Regional Service Manager

POSITION SUMMARY

The Regional Service Manager is responsible for leading, standardizing, and improving service operations across the Refuse Division. This position provides direct leadership to Branch Service Managers and is accountable for service revenue, profitability, customer satisfaction, repair quality, workforce development, safety, and operational performance. Working closely with branch leadership, Parts, Sales, Rental, Used Equipment, Warranty, and OEM partners, the Regional Service Manager establishes consistent processes, develops service leadership, removes operational barriers, and ensures each branch has the people, tools, capacity, and accountability necessary to meet customer commitments and achieve company objectives.

KEY RESPONSIBILITIES

Regional Service Leadership & Execution

• Lead service operations across all assigned East Region branches and provide direct leadership, coaching, and accountability to Branch Service Managers.
• Establish consistent service standards, operating procedures, performance expectations, and management routines across the region.
• Translate company objectives into branch-level action plans and ensure service priorities are executed safely, efficiently, and consistently.
• Conduct regular branch reviews to evaluate performance, identify barriers, and establish corrective action plans with clear ownership and timelines.

Service Operations & Workflow Management

• Standardize repair-order management, estimating, work authorization, scheduling, dispatch, documentation, quality control, invoicing, and work-order closure practices.
• Monitor shop and field-service capacity, backlog, work in process, aging, cycle time, and schedule adherence to improve throughput and equipment uptime.
• Ensure labor, tooling, facilities, service vehicles, and technical resources are aligned with customer demand and branch growth plans.
• Drive timely communication with customers regarding equipment status, repair scope, cost changes, completion dates, and service-related concerns.

Financial Performance & KPI Management

• Own regional service performance and partner with Branch Service Managers to achieve revenue, gross profit, expense, and operating-income objectives.
• Develop annual service budgets, staffing plans, capital requests, and performance forecasts in coordination with branch and company leadership.
• Establish and monitor KPIs including productivity, efficiency, proficiency, effective labor rate, technician utilization, WIP aging, rework, warranty recovery, and customer satisfaction.
• Analyze performance variances, identify root causes, and implement corrective actions that improve labor recovery, cost control, and profitability.

Customer, OEM & Cross-Functional Support

• Serve as the escalation point for significant customer concerns, repeat repairs, technical issues, and service commitments requiring regional support.
• Maintain productive relationships with refuse, vacuum, environmental, commercial-truck, and heavy-equipment OEMs to improve technical support, training, warranty recovery, and issue resolution.
• Partner with Parts, Sales, Rental, Used Equipment, Warranty, and Operations leaders to coordinate resources and deliver a consistent customer experience.

Service Leadership & Workforce Development

• Recruit, develop, evaluate, and retain effective Branch Service Managers, supervisors, foremen, technicians, and service-support personnel.
• Establish succession plans and structured development programs for service leadership and technical employees across the region.
• Evaluate staffing levels, skill gaps, training needs, and compensation requirements to support current demand and future growth.

Safety, Quality & Continuous Improvement

• Ensure compliance with OSHA requirements, company safety policies, environmental requirements, and applicable service and repair standards.
• Promote a safety-first culture through leadership visibility, inspections, training, incident follow-up, and consistent accountability.
• Reduce repeat repairs, comebacks, and avoidable warranty expense through root-cause analysis, repair-quality controls, and standardized technical practices.
• Lead continuous-improvement initiatives involving service systems, reporting, facility layout, tooling, workflow, and operating procedures.

QUALIFICATIONS/EXPERIENCE ENVIRONMENT

• Bachelor's degree in Business, Operations or a related field preferred; equivalent service-management experience may be considered.
• 10 years of progressive service experience in refuse, vacuum, environmental, commercial-truck, heavy-equipment, or industrial-equipment operations.
• Minimum of 5 years of leadership experience managing service managers, multiple service locations, or geographically dispersed technical teams.
• Demonstrated responsibility for service-department financial performance, including budgeting, labor recovery, cost control, forecasting, and KPI management.
• Strong command of shop and field service, diagnostics, repair planning, warranty, diesel and truck systems, hydraulics, electrical systems, and customer escalation.
• Proven success developing managers, standardizing multi-location processes, and using ERP systems, Microsoft Office, dashboards, and financial analysis to improve performance.

PHYSICAL REQUIREMENTS / WORK ENVIRONMENT

• Work is performed in office, service-shop, yard, and customer-site environments with exposure to moving equipment, noise, weather, grease, and other industrial conditions.
• Ability to walk service facilities, inspect equipment, climb steps or ladders when necessary, and remain on the shop floor for extended periods.
• Ability to occasionally lift, carry, or move items weighing up to 50 lbs.
• Required to wear appropriate personal protective equipment and comply with all site-specific safety requirements.

TRAVEL AND SCHEDULE EXPECTATIONS

• Based in Fort Worth, TX; San Antonio, TX; Houston, TX; or Oklahoma City, OK; with regular travel (generally 30%–50%) among East Region branches, customer locations, OEM facilities, and company meetings.
• Standard Monday-Friday schedule with flexibility for early mornings, extended hours, overnight travel, and urgent customer or operational needs.
• A valid driver's license and the ability to meet company vehicle-insurability requirements are required.