Regional Service Manager

Job Description:

Instron is a global organization that designs, manufactures, sells and services mechanical testing systems. 

Have you ever wondered how a potato chip always has the right crispiness level? Or, how your game controller will survive several drops whether you are excited for your win or upset by a loss? How about eyewear being able to withstand impact forces? Visit Instron’s YouTube Channel  to see our customer’s applications or watch our Culture video at https://www.youtube.com/watch?v=1IC97HOKN-Y. Check out Facebook Watch at https://fb.watch/a8ILPde4GP/ for additional videos.

Our systems are trusted by 95% of the world’s largest manufacturing companies to gather critical data, informing the design of components and materials. You will find that our established strength, commitment to our core values and team focus provides an engaging work environment and offers exceptional opportunities for personal and career development.

The Regional Service Manager is a critical leadership role responsible for delivering Instron’s premium service experience across a defined region. Leading a team of highly skilled Field Service Engineers, the RSM ensures exceptional execution of installation, calibration, maintenance, and repair services while building a high-performing, engaged team.

This role owns the intersection of customer experience, operational excellence, and business performance, partnering closely with Sales, Technical Support, and Engineering to deliver consistent, world-class outcomes for our customers. The RSM serves as a visible leader of the Instron brand—driving trust, quality, and long-term customer value.

Key Responsibilities

Lead & Develop a High-Performance Team

• Build, coach, and inspire a team of Field Service Engineers to deliver at a consistently high level

• Foster a culture of accountability, engagement, and continuous development

• Develop talent pipelines through structured coaching, succession planning, and hiring excellence

Deliver a Premium Customer Experience

• Champion a seamless, high-quality customer journey across all service interactions

• Lead complex issue resolution with urgency, ownership, and clear communication

• Translate customer feedback and insights into continuous improvement actions

Drive Operational Excellence

• Ensure disciplined execution of service delivery, scheduling, and resource alignment

• Uphold the highest standards in safety, quality, and ISO-compliant calibration practices

• Advance service consistency, first-time fix, and installation execution

Own Regional Business Performance

• Lead regional performance across revenue, productivity, and key operational metrics

• Leverage data and insights to identify opportunities, mitigate risks, and drive results

• Contribute to strategic planning, forecasting, and scalable growth initiatives

Enable Cross-Functional Success

• Partner with Sales to strengthen customer relationships and expand service opportunities

• Collaborate with Technical Support and Engineering to elevate product and service performance

• Act as the voice of the customer to influence continuous improvement and innovation

Qualifications

• Bachelor’s degree in Engineering, Business, or related discipline

• 5+ years of leadership experience in field service or a related technical environment

• Strong technical foundation in mechanical, electrical, or materials testing systems

• Working knowledge of ISO standards (ISO 17025 preferred)

• Proven ability to lead teams, influence across functions, and deliver results

• Strong analytical, communication, and problem-solving capabilities

Working Environment

• Field-based leadership role with approximately 40–60% regional travel

• Engagement within laboratory, industrial, and customer environments

• Physical requirements include occasional lifting (up to 50lbs with assistance)

Compensation Information:

This position has a starting salary range of $115,000 to $125,000 per year plus additional incentive compensation (15 - 18%). Pay is determined by several factors, including a candidate’s experience, relevant skills, and qualifications.

ITW is an equal opportunity employer. We value our colleagues’ unique perspectives, experiences and ideas and create workplaces where everyone can develop their careers and perform to their full potential. 

As an equal employment opportunity employer, ITW is committed to equal employment opportunity and fair treatment for employees, beginning with the hiring process and continuing through all aspects of the employment relationship. 

All qualified applicants will receive consideration for employment without regard to race, color, sex, gender identity, sexual orientation, religion, national origin, age, disability, protected Veteran status or any other characteristic protected by applicable federal, state, or local laws.