Regional Manager, Field Service (South Central)

About this role

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: Regional Field Service Leadership • 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 Coaching & Development • Conduct regular field visits with direct technicians to observe performance, reinforce business practices, and provide coaching and feedback. • Conduct field visits with Independent Service Operators as needed. • Promote technical excellence, professionalism, customer service, and accountability throughout the field organization. • Identify training and development opportunities for field technicians and service partners.

Product Quality & Technical Support • Provide feedback regarding product performance, quality, reliability, and technical issues identified in the field. • Partner with Engineering and Product Support to investigate and resolve product quality and design issues. • Identify recurring service issues and recommend solutions that improve equipment reliability and customer satisfaction.

Revenue & Inventory Management • Support the promotion and sale of Customer Service contracts, service parts, marketing programs, and related service offerings. • Manage field technician inventory to optimize parts availability, first-time fix rates, and customer response times. • Establish appropriate inventory levels based on regional service requirements. • Conduct or oversee physical inventory audits for ISOs as required.

Financial, Fleet & Safety Management • Manage the operating budget and P&L for the assigned territory. • Monitor regional expenses and identify opportunities to improve cost efficiency and profitability. • Manage the field service fleet within the assigned region. • Promote and administer Life Fitness / Hammer Strength employee safety programs and awareness initiatives. • Ensure field service activities are conducted in accordance with company safety policies and procedures.

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