• Own the regional service strategy, overall customer satisfaction, and resolution of unusual issues or escalations, including after-hours support when required • Develop and implement customer specific service programs and best practices across strategic accounts and identify and cultivate future service opportunities • Manage and enhance service offerings such as equipment assessments and preventive maintenance programs • Maintain ongoing communication with customers, sales, and field teams regarding strategic initiatives, revenue opportunities, escalations, and service actions • Ensure a consistently high level of customer experience and achievement of key performance indicators within the assigned geography • Lead and manage the full district installation process for capital equipment, coordinating with assigned Equipment Specialists to establish appropriate installation dates • Ensure all projects are current and on track with quarterly and annual revenue or installation objectives, adjusting plans as needed • Lead the coordination of installation date changes during the planning process, ensuring timely customer communication and alignment with internal stakeholders • Own and lead Equipment Planning Meetings for the assigned market to provide updates, align teams, and ensure customers are notified of schedules • Lead multi-party coordination, including internal teams and third-party facility vendors, for consultation, remote assistance, and onsite work; organize recurring project calls and stakeholder updates • Ensure accurate and timely completion, documentation, and close out of work orders and return material authorizations • Communicate directly with Equipment Specialists to align on order status, forecasts, and commitments as needed • Partner with the Financial Inventory Team to provide proper proof of delivery documentation for entered equipment orders • Verify revenue recognition details with Equipment Service Technicians and local management • Work in partnership with internal governance teams to maintain inventory integrity • Utilize reporting, analytics, and data trends to improve operational performance, technician productivity, and service quality • Lead, coach, and develop Equipment Technicians and other direct reports to achieve high performance and professional growth • Hold team members accountable for performance, customer experience, and adherence to processes and tools • Recognize and reward team members; provide ongoing feedback, coaching, and counseling to support performance and career development • Lead Equipment Technician hiring, onboarding, professional development planning, certification completion, and ongoing training • Collaborate with sales leadership to execute divisional business goals and strategic customer initiatives • Work closely with sales, operations, and field teams to align on shared objectives, service actions, and future revenue opportunities • Build strong internal and external partnerships to support successful project execution and customer outcomes • Attend industry meetings, customer meetings, and corporate meetings as required • Participates in special projects and performs other duties as required