Regional Service Manager (RSM)

Regional Service Manager (RSM)

Position Summary / Why This Role Matters

BFC Solutions is seeking a Regional Service Manager (RSM) to lead frontline service execution across a multi-state territory. This is a field-forward leadership role focused on technician performance, safety, customer experience, and operational efficiency. The RSM partners closely with Operations, Logistics, Safety, HR, and Customer teams to maintain service continuity, improve technician retention, and drive consistent execution. If you enjoy coaching in the field, solving problems in real time, and using data to improve outcomes, this is a high-impact opportunity.

What You Will Do

Leadership and Team Performance

• Lead, coach, develop, and retain service technicians across the assigned region.
• Drive accountability through field coaching, ride-alongs, training reinforcement, and regular performance feedback.
• Partner with HR and service leadership on interviewing, hiring recommendations, performance management, corrective action, and employee relations matters.
• Support investigations related to safety, conduct, and policy concerns and implement corrective actions in partnership with HR/Safety.

Operational Execution and Coverage

• Review routing plans and coverage needs on a recurring basis (weekly at minimum) and adjust staffing plans in coordination with Logistics and Operations.
• Approve timecards and expenses and manage overtime and labor utilization within company guidelines.
• Identify and implement practical process improvements that strengthen route efficiency, service quality, and technician productivity.
• Support service launches, customer transitions, and operational rollouts within the region.

Safety, Quality, and Customer Experience

• Maintain regular field presence to coach technicians, audit safety and quality practices, and resolve service issues.
• Reinforce safe work practices and support incident reporting, follow-up, and corrective/preventive actions.
• Resolve customer escalations quickly and professionally and ensure consistent follow-through with internal teams.

Systems, Reporting, and Metrics

• Use company systems and dashboards to manage service execution, workforce activity, and reporting.
• Track and manage key metrics including technician retention (including quick quits), staffing stability, route productivity/utilization, customer response and repeat-service trends, safety indicators, timecard accuracy, and overtime performance.
• Maintain accurate documentation and timely reporting consistent with company standards.

What We Are Looking For

Required

• 2+ years of field service leadership experience.
• Demonstrated ability to coach teams, hold people accountable, and improve performance.
• Strong communication, problem-solving, and decision-making skills in a fast-moving environment.
• Comfort working in a metrics-driven operation using dashboards, reporting tools, and mobile technology.
• Ability to travel frequently throughout the assigned region, including occasional overnight travel.
• Valid driver's license and acceptable motor vehicle record per company insurance guidelines.

Preferred

• Experience in facilities services, construction, HVAC, or related industries.
• Experience with route-based service operations and workforce scheduling concepts.
• Degree preferred, or equivalent combination of education and relevant experience.

Success Measures

• Technician retention and reduction in quick-quit turnover within assigned region.
• Route coverage continuity, productivity, and labor effectiveness.
• Customer service consistency, response performance, and escalation resolution.
• Safety engagement in the field and adherence to required practices.
• Timecard accuracy and overtime management within established expectations.

As an RSM, you will enjoy the following benefits:

• Medical, dental and vision insurance
• 401k with match
• Life insurance
• PTO and paid holidays
• Company vehicle

Physical and Work Environment Requirements

This is a field-based leadership role. Regular field presence is an essential function to coach technicians, audit safety and quality, and resolve customer issues.

• Ability to safely operate a motor vehicle and comply with company fleet/driving policies.
• Ability to work at heights up to 40 feet, climb ladders, and work in varying field conditions, as needed.
• Ability to lift and/or move 50-75 pounds, and to stand, walk, bend, kneel, and climb during site visits.
• Work schedule may include early mornings and late afternoons to support route-based operations and customer needs.

Equal Opportunity and Important Notices

• BFC Solutions is an Equal Opportunity Employer and does not discriminate on the basis of any status protected by applicable law.
• Employment is at-will unless otherwise stated in a signed written agreement.
• Offers may be contingent upon successful completion of job-related background screening and/or motor vehicle record review, consistent with applicable law.
• This posting is intended to summarize the role and is not a contract of employment. Duties and requirements may change based on business needs. 

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