Regional Service Manager

Cobb Technologies•Roanoke, VA

12d•Onsite

About The Position

The Service Manager is a hands-on, results-driven leader, reporting to the Vice President of Service. This position requires a strong customer focus, exceptional problem-solving abilities, and a commitment to operational excellence. The Service Manager will effectively lead and develop teams, manage resources strategically, exercise sound financial judgment, and leverage technical expertise to drive service performance. The ideal candidate excels in communication, conflict resolution, time management, and change leadership while fostering a culture of accountability and continuous improvement.

Requirements

3-5 years of leadership experience

Nice To Haves

Strong customer focus
Exceptional problem-solving abilities
Commitment to operational excellence
Effective leadership and team development skills
Strategic resource management
Sound financial judgment
Technical expertise
Excellent communication skills
Conflict resolution skills
Time management skills
Change leadership skills
Culture of accountability and continuous improvement

Responsibilities

Direct and oversee daily service department operations.
Manage call activity to maximize productivity and response times.
Monitor service performance metrics including response time, first-call effectiveness, call backlog, customer uptime, and technician utilization.
Ensure service work orders are completed accurately and close promptly.
Develop and implement processes that improve service delivery and operational efficiency.
Maintain compliance with company policies, manufacturer standards, and safety requirements.
Recruit, train, coach, and develop service technicians and support staff.
Conduct performance reviews and establish performance goals.
Provide technical guidance and escalation support for complex service issues.
Make your teams feel valued, appreciated and important to the success of the company.
Foster a culture of teamwork, accountability, continuous improvement, and ethical leadership.
Manage staffing levels to support business growth and customer requirements.
Serve as the escalation point for customer concerns and service-related issues.
Ensure high levels of customer satisfaction and retention.
Conduct regular customer reviews and follow-up visits as needed.
Partner with sales teams to support customer renewals, equipment upgrades, and new business opportunities.
Maintain strong relationships with key accounts and manufacturing partners.
Work with the inventory team to maintain adequate inventory levels for service parts and supplies.
Monitor parts usage, returns, and inventory accuracy.
Ensure company assets and service vehicles are properly maintained.