The Regional Service Manager is a fully remote position responsible for managing Field Service for the Southwest US. Candidate must reside in one of the southwestern states.

Reporting to the Director of Field Service, a Regional Service Manager, is the first point of contact for all regional customers and coordinates all business activities including interface with the central office to ensure customer satisfaction. Responsibilities include but are not limited to: knowledge of all products and services, installations, retrofits, developing and managing a team of field service engineers through best industry practices to enhance profitable sales growth within the region.

Essential Duties and Responsibilities

• Manage performance of the regional market including furnace installations, project cost controls within allocated budgets and efficiency and utilization of Field Service Engineers (FSE).
• Responsible for building and increasing service revenue through sales of periodic maintenance contracts and service agreements within the assigned region.
• Manage daily FSE worksite schedules and coordinate all regional staffing requirements.
• Process customer POs, new equipment and maintenance quotes, labor and expenses, warranty claims, etc.
• Regional scheduling of projects, consolidating backlog schedule and manpower based on complexity of each project.
• Manage customer communications regarding sale of additional services, scheduling activities, customer technical support questions and potential complaints through successful completion of projects.
• Travel to customer locations, review service requirements at facilities, and make recommendations on needed repairs.
• Provide developmental support to Ipsen Field Service Engineers located within assigned region.
• Provide support, as needed, in addressing and resolving escalated fielded product performance issues.

Education & Experience

• High school diploma or equivalent required. Bachelor’s Degree in business, engineering, technology, or related discipline preferred.
• Previous experience in manufacturing, construction, or service-based businesses; or prior field-service experience is highly preferred.
• Prior management experience required, experience leading remote teams preferred.
• Experience working on vacuum heat-treating furnaces preferred.
• Experience selling service and service agreements to commercial customers preferred.
• Experience in business development and/or proposal development in support of service opportunities.
• Experience cultivating and advancing relationships with internal and external stakeholders.

Knowledge, Skills, & Abilities

• Possess strong written and verbal communication skills.
• Demonstrated capabilities in teamwork and leadership, including the desire and eagerness to mentor and assist in the professional development of junior staff members.
• Ability to write reports, business correspondence, and procedure manuals.
• Analyze and interpret general business periodicals, technical procedures, and governmental regulations.
• Ability to define problems, collect data, establish facts, and draw valid conclusions.
• Strong project management experience
• Interpret an extensive variety of technical instructions in mathematical or diagram form and deal with several abstract and concrete variables.
• Working knowledge of, or the ability to learn, electrical systems such as SCADA, PCBs, Controllers, etc.
• Working knowledge of mechanical pumping systems preferred.
• History of working in the heat-treating industry (commercial or captive) helpful.
• Possess experience working with robust CRM systems (EX: Sales Force Service Cloud)
• Working knowledge and experience of MS Office applications and tools.
• Ability to travel (automobile and airplane) up to 30% domestically and internationally.

Physical / Visual / Mental/ Environment Factors The physical/visual/mental demands described are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Occasionally required to stand, walk, stoop, kneel, crouch or crawl and reach above shoulders.
• Regularly sits and moves from place to place.
• Frequently talks and listens and uses hand to finger, handle or touch.
• Frequently uses close vision, distance vision, color vision, peripheral vision, depth perception and the ability to adjust focus.
• Occasionally lift up to 50 pounds.

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran.