.
Manage and expand the ASC/SERC network to ensure regional coverage, compliance, and alignment with Service Plus™ expansion goals.
Serve as the primary liaison between customers, Product Management, Engineering, Sales, and Operations to identify, escalate, and resolve technical and service issues.
Support parts sales programs and service initiatives through close coordination with internal stakeholders.
Lead MI reporting processes, including performance analysis, trend identification, and actionable follow‑ups to support predictive service strategies.
Ensure accurate and timely documentation of customer interactions, service activities, and field issues within CRM and related systems.
Use data and KPIs to inform decision‑making and continuously improve regional service performance.
Ensure teams are equipped with the latest technical information, service updates, and product knowledge.
Support the development of technical training materials, service documentation, and program content for assigned products and strategic initiatives.
Stay current on diesel engines, electrical, mechanical, and hydraulic systems relevant to Multiquip equipment.
Perform other duties as assigned.