Illinois Tool Works, Inc. Regional Service Manager in Kansas City, Missouri

Regional Service Manager at ITW

Job Description

Regional Service Manager – Central Region

Instron® is a global organization that designs, manufactures, sells and services materials testing systems. Instron is a clear global leader in materials testing applications and its leadership in the marketplace is continually expanding. 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.


Working from home, preferably within close proximity to a major Midwestern city in the Central Plains states, the Regional Service Manager is a key position in field service operations. This position plays a critical role in the success of Instron, its customers and employees. Manage and direct as necessary the day-to-day activities of the region to maximize the productivity of the resources available and to present and promote the Instron image at all times. Directly accountable for maintaining a high level of customer satisfaction with Instron service performance and service delivery. Escalate all equipment performance issues. Ensure that service delivery expectations and standards are achieved. Maximize the customer satisfaction ratings through the actions of the service group. Directly accountable for the timely, accurate and complete reporting of all Field Service Reports submitted by Field Service Engineers on a weekly basis and all Calibration documentation to the customer as well as backups. Hire, develop, coach and shape the field service personnel into a world-class service operation. Ensure engineers have requisite technical competency, administrative and customer service skills to meet performance standards for their position. Recommend annual operating budget for the region. Forecast annual resource needs. Monitor actual performance to plan on a monthly basis. Explain variances. Frequent travel required.


Successful applicants will have a Bachelor’s degree in Engineering Technology or Business Management with an emphasis on Engineering Technology as well as a preferred minimum of 6 years managerial experience in a technical field with a preference for previous Field/Customer Service experience. You must possess the ability to work as a team member with sales and support management and the ability to represent Instron as a role model to both employees and customers. Must have excellent resource and time management skills with the ability to pay attention to details. Excellent written / oral communication and presentation skills for heavy customer interaction. Familiarity with PC’s including operating systems and Windows applications is also essential.

Take this opportunity to join a successful team where you can make an immediate impact. Enjoy excellent on and off the job training, a competitive salary, and a generous benefits package that includes health, dental, life and LTD insurance, 401k (with match), and a 100% tuition reimbursement program.

Instron is an Equal Opportunity/Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability, or protected veteran status.