Regional Service Operations Manager (West)

The Regional Service Operations Manager is responsible for leading and executing service operations within an assigned region to deliver superior service performance, customer satisfaction, and operational excellence. This role translates enterprise service strategy into daily execution by coaching field teams, deploying, training and enforcing policies and procedures, and driving consistent, high-quality service delivery. The Regional Service Operations Manager plays a critical role in fostering a culture of safety, professionalism, productivity, and continuous improvement while developing field talent and strengthening customer relationships. 

Key Responsibilities:
Service Performance & Customer Satisfaction 

• Drive regional service level performance, ensuring achievement of KPIs, SLAs, and customer satisfaction targets. 
• Monitor service metrics, customer feedback, and operational dashboards to identify trends and improvement opportunities.
• Support customer retention and acquisition through the facilitation of the service network in delivering a reliable service delivery and proactive customer engagement. 

Field Leadership & Daily Execution 

• Provide hands-on leadership and daily facilitation to field service technicians and supervisors. 
• Coach and mentor field teams to improve performance in safety, customer engagement, productivity, and professional standards. 
• Reinforce expectations for behavior, appearance, communication, and customer interactions across the region. 
• Partner with the Senior Service Operations Manager to deploy service initiatives, programs, and performance improvements. 

Safety, Compliance & Policy Adherence 

• Promote and enforce a strong safety culture, ensuring compliance with all safety policies, procedures, and regulatory requirements. 
• Ensure adherence to company service policies, procedures, and quality standards. 
• Support certification, inspection, and compliance programs as required, ensuring accurate documentation and execution. 

Training & Talent Development 

• Plan and monitor regional training programs for field service technicians in alignment with corporate standards. 
• Identify skill gaps and coordinate technical, safety, and customer service training. 
• Mentor technicians and supervisors, supporting career development and succession planning. 
• Reinforce best practices and standard work through ride-alongs, coaching sessions, and performance reviews. 

Productivity, Territory & Inventory Management 

• Optimize technician productivity through effective scheduling, territory alignment, and workload balancing. 
• Manage and troubeshoot regional inventory, tools, and parts to ensure availability, accuracy, and cost control. 
• Partner with supply chain and operations teams to minimize downtime and improve first-time fix rates. 
• Support fleet, asset, and equipment management to maximize operational efficiency. 

Continuous Improvement & Collaboration 

• Identify opportunities for process improvement and participate in continuous improvement initiatives. 
• Share regional insights, best practices, and performance data with the Senior Service Operations Manager. 
• Collaborate cross-functionally with sales, technical support, quality, and operations teams to enhance service outcomes. 

Qualifications & Experience 

• Bachelor’s degree in Business, Operations, Engineering, or a related field (or equivalent experience). 
• 5–8+ years of experience in field service operations, service management, or regional operations leadership. 
• Demonstrated experience leading field-based teams in a multi-location or regional environment. 
• Strong understanding of service metrics, safety compliance, and customer satisfaction drivers. 
• Experience in training, coaching, and mentoring technical teams. 

The Coats Company is an equal opportunity employer that evaluates qualified applicants without regard to race, color, national origin, religion, ancestry, sex (including pregnancy, childbirth and related medical conditions), age, marital status, disability, veteran status, citizenship status, sexual orientation, gender identity or expression, and other characteristics protected by law.