Regional Services Specialist II

Job Summary

The Regional Services Specialist II is a key strategic partner to regional and branch leadership, responsible for executing the service strategy. This role leads efforts to elevate service operations, drive alignment with corporate goals, and accelerate the growth and adoption of service offerings, including material management, prefab, manufacturing, kitting, and emerging services. The position champions a culture of service excellence by standardizing service delivery, optimizing processes, and guiding others to exceed performance expectations. This leader also plays a critical role in change management, innovation adoption, and cross-functional collaboration, ensuring a future-ready service organization.
 

Responsibilities

Essential functions

• Develops and models regional service strategies in partnership with leadership to achieve short- and long-term business objectives.
• Sets and monitors regional service KPIs, actively driving continuous improvement in service performance, customer satisfaction, and operational efficiency.
• Provides strategic oversight to branches on service delivery models, operational execution, and customer engagement best practices.
• Identifies regional trends, risks, and opportunities, and proactively recommends strategic actions to enhance service offerings and customer value.
• Partners with branch leadership to embed service excellence into daily operations, acting as a strategic advisor and thought leader.
• Leads the implementation of company-wide initiatives across the region, including new technologies, process innovations, and service programs.
• Coaches and mentors branch service teams and leaders, building service capability and readiness across all levels of the organization.
• Serves as a regional point of accountability for service quality, consistency, and innovation across all locations, especially those without dedicated service leadership.
• Drives the regional rollout of enterprise systems, tools, and processes related to service and sales operations.
• Leads cross-functional initiatives to integrate service functions with sales, operations, logistics, and support functions to improve customer experience.
• Pilots and refines new service programs or delivery models, ensuring readiness for scale and enterprise adoption.
• Champions a customer-first mindset and continuously evaluates customer feedback and market trends to evolve service strategies.

Non-essential functions

• Makes suggestions to department leadership in setting branch service goals and supporting branch achievement of those goals.
• Supports branches on projects requiring additional services expertise.
• Helps resolve customer service issues, credit, and payment challenges as requested.
• Supports specific regional initiatives as needed, including service program development, customer engagement initiatives, and sales process improvements.
• Performs other duties as assigned by supervisor or designate.

Qualifications

• Bachelor’s degree in business, engineering, operations, or a related field (required); MBA or advanced degree (preferred).
• 5+ years of progressive experience in service operations, business strategy, or customer-focused leadership roles.
• Strong understanding of industrial, utility, or electrical distribution services and products.
• Proven track record in leading cross-functional teams, driving process improvement, and implementing strategic initiatives.
• Must be able to read, write, and speak English.
• Proficiency in Microsoft Office (Excel, Word, PowerPoint, Access), SAP, and other relevant software.
   

Skills and Abilities

• Ability to connect branch-level realities with enterprise vision and translate strategy into action.
• Comfortable leading through influence across a matrixed environment and driving alignment without direct authority.
• Deep understanding of service operations, logistics, order management, and performance levers.
• Skilled in change management and leading the adoption of new systems, processes, and behaviors.
• Relentless focus on improving customer experience, value delivery, and satisfaction.
• Excellent verbal and written communication skills, with the ability to influence across all levels of the organization.

Physical Requirements

Frequency at which you would carry/lift in a typical day:
Occasionally 0 – 33% Frequently 34 – 66% Continuously: 67 – 100%

• Lift from Waist:
  • < than 10 lbs. - Not at all
  • 10 to 25 lbs. - Not at all
  • 26 to 50 lbs. - Not at all
  • 51 to 75 lbs. - Not at all
  • 75 to 100 lbs. - Not at all
  • 100+ lbs. - Not at all
• Lift from Floor:
  • < than 10 lbs. - Frequently
  • 10 to 25 lbs. - Frequently
  • 26 to 50 lbs. - Occasionally
  • 51 to 75 lbs. - Occasionally
  • 75 to 100 lbs. - Not at all
  • 100+ lbs. - Not at all
• Carried for Distance:
  • < than 10 lbs. - Not at all
  • 10 to 25 lbs. - Not at all
  • 26 to 50 lbs. - Not at all
  • 51 to 75 lbs. - Not at all
  • 75 to 100 lbs. - Not at all
  • 100+ lbs. - Not at all

Physical Activity

Frequency at which you would do the following in a typical day:

• Sitting (a continuous period of being seated) - Continuously
• Standing (for sustained periods of time) - Frequently
• Walking (moving about on foot to accomplish tasks) - Frequently
• Bending/stooping (downward and forward) - Occasionally
• Crawling (moving about on hands and knees or hands and feet) - Occasionally
• Climbing/Walking Stairs (ascending or descending) - Frequently
• Reaching (extending arms in any direction) - Frequently
• Crouching/squatting (bending the body downward and forward by bending leg and spine) - Occasionally
• Kneeling (bending legs at knee to come to rest on knee(s)) - Occasionally
• Balancing (maintaining body equilibrium to prevent falling) - Occasionally
• Repetitive motion (substantial movement (motions) or the wrists, hands, and/or fingers) - Continuously
• Pivoting (movement in any direction with one foot, keeping the other in contact with the floor) - Occasionally
• Pushing/Pulling (using upper extremities to press against or draw or tug) - Occasionally
• Grasping (Applying pressure to an object with the fingers and palm) - Continuously
• Fingering (picking, pinching, typing; working with primarily fingers and not whole hand) - Continuously
• Talking (expressing or exchanging ideas by means of the spoken word) - Continuously
• Driving (the control and operation of a motor vehicle) - Occasionally
• Desk work (work usually performed at a desk) - Continuously
• Use of a computer - Continuously
• Use of a telephone - Frequently
• Hearing (Perceiving the nature of sounds at normal speaking levels) - Continuously
• Exposure (to adverse weather & temperature conditions) - Occasionally
• Travel (travel needed to perform job duties) - Occasionally

Additional Information

This job description is a summary of the job duties and responsibilities and is not intended to cover all possible job duties and is subject to change at the employer’s discretion. Employees must be able to perform the essential job duties and satisfy job requirements either with or without a reasonable accommodation.