A Regional Service Manager oversees sales and service support in a specific geographic area, typically in service firms. They require 10-15 years of experience and must maintain product quality, resolve issues, and motivate staff. They report to a district service manager and must be able to problem-solve and resolve conflicts.
A Regional Service Manager is responsible for providing consistent sales and service support within a specific geographic area. This position is typically found in service firms, but can also be found in consulting or specialty trade firms. The regional service manager’s primary role is to provide guidance to staff, maintain consistent product quality, and resolve issues.
To become a regional service manager, most people have 10 to 15 years of work experience in the service industry. For example, someone who worked for a copier services company as a local service provider may be promoted to local manager and then to regional services manager. This career path requires consistently high quality results, excellent product understanding and the ability to work well with clients and staff.
As regional service manager, he reports directly to a district service manager or leadership team member. Region size will vary widely, but is typically based on the number of current and potential customers in the region, rather than physical size. Be prepared for a significant amount of travel to the role as the manager needs to meet regularly with staff to provide support, follow up on issues and communicate policies and messages from HQ.
In many companies, the regional service manager should set the quality expectations and standards for his or her staff. Part of this process is communicating these standards to staff in a consistent and practical way. Staff members also need to understand whether performance appraisals are based on these standards or not. The ability to motivate staff and keep one’s interest level high is very important in this job. Taking the time to get to know your employees, resolve work-related issues and provide support where required is a big part of this job.
Problem solving and conflict resolution are required of everyone at the management level, but there are additional expectations for anyone who is a regional service manager. He or she must be able to identify the core issue, address the concern honestly, and provide feedback. When an item is escalated to the regional service manager, it is usually due to lack of satisfaction with the performance or quality of the work. Most people create a systematic way to deal with these problems as they occur, so the same problem or complaint doesn’t happen again.
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