Job Title:  Area Service Manager

Job Purpose

The Area Service Manager is the senior service leader for an assigned geographic Area and is accountable for the safety, customer experience, people, operational execution, financial performance, and profitable growth of multiple service locations. The role combines direct operating leadership with broader strategic and business-management responsibilities, translating national service priorities into consistent local execution. The Area Service Manager leads through service supervisors and other frontline leaders and exercises independent judgment in allocating resources, correcting performance, resolving customer issues, and improving results.

Essential Duties and Responsibilities

Area Strategy and Leadership

• Provide end-to-end leadership for service, distribution, field, and shop operations across all locations in the assigned Area.

•Translate national and regional service strategies into Area operating plans, priorities, performance commitments, and an effective management cadence.

• Establish clear accountability, decision rights, standard work, and communication routines across locations; lead organizational and process changes through sustained adoption.

• Act as the primary Area service representative with senior leadership, Sales, Operations, Supply Chain, Finance, Human Resources, Warranty, EHS, and other support functions.

Safety, Compliance, and Risk

•  Build and sustain a safety-first culture and ensure compliance with company policies and applicable OSHA, environmental, warranty, transportation, quality, and other regulatory requirements.

• Review safety observations, incidents, audit results, and corrective actions; ensure timely root-cause analysis, closure, and sharing of lessons learned across the Area.

Operational Performance and Continuous Improvement

• Ensure safe, responsive, consistent, and high-quality service delivery across field, shop, distribution, installation, preventive maintenance, and warranty activities.

• Own Area performance against key service indicators, including safety, utilization, productivity, MTTR, FTFR, response time, backlog, schedule attainment, warranty performance, customer satisfaction, and profitability.

• Use data and management reports to identify performance gaps, establish corrective actions, assign ownership, and verify sustained improvement.

• Standardize effective practices across locations and lead continuous-improvement initiatives that reduce waste, rework, downtime, and cost while improving service quality.

Financial and Commercial Accountability

• Own Area service financial performance, including Profit and Loss results, budgets, forecasts, revenue, gross profit, labor cost, overtime, expenses, inventory, productivity, and capital requirements.

•  Review financial and operating results regularly, explain variances, establish recovery plans, and take timely corrective action.

•  Partner with Sales and commercial teams to retain customers, expand service revenue, improve contract performance, support proposals and joint customer calls, and identify new service opportunities.

• Evaluate pricing, scope, resource requirements, and operational feasibility for significant service opportunities in accordance with delegated authority and company policy.

Customer Leadership

• Develop relationships with key customers, dealers, and industry partners to understand expectations, evaluate performance, and promote improved or expanded services.

• Serve as the senior escalation point for significant service issues; coordinate service recovery, communicate action plans, and ensure commitments are completed.

• Use customer feedback, warranty trends, repeat failures, and service data to address root causes and improve customer loyalty.

People and Organizational Capability

•  Lead, coach, and hold accountable service supervisors, frontline leaders, technicians, and shop personnel across the Area.

• Own workforce planning, staffing, selection, onboarding, performance management, development, engagement, retention, and succession planning in partnership with Human Resources.

Decision-Making and Reporting

• Exercise discretion and independent judgment on critical operational, employee, financial, and customer matters within delegated authority.

•  Provide accurate and timely forecasts, KPI reviews, business updates, risk assessments, and action plans to service leadership.

Qualifications

Minimum Qualifications

• Associate degree from a technical school, business program, or related field, or an equivalent combination of education and relevant industry experience.
• Progressively responsible experience in service operations, field service, industrial operations, or a related environment, including leadership of supervisors and/or frontline teams.
• Demonstrated experience managing multi-location or geographically dispersed operations and using financial and operational data to improve performance.
• Working knowledge of P&L management, budgeting, forecasting, labor planning, inventory control, customer service, and continuous improvement.
• Strong leadership, coaching, communication, customer-management, problem-solving, analytical, and change-management skills.
• Proficiency with Microsoft Office and business systems used for service, work orders, inventory, reporting, and financial analysis.
• Ability to read, write, and communicate effectively in English.
• Ability to travel frequently, including overnight travel, and to meet company driving requirements.

Preferred Qualifications

• Bachelor's degree in business, engineering, operations, or a related field.
• Experience in industrial battery, material handling, field service, or a comparable technical service industry.
• Experience with BaaN or comparable ERP, inventory, order-processing, field-service, and reporting systems.

Formal training or demonstrated results in Lean, continuous improvement, project management, or change leadership.

General Job Requirements