The National Service Manager role leads a team of Field Service Engineers (FSEs) within a defined geographic region and modality focus. This role is responsible for driving service execution, customer uptime, operational discipline, and performance against defined KPIs.
The National Service Manager role operates with a strong sense of ownership, holding the team accountable for ticket flow, RMA management, utilization, overtime control, expense management, and revenue growth. The role ensures timely resolution of all service issues and drives proactive management of operational metrics.
Success in this position requires collaboration across Sales, Project Management, Warehouse Operations, Quality, and Regulatory to deliver consistent customer outcomes and support growth. The National Service Manager promotes transparency through clear communication, accurate reporting, and early escalation of risks or performance gaps.
This leader builds a culture grounded in accountability, urgency, continuous improvement, and alignment with company values of Collaboration, Ownership, and Transparency.
ESSENTIAL FUNCTIONS:
To perform this job successfully, the individual must be able to perform these essential functions.
Team Leadership and Talent Management
- Lead, coach, and mentor Field Service Engineers within the assigned region and modality.
- Establish clear performance expectations and hold engineers accountable to KPIs including utilization, ticket aging, RMA cycle time, and overtime control.
- Conduct regular performance reviews and identify training needs to improve productivity and service quality.
- Participate in hiring, onboarding, workforce planning, and performance management decisions.
Service Execution and Operational Control
- Ensure timely and professional completion of all service calls, installations, preventive maintenance visits, and deinstallations.
- Maintain strict control of ticket flow and RMA aging to meet defined targets.
- Oversee dispatch coordination to ensure proper resource allocation and coverage.
- Drive continuous improvement of service processes to increase efficiency and protect margins.
- Monitor critical service issues and ensure rapid resolution and minimal customer downtime.
KPI and Financial Management
- Manage performance against established KPIs including RMA aging, ticket approval timing, utilization, overtime, T&E budget adherence, revenue growth, and sales lead generation.
- Review and analyze service performance data to identify trends, root causes, and corrective actions.
- Prepare and present monthly operational performance reports to leadership.
- Control expenses and manage overtime through disciplined scheduling and balancing workloads.
Commercial and Cross Functional Collaboration
- Support revenue growth through service contract performance, customer retention, and identification of sales opportunities.
- Generate and track qualified sales leads in partnership with the commercial team.
- Serve as escalation point for key accounts and complex customer issues.
- Act as liaison between Sales, Project Management, Warehouse Operations, Quality and Regulatory to ensure alignment and transparency.
- Provide input into operational infrastructure, software, and service platform investments.
Strategic and Organizational Leadership
- Contribute to long-term service planning and operational excellence initiatives.
- Develop and implement standardized operating procedures that improve consistency and scalability.
- Promote a culture grounded in Collaboration, Ownership, and Transparency.
