Regional Service Manager
About The Position
Instron is a global organization that designs, manufactures, sells and services mechanical testing systems. Have you ever wondered how a potato chip always has the right crispiness level? Or, how your game controller will survive several drops whether you are excited for your win or upset by a loss? How about eyewear being able to withstand impact forces? Visit Instron’s YouTube Channel to see our customer’s applications or watch our Culture video at https://www.youtube.com/watch?v=1IC97HOKN-Y. Check out Facebook Watch at https://fb.watch/a8ILPde4GP/ for additional videos. Our systems are trusted by 95% of the world’s largest manufacturing companies to gather critical data, informing the design of components and materials. You will find that our established strength, commitment to our core values and team focus provides an engaging work environment and offers exceptional opportunities for personal and career development. The Regional Service Manager is a critical leadership role responsible for delivering Instron’s premium service experience across a defined region. Leading a team of highly skilled Field Service Engineers, the RSM ensures exceptional execution of installation, calibration, maintenance, and repair services while building a high-performing, engaged team. This role owns the intersection of customer experience, operational excellence, and business performance, partnering closely with Sales, Technical Support, and Engineering to deliver consistent, world-class outcomes for our customers. The RSM serves as a visible leader of the Instron brand—driving trust, quality, and long-term customer value.
Requirements
- Bachelor’s degree in Engineering, Business, or related discipline
- 5+ years of leadership experience in field service or a related technical environment
- Strong technical foundation in mechanical, electrical, or materials testing systems
- Working knowledge of ISO standards (ISO 17025 preferred)
- Proven ability to lead teams, influence across functions, and deliver results
- Strong analytical, communication, and problem-solving capabilities
Responsibilities
- Lead & Develop a High-Performance Team
- Build, coach, and inspire a team of Field Service Engineers to deliver at a consistently high level
- Foster a culture of accountability, engagement, and continuous development
- Develop talent pipelines through structured coaching, succession planning, and hiring excellence
- Deliver a Premium Customer Experience
- Champion a seamless, high-quality customer journey across all service interactions
- Lead complex issue resolution with urgency, ownership, and clear communication
- Translate customer feedback and insights into continuous improvement actions
- Drive Operational Excellence
- Ensure disciplined execution of service delivery, scheduling, and resource alignment
- Uphold the highest standards in safety, quality, and ISO-compliant calibration practices
- Advance service consistency, first-time fix, and installation execution
- Own Regional Business Performance
- Lead regional performance across revenue, productivity, and key operational metrics
- Leverage data and insights to identify opportunities, mitigate risks, and drive results
- Contribute to strategic planning, forecasting, and scalable growth initiatives
- Enable Cross-Functional Success
- Partner with Sales to strengthen customer relationships and expand service opportunities
- Collaborate with Technical Support and Engineering to elevate product and service performance
- Act as the voice of the customer to influence continuous improvement and innovation
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What This Job Offers
Job Type
Full-time
Career Level
Manager
Number of Employees
1-10 employees
