Regional Service Manager

Description

International Drilling Equipment is seeking a Regional Service Manager to join our team.

The Regional Service Manager plays a crucial role in owning the IDE service model that is delivered across the entire service network. This role ensures uptime, consistency, accountability, and economic discipline across all service channels—including the primary service facility, remote service centers, mobile/field service, and partner service providers.

IDE provides high-quality foundation equipment and drill rigs, backed up by client education and ongoing equipment servicing. We are a growing, family-owned business that prides itself in attracting and retaining the best people in the foundation drilling industry. Whether your specialty is equipment sales, equipment service and maintenance, management, or administration, we want to help you achieve success with IDE. Our people and our company are as dependable as our foundation drilling equipment. At IDE, we drill deeper and work harder. 

Our Mission: We consistently deliver the best products and find smart solutions for every customer, working to support a smarter, safer, and more efficient industry as a whole.

Our values: We set the PACE. Performance ~ Adaptability ~Customer Centric ~ Expertise

Service Leadership

• Own the complete service organization across all locations and service channels.
• Define, implement, and maintain the service operating model as the business scales.
• Establish clear standards, roles, escalation paths, and decision rights across the service network.

Distributed & Remote Operations Management

• Lead service managers, shop leads, and field leaders across multiple locations.
• Manage service operations primarily through: 
• Standards,
• Performance metrics
• Leadership cadence
• Accountability—not daily hands-on involvement.
• Ensure remote and partner service operations perform to the same expectations as the primary facility.

Service Performance & Metrics

• Own and monitor core service KPIs, including: 
• Equipment uptime and availability
• Response time and turnaround
• Backlog and work-in-process (WIP)
• Rework and service quality
• Service margin.
• Identify systemic constraints and lead corrective actions.
• Drive continuous improvement initiatives with measurable, sustained results.

People Leadership & Escalation

• Lead, coach, and develop service leaders across regions.
• Build depth, bench strength, and succession within the service organization.
• Ensure consistent training, safety practices, and technical standards are enforced across all locations.

Economic Prioritization & Escalation

• Act as the final authority when service priorities conflict.
• Balance customer urgency, asset availability, and financial impact.
• Make fast, high-quality decisions when downtime or idle assets carry meaningful economic cost.
• Partner closely with Asset Management to minimize downtime on high-value assets.

Cross – Functional Integration

• Work closely with: 
• Sales (aligning customer expectations with field reality)
• Parts (service support and availability)
• Warranty (claims, inspections, proactive service)
• Logistics (movement of assets and service equipment)
• Asset Management (restoring earning capacity)
• Ensure service is fully integrated into the broader operating system

Education & Experience

• Related Multi location shop experience in technical and service centers.
• Experience managing regional shop operations, field service coordination, or similar environments preferred.

Work Hours and Environment:

• Working hours are M-F 9am to 5:30pm 
• Work Environment is in an office and in a shop that can be exposed to weather and elements according to the season
• This position reports to the Rural Hall, NC, location

Benefits:  

IDE offers a competitive benefits package for full-time employees. You will be eligible to enroll after 90 days of employment. This package includes health/vision/dental insurance, 401K with matching, and paid company holidays and paid PTO/sick time. More information about our benefits will be provided in the offer letter.

IDE does not ask for processing fees or payments of any kind. Additionally, we will not ask for personal information (e.g., SSN or bank information) before the hiring is confirmed and an offer letter is signed.

Learn more about us at: http://www.idedrills.com