Sales and Service Manager

Regional Sales and Service Manager - Job Description

Overview

We are seeking an experienced Regional Sales and Service Manager to lead our sales and aftermarket service operations in Phoenix Arizona. The ideal candidate will have a strong background in industrial equipment sales, a proven track record of managing sales teams, and expertise in aftermarket service operations. This role is responsible for achieving revenue targets, managing customer service agreements (CSA), driving repair and parts sales, and ensuring operational efficiency. Additionally, this position requires collaboration with fellow managers to establish new KPIs, enhance business processes, and develop long-term strategies for sustained growth.

Key Responsibilities

Sales & Business Development

• Develop and implement sales strategies to achieve company revenue and gross margin goals.
• Manage and motivate a team of sales representatives and service professionals.
• Identify new business opportunities and create plans to capitalize on them.
• Drive growth in Equipment sales, Renewal and New CSA sales, ensuring alignment with sales objectives.
• Oversee parts revenue performance, including quoting and closing new sales.
• Track Recommended Repair (RR) quoting vs. budget and close rates to drive revenue.
• Provide accurate sales forecasts and reports to senior management.
• Work closely with fellow managers to analyze market trends and develop strategies for business growth and customer retention.

Customer Service & Satisfaction

• Ensure customer satisfaction by building and maintaining strong relationships with key accounts.
• Oversee Service operations to include CSA scheduling and completion, maintaining an 85% or higher completion rate.
• Implement strategies to reduce churn and increase contract renewals.
• Ensure effective handling of shop warranties and courtesy credits.
• Resolve customer issues and ensure a high standard of service quality.

Operations, Performance Management & KPI Development

• Oversee service sold revenue vs. plan and piping gross margin (GM) to ensure profitability.
• Ensure proper completion of ASG (Aftermarket Service Group) repair orders (SROs).
• Monitor resource utilization, ensuring efficiency remains above 85%.
• Track CSA active totals, CSA revenue vs. plan, and contract performance.
• Ensure the team meets training matrix and skill development requirements.
• Collaborate with fellow regional and national managers to establish and refine key performance indicators (KPIs) that align with evolving business objectives.
• Develop and implement new business processes that drive efficiency, profitability, and customer engagement.

Strategic Planning, Growth, & Continuous Improvement

• Work with leadership to create long-term strategies that promote year-over-year growth.
• Provide senior management with insights on market trends, customer needs, and competitive positioning.
• Analyze retired CSA revenue and churn rates, implementing corrective actions to retain contracts.
• Track and improve service backlog management for timely completion.
• Identify opportunities for service and product expansion within the aftermarket segment.
• Drive continuous improvement by enhancing sales processes, customer retention initiatives, and pricing strategies.

Requirements

• Minimum of 5 years of experience in equipment sales or aftermarket service management.
• Proven track record of managing sales teams and achieving revenue targets.
• Strong communication, negotiation, and customer relationship skills.
• Experience with CRM systems, ERP tools, and reporting software.
• Strong analytical and problem-solving skills to optimize sales and service performance.
• Ability to travel up to 50% within the assigned region.
• Bachelor's degree in Business, Engineering, or a related field is preferred.

Key Performance Indicators (KPIs)

• Revenue vs. Plan for aftermarket services, parts, and CSA sales.
• CSA scheduling and completion rate (85% or higher).
• Resource utilization (Above 85% efficiency).
• Repair quoting and close rate.
• Customer churn rate and contract renewal performance.
• Training and skill development compliance.
• Operational efficiency in service repair order (SRO) management.
• Implementation of new KPIs and business processes to support continuous growth.
• Year-over-year revenue and margin growth through strategic planning and exe