Regional Field Service Manager

A. O. Smith seeks a Regional Field Service Manager to lead service operations for water heaters, boilers, and water treatment products across an assigned territory. This role oversees a team of field technicians, manages service partners, and ensures safe, high-quality installations, maintenance, and warranty repairs. The manager will analyze service metrics, drive continuous improvement, and support product launches with field feedback and training. Collaborating with engineering, manufacturing, and customer support, this position ensures uptime, customer satisfaction, and compliance with safety and company standards while developing talent in a performance-driven culture.

Responsibilities

• Lead and coach a regional team of field service technicians and service partners
• Plan and oversee installations, maintenance, and warranty repairs for water heaters, boilers, and treatment products
• Monitor service KPIs, analyze field performance, and drive continuous improvement initiatives
• Ensure strict adherence to safety procedures, codes, and company quality standards
• Collaborate with engineering, manufacturing, and customer support to resolve complex field issues
• Provide technical training and guidance to technicians, dealers, and customers
• Support new product launches with field validation, feedback, and issue escalation
• Manage regional service budgets, tools, vehicles, and parts inventories
• Handle key customer escalations and maintain high customer satisfaction
• Document service activities and prepare regular operational and performance reports

Required Skills

• Field service management
• HVAC or mechanical systems knowledge
• Water heaters and boilers troubleshooting
• Warranty and service operations
• Safety and regulatory compliance
• Technical training and onboarding
• Data-driven KPI analysis and reporting
• Customer escalation management
• Budgeting and resource planning
• Cross-functional collaboration