Regional Service Manager

2 weeks ago

Charlotte, United States Kensington Additive Full time

Job Title: Regional Service Manager

Location: Charlotte, North Carolina

Salary: $60 - $70k

The Regional Service Manager oversees the daily management of Technical Support and Field Service Engineers, supporting product lines and associated software within a designated geographic area. This role assists senior leadership in identifying and executing long-term initiatives that enhance customer service offerings and boost service revenue.

Key Responsibilities:

  • Monitor scheduling and on-site service response times.
  • Supervise and evaluate the performance of Field Service Engineers and Service Coordinators.
  • Ensure ongoing training for field service engineers is current and effective.
  • Conduct on-site customer visits as needed.
  • Prepare detailed quotations for machine repairs and rebuilds.
  • Provide engineering and marketing departments with recommendations based on field feedback.
  • Address and resolve customer complaints professionally.
  • Issue credits and compile necessary documentation.
  • Review service reports and oversee the timely and accurate entry of regional spare parts orders.
  • Participate in recruitment processes and provide recommendations for new hires.
  • Review and approve timecards and expense reports.
  • Ensure adherence to proper procedures for expense and service report submissions.
  • Collaborate with regional sales managers on customer-related issues.
  • Enforce company policies, procedures, and regulations.
  • Support international operations when required.
  • Attend trade shows as needed.
  • Maintain the regional demo center for open houses and customer demonstrations.
  • Perform other related duties as needed.

Skills Required:

  • Proficiency in computer skills (Microsoft Office, internal networks).
  • Strong written and verbal communication skills.
  • Ability to understand and explain technical concepts effectively.
  • Demonstrated ability to learn and adapt to new technologies.
  • Strong time management and project management abilities.
  • High attention to detail.
  • Strong organizational skills.
  • Ability to collaborate and work well with others.

Qualifications:

  • A two-year technical associate degree in Mechanical, Electrical, or Laser technology, or an equivalent mix of technical training and military/industrial experience is required. A bachelor’s degree in a technical or administrative field is preferred.
  • Experience with field service for CNC machine tools or related equipment is essential, with prior management experience preferred.
  • Must have a valid driver’s license and an active credit card.
  • Demonstrated ability to resolve customer issues professionally.

Apply now or contact Amelia Dallas to learn more at adallas@kensingtonadditive.com

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