Regional Service Manager

KHS Group

Regional Service Manager leading field service technicians for KHS, a global packaging systems manufacturer. Responsible for customer satisfaction, service quality, and technical support across regions.

Posted 6/2/2026full-timeWaukesha • Wisconsin • 🇺🇸 United StatesMid-LevelSeniorWebsite

About the role

Key responsibilities & impact

Visits or phones most customers of KHS USA equipment in a specified region to assess customer satisfaction, service quality and identify needs for service, spare parts, maintenance and conversions; focuses on key accounts in the region; creates technical sales presentations; writes preventive maintenance contracts.
Responsible for individual revenue targets determined by management; conducts analyses of parts/service data per customer facility to identify problems and opportunities; focuses on key accounts and promotes available Conversions in the region; checks on consignment inventories in region.
Directly supervises field service technicians at customer sites within the region; provides on-site support for projects on all product lines where service issues have escalated; works with scheduling manager on technician utilization and to access other expert technicians outside region when needed.
Coordinates with other service managers to provide office coverage for after sales support calls, coordinates after-hours technical support.
On single machine projects, provides support for technicians for installation and commissioning; on turnkey, beverage line projects, communicates with customer and supports site manager in commissioning and closing project.
Attends customer meetings and conference calls; follows up on deliverables.
Works closely with financial analyst to maximize profitability and monitor revenue targets; enters quality data for single machines in region.
Works with staff to update installed base database (IBA); updates customer relationship management software with all activity; maintains list and identifies top two decision makers in each plant.
May conduct audits for lines in the field; identifies bottlenecks and inefficiencies along packaging machinery line to make strategic improvements, reduce consumption and optimize efficiencies.
Oversees repairs on KHS USA equipment to ensure quality operations and maximum equipment productivity.
Receives and responds to customer calls escalated from service scheduling staff; provides technical support to regional customers with downed machines; responds to billing issues and resolves disputes.
Works with sales personnel in the same region to identify opportunities and develop the business.
Works with inventory personnel to optimize parts inventory available for customers.
Directly supervises field staff according to KHS policy and procedures.
Works closely with internal staff on hiring and performance evaluation.

Requirements

What you’ll need

Technical certificate or equivalent
At least five years’ service experience in KHS USA field service or packaging industry
At least five years in a leadership role
Ability to travel up to 50 percent of the time on public transportation including airlines.
Valid passport and drivers’ license required.
Ability to man the technical support line providing 24/7 response for one week per month.
Technical ability to understand the functionality and general troubleshooting of packaging machine lines.
Ability to lead field service technicians and machine projects on site.
Ability to develop customer relationships, identify opportunities for after sales service business.
Ability to organize regional service activities from home office.

Benefits

Comp & perks

Medical, Dental, Vision insurance offered at 30 days of employment
Generous Educational Reimbursement program
Company sponsored Life and Disability Insurance
Paid Time Off
Ten (10) Paid Holidays per year
401K with Company Match

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills & Tools

technical certificatepackaging machine troubleshootingpreventive maintenance contractsdata analysiscustomer relationship management softwareauditsinstallationcommissioningservice quality assessmentrevenue target analysis

Soft Skills

leadershipcustomer relationship developmentorganizational skillscommunicationproblem-solvingteam supervisionproject managementcustomer satisfaction focusafter sales support coordinationperformance evaluation

Certifications

valid passportdrivers' license