A regional service manager provides sales and service support to customers in a specific area, requiring 10-15 years of experience in the service industry. They set quality standards, motivate employees, and resolve issues, reporting to a district service manager or executive team member. Problem-solving and conflict resolution skills are crucial.
A regional service manager is responsible for providing consistent sales and service support to customers in a specific geographic area. This position is usually found in service companies, but also in consulting firms or specialist trades. The regional service manager’s primary role is to provide guidance to the team, maintain consistent product quality, and resolve issues.
To become a regional service manager, most people have gained 10 to 15 years of work experience in the service industry. For example, someone who works for a photocopying service company as a local service provider might be promoted to a local manager and then to a regional service manager. This career path requires consistently high quality results, an excellent understanding of the product and the ability to work well with customers and employees.
As a regional service manager, he reports directly to a district service manager or member of the executive team. 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 in the role, as the manager must meet regularly with the team to provide support, follow up on issues, and communicate policies and messages from headquarters.
In many companies, the regional service manager is expected to set expectations and quality standards for his team. Part of that process is communicating these standards to the team in a consistent and actionable way. Employees must also understand whether performance reviews are based on these standards or not. The ability to motivate employees and keep their interest level high is very important in this job. Taking the time to learn about your employees, resolve their work-related issues, and provide support when needed is a big part of this job.
Problem solving and conflict resolution are necessary for everyone at the management level, but there are additional expectations for someone who is a regional service manager. He or she should 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 a lack of satisfaction with the performance or quality of the work. Most people create a systematic way to resolve these issues when they occur so that the same issue or complaint is not repeated.
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