Regional Service Manager

Sunbelt Fire • Birmingham, AL

1d

About The Position

At Sunbelt Fire, we're not just supporting operations – we’re serving those who save and protect lives . Every truck repaired, every service performed, and every detail managed fuels our mission to serve First Responders with excellence and glorify God in all we do. We are seeking an extraordinary Regional Service Manager (RSM) who will be responsible for leading and executing Sunbelt Fire’s service operations within an assigned geographic region. Reporting to the COO, the RSM owns regional service performance, including financial results, technician productivity, process execution, safety, and customer satisfaction. As the senior regional service leader, the RSM is accountable for translating company service strategy into consistent, high-quality execution across all locations and teams. This role ensures alignment with company objectives while driving operational excellence, accountability, and continuous improvement throughout the region. Requirements Roles & Responsibilities: Regional Service Leadership & Accountability Lead, manage, and be accountable for all service department operations within the assigned region. Directly manage Service Managers, Supervisors, and/or Lead Technicians Establish clear expectations, performance standards, and accountability for regional service teams Build and sustain a culture of safety, professionalism, teamwork, and continuous improvement Coach, develop, and evaluate direct reports and department staff. Conduct structured L10s, Same Page meetings, Quarterly Conversations, quarterly department offsites, and annual reviews. Run the region on EOS and ensure service leaders effectively operate their departments within the EOS framework. Financial & Performance Management Own regional service financial performance, including revenue, gross margin, labor efficiency, and expense control while maintaining budgeted profit after direct expenses. Execute and manage the regional service budget in alignment with company targets and COO/CFO guidance. Cascade budget objectives through individual and team performance goals. Monitor and manage key service KPIs, including: - Technician productivity and efficiency - Effective Labor Rate (ELR) - Comebacks, rework, and warranty recovery - Work order cycle time and backlog Review financial and operational reporting and implement corrective action plans when performance is off target. Review and approve large service estimates, quotes, and discounts within established authority levels. Present monthly financial and operational results to the COO, including: - Action plans to address underperforming metrics - Strategies to drive growth and improve profitability Manage company tooling, fleet, and capital expenditures to ensure efficiency, safety, and cost control. Partner with the COO and leadership team to support strategic initiatives aligned with the company’s 3-Year Picture and 10-Year Target. Service Operations & Process Execution Ensure consistent execution of standardized service processes across all regional locations. Drive continuous improvement of core service processes through training and refinement. Oversee scheduling, dispatch, repair quality, documentation, and job closeout. Hold teams accountable to service processes, quality standards, and timelines. Ensure accurate and timely service documentation, inspections, and compliance records. Customer Experience & Escalation Management Serve as the senior escalation point for regional customer service issues and complex repairs Participate in key customer meetings to support relationships, retention, and service commitments. Ensure delivery of a consistent, professional, and industry-leading service experience. Partner with Sales and Account Management to support service-related opportunities. Identify risks to customer relationships and support Service Managers in implementing corrective actions. Maintain strong working relationships with division leaders, vendors, and key partners to ensure timely issue resolution. Safety, Compliance & Quality Promote, enforce, and model all safety policies and procedures across the region. Ensure compliance with OSHA, DOT, manufacturer, NFPA, and company standards. Monitor safety performance and proactively address risks to create a safe and compliant service environment. People Development & Staffing Recruit, onboard, develop, and retain high-performing service leaders and technicians Identify training needs and partner with COO and Organizational Development on technical and leadership development Support succession planning and career development within the service organization Drive employee engagement, accountability, and retention Cross Functional & OEM Collaboration Partner with Parts leadership to align inventory planning with service demand. Coordinate with OEMs and vendors on warranty claims, technical issues, and service standards. Collaborate with Finance, Sales, and Operations to ensure alignment and execution. Support company-wide service initiatives, system implementations, and operational improvements. Supervisory Responsibilities : LMA of Service Managers within the assigned geographical region Position Measurables: Regional service revenue, margin, and budget achievement, including profit after direct expenses (PAD) Technician productivity, proficiency, and utilization Comebacks, rework, and warranty recovery Customer satisfaction and retention Safety performance and compliance Employee engagement and turnover Knowledge, Skills, and Abilities : Excellent verbal and written communication skills. Ability to prioritize tasks and to delegate them when appropriate. Excellent follow up and customer relationship building skills. Strong analytical and problem-solving skills

Requirements

• 5+ years of experience in service leadership
• Strong financial acumen with experience managing service budgets and performance metrics
• Proven ability to lead teams, drive accountability, and improve operational results
• Excellent communication, organizational, and problem-solving skills
• Ability to travel regularly within the assigned region
• Excellent verbal and written communication skills.
• Ability to prioritize tasks and to delegate them when appropriate.
• Excellent follow up and customer relationship building skills.
• Strong analytical and problem-solving skills

Responsibilities

• Lead, manage, and be accountable for all service department operations within the assigned region.
• Directly manage Service Managers, Supervisors, and/or Lead Technicians
• Establish clear expectations, performance standards, and accountability for regional service teams
• Build and sustain a culture of safety, professionalism, teamwork, and continuous improvement
• Coach, develop, and evaluate direct reports and department staff.
• Conduct structured L10s, Same Page meetings, Quarterly Conversations, quarterly department offsites, and annual reviews.
• Run the region on EOS and ensure service leaders effectively operate their departments within the EOS framework.
• Own regional service financial performance, including revenue, gross margin, labor efficiency, and expense control while maintaining budgeted profit after direct expenses.
• Execute and manage the regional service budget in alignment with company targets and COO/CFO guidance.
• Cascade budget objectives through individual and team performance goals.
• Monitor and manage key service KPIs
• Review financial and operational reporting and implement corrective action plans when performance is off target.
• Review and approve large service estimates, quotes, and discounts within established authority levels.
• Present monthly financial and operational results to the COO
• Manage company tooling, fleet, and capital expenditures to ensure efficiency, safety, and cost control.
• Partner with the COO and leadership team to support strategic initiatives aligned with the company’s 3-Year Picture and 10-Year Target.
• Ensure consistent execution of standardized service processes across all regional locations.
• Drive continuous improvement of core service processes through training and refinement.
• Oversee scheduling, dispatch, repair quality, documentation, and job closeout.
• Hold teams accountable to service processes, quality standards, and timelines.
• Ensure accurate and timely service documentation, inspections, and compliance records.
• Serve as the senior escalation point for regional customer service issues and complex repairs
• Participate in key customer meetings to support relationships, retention, and service commitments.
• Ensure delivery of a consistent, professional, and industry-leading service experience.
• Partner with Sales and Account Management to support service-related opportunities.
• Identify risks to customer relationships and support Service Managers in implementing corrective actions.
• Maintain strong working relationships with division leaders, vendors, and key partners to ensure timely issue resolution.
• Promote, enforce, and model all safety policies and procedures across the region.
• Ensure compliance with OSHA, DOT, manufacturer, NFPA, and company standards.
• Monitor safety performance and proactively address risks to create a safe and compliant service environment.
• Recruit, onboard, develop, and retain high-performing service leaders and technicians
• Identify training needs and partner with COO and Organizational Development on technical and leadership development
• Support succession planning and career development within the service organization
• Drive employee engagement, accountability, and retention
• Partner with Parts leadership to align inventory planning with service demand.
• Coordinate with OEMs and vendors on warranty claims, technical issues, and service standards.
• Collaborate with Finance, Sales, and Operations to ensure alignment and execution.
• Support company-wide service initiatives, system implementations, and operational improvements.
• LMA of Service Managers within the assigned geographical region

Benefits

• Medical, Prescription Drug, Dental and Vision benefits offered through BCBS of Alabama and Mutual of Omaha.
• Company paid Life Insurance.
• Company paid Long-Term Disability (Short-Term Offered).
• 401k with Company Match.
• Vacation and Sick Leave.
• Paid Holidays.
• Industry training and continuing education in field.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed