Regional Manager, Field Service (South Central

Regional Field Service Manager

Join us as we empower the world to work out, creating healthier lives together.

At Life Fitness / Hammer Strength, we're not just building equipment—we're shaping the future of fitness. As pioneers in fitness innovation, we deliver high-performance, reliable solutions that help people around the world live healthier, more active lives. Our Field Service Team plays a critical role in delivering an exceptional customer experience and ensuring our products continue to perform at the highest level throughout their lifecycle.

We're seeking an experienced Regional Manager, Field Service to lead field service operations across our South Central Region. In this role, you'll lead and develop Field Service Technicians, Independent Service Operators (ISOs), and other field support resources while driving customer service, productivity, revenue, and profitability objectives. You'll develop regional service strategies, optimize resources, strengthen service-partner relationships, and work closely with Sales, Engineering, Product Support, and other cross-functional teams to deliver outstanding service and customer experiences.

The ideal candidate is a hands-on field service leader who combines strong technical knowledge with business acumen, customer focus, and people leadership skills. You'll use data and operational insights to identify opportunities, solve problems, improve service performance, and drive continuous improvement across the region.

This is a remote role based within the assigned region, preferably in Texas, and requires approximately 15–25% travel throughout the region to visit customers, Life Fitness / Hammer Strength technicians, Independent Service Operators, and other business locations. Travel requirements will vary based on regional needs and business priorities.

As our Regional Field Service Manager, you will:

• Lead and manage direct Life Fitness / Hammer Strength Field Service Technicians within an assigned territory.
• Coordinate the activities of Life Fitness / Hammer Strength technicians, Independent Service Operators, and other field service resources to ensure equipment is maintained and serviced to Life Fitness / Hammer Strength standards.
• Develop regional field service strategies and determine appropriate resource allocation based on customer needs, service volume, geography, and business priorities.
• Partner with key customer accounts to ensure successful field service operations and consistently strong customer experiences.
• Work closely with Life Fitness / Hammer Strength Sales Representatives to coordinate field activities and support company and sales objectives.

Performance & Operational Management

• Establish, monitor, and drive key field service performance metrics, including:
  Customer response time, First-time fix rate, Time to close, Work volume, Technician productivity, Revenue and profitability
• Analyze regional performance data and develop action plans to address opportunities and performance gaps.
• Run and interpret operational reports to support business decisions and regional planning.
• Drive continuous improvement initiatives that enhance service efficiency, customer satisfaction, and financial performance.

Independent Service Operator Management

• Provide direct oversight of Independent Service Operators within the assigned region.
• Evaluate ISO performance against established service, quality, productivity, and customer experience expectations.
• Recruit and develop relationships with qualified service partners as needed.
• Build strong, productive partnerships with existing ISOs.
• Conduct periodic regional resource and capacity reviews to determine the appropriate balance of direct technicians and ISO resources.
• Conduct annual ISO physical inventory audits and counts as directed.

Customer & Service Escalations

• Serve as a key escalation point for complex internal and external customer service issues.
• Quickly assess service issues and coordinate effective resolutions.
• Partner with key customers to understand service needs and proactively address concerns.
• Ensure regional service delivery aligns with Life Fitness / Hammer Strength customer experience standards.

Field…