Job DescriptionReporting directly to the VP of Canada/Latin America, with a dotted-line relationship to the Director of North America Field Service Network, the Regional Service Manager is responsible for developing and managing the authorized service network across Latin America and the Caribbean, and for supporting Sales in both advancing new business and retaining existing accounts through exceptional customer support. The position provides technical troubleshooting support across the region, performs hands-on equipment service as needed, and also owns the region's spare parts strategy - improving fill rate, availability, and other key parts metrics. The ideal candidate is flexible, team-oriented, and willing and able to manage a varied range of responsibilities.
The ideal candidate for a Regional Service Manager would be able to do the following:- Develop and manage the authorized service provider network throughout Latin America and the Caribbean.
- Support Sales in advancing new business opportunities and sustaining existing accounts through exceptional customer support.
- Provide technical troubleshooting support to service providers, dealers, and end users regionwide.
- Serve as a responsive technical resource by phone when working from the home office, guiding customers and the service network to fast resolution.
- Perform in-field equipment service, evaluations, and startups as needed.
- Deliver technical training on Alto-Shaam products and support trade shows.
- Manage and resolve field service issues raised by end users, service agencies, dealers, and sales/service representatives.
- Additionally, own the regional spare parts strategy, improving fill rate, order-to-ship time, and other key parts metrics in developing markets.
- Comply with all quality, safety, and company policies and procedures.
- Remain flexible and team-oriented, taking on additional duties as needed to meet the varied demands of the region.
QualificationsFor a candidate to be successful as a Regional Service Manager they must have:- Fluent in both Spanish and English (required).
- Home office based in Latin America or the Caribbean preferred; U.S.-based, in-market locations (e.g., Miami) also acceptable.
- If based in-region, a valid U.S. visa is required for travel to Alto-Shaam headquarters.
- Willingness and ability to travel extensively, both within the region and to the U.S., is required.
- Experience in the commercial food service equipment industry strongly preferred.
- Strong technical and troubleshooting aptitude.
- Strong interpersonal skills, with a customer-first approach to support.
- Understanding of the parts business, with experience developing parts programs in developing regions.
- Genuine passion for customer success.
- Flexible, team-oriented, and willing and able to manage multiple, varied responsibilities.
Additional InformationFor more information about our benefits, job duties, and company values, go to
https://www.alto-shaam.com/en
