Regional Service Manager

Position Summary

The Regional Service Manager is responsible for managing and executing regional field service enablement and operational readiness in alignment with TARGAN’s service standards and field operations strategy. This role combines field service management, technical training oversight, documentation control, and onsite service execution, with significant time spent at customer hatcheries supporting installations, training, and service activities.

This position manages all aspects of regional service, including training programs, onboarding, SOPs and work instructions, KPI tracking, budgeting, and continuous improvement initiatives. The Manager works directly with Field Service Technicians (FSTs) and internal teams to improve service efficiency, reliability, and consistency while maintaining OPEX and revenue performance targets defined by Field Operations.

Key Job Responsibilities

Service & Training Management

• Manage the development, execution, and continuous improvement of the regional field training program, including new hire orientation, onboarding, systems access, and ongoing technical training.
• Manage changes to training programs to reduce door-to-floor time while maintaining training quality, safety, and consistency.
• Manage and deliver technical training for TARGAN field service personnel, customers, and commercial partners, both remotely and onsite at hatchery locations.
• Coordinate with Engineering, Manufacturing, Systems Engineering, and R&D to ensure training materials accurately reflect current products, tools, and field service procedures.
• Define, track, and report training and service enablement KPIs to measure program effectiveness and technician readiness.

Documentation, Quality & Process Control

• Manage the review, maintenance, and updates of SOPs, Work Instructions, and field service documentation.
• Work with internal teams to manage Deviations, CAPAs, and Change Controls, ensuring actions are documented, appropriate, and completed on time.
• Manage quality, reliability, and process improvement initiatives focused on standardization and field execution.

Regional Field Service Operations Management

• Manage day-to-day regional field service operations to ensure consistent and timely onsite service support aligned with TARGAN standards.
• Manage regional field schedules to ensure proper hatchery coverage and service execution.
• Hire, onboard, and manage a regional team of Field Service Technicians (FSTs).
• Manage technician performance through routine 1:1 meetings, KPI reviews, skills assessments, and corrective or developmental actions.
• Manage technical and soft-skill training for FSTs to align with the installed product base.
• Coordinate monthly operational reviews with Call Center and Technical Support teams focused on execution and process improvement.
• Manage regional field inventory processes, including reporting, cycle counts, and asset control.

Travel & Onsite Execution

• Travel 30-40% locally and overnight to manage onsite service activities, installations, training, and escalations at customer hatcheries.
• Manage onsite service execution during installations, complex service events, and recovery activities.
• Support service operations Monday-Friday and holidays; occasional weekend support may be required based on operational needs.

Key Competencies & Skills

• Demonstrated experience managing field service or technical operations teams
• Proven experience managing and developing field-based direct reports
• Strong ability to manage technical problem-solving in complex operating environments
• Experience managing standardized processes, documentation, and training programs
• Financial management experience including budgeting, cost tracking, and forecasting
• Strong analytical, organizational, and documentation skills
• Ability to manage multiple priorities in a fast-paced, field-driven environment
• Self-motivated, execution-focused, and results-oriented

Education and Experience Requirements

• Bachelor’s degree in engineering, business, or related field (or equivalent experience)
• 7+ years of experience in field service, engineering, maintenance, or related roles
• Minimum 3 years of experience managing or supervising direct reports
• Advanced proficiency in Microsoft Office (Excel, Word, Outlook)
• Valid driver’s license and ability to meet travel requirements
• Fluency in English required

Working Conditions:

• Work performed in office environments and customer hatchery facilities
• Regular exposure to live production environments, including working with birds
• Occasional lifting up to 50 lbs.
• Work performed across offices, manufacturing floors, warehouses, and hatcheries
• Travel: Up to 30-40%, including regular onsite time at customer hatcheries (some weekends, holidays, and international travel)