Regional Manager for Field Solution Operations

Join Hilti as a Regional Manager, Field Customer Success and turn strategy into impact. You'll lead a high-performing team to deliver exceptional implementation and lifecycle management for our most strategic ON!Track and Fleet Management customers. Your leadership will shape critical care, proactive growth, and renewals for big and jumbo fleet accounts-ensuring consistency, professionalism, and innovation across multiple states. By coaching and developing Field Customer Success Managers, you'll set the standard for excellence and advance Hilti's Lead 2030 vision-because stronger partnerships mean smarter solutions for every client.

• Coordinate efforts of an entire team of Account Managers, Regional Managers, Division Managers, and Marketing team members to ensure best practices during implementation and facilitate change management in key accounts
• Coordinate and execute Field Solution Operations Market Organization meetings, Software update meetings, review and improve sessions, performance reviews, and development discussions both within the region of responsibility and with the Senior Manager, Field Solution Operations
• As part of Lead 2030 train and support Field Customer Success Managers to create Lifecycle Management(LMC) pipelines to be reviewed with Account Managers/Regional Managers for critical care for recently implemented ON!Track accounts, Proactive ON!Track care for existing accounts, existing ON!Track account growth, Proactive care for big & jumbo fleet accounts, Big & jumbo fleet account growth, and Big & jumbo fleet account renewals
• Coach, guide, support, and delegate day-to-day tasks to the Field Customer Success Managers (CSMs) across the entire Market Organization (MO)
• Through the Solutions Operations leadership team, set specific and measurable priorities that empower the team of Field Customer Success Managers to achieve their business and personal development targets in alignment with the corporate strategy
• Manage Development (My Development) & Performance Management (My Contribution) of responsible Field CSMs in their MO
• Evaluate ROI of creative options to make financially sound decisions for the execution of big & Jumbo fleet and ON!Track implementations
• Responsible for all hiring, onboarding, training, and terminations when needed of all Field CSMs in MO
• Act definitively with consequent behavior and action towards demonstrated patterns of poor or subpar performance including disciplinary action up to and including termination through consistent documentation and discussion
• Model and coach behaviours through time spent virtually and in the field with each team member
• Live and coach Hilti's purpose and values through clear and positive communication to inspire Field CSMs to lead and embrace change in an everchanging software landscape
• Solely responsible for managing products provided to customers by ensuring coordinated tagging is completed at required customer locations
• Coordinate care for multiple state implementations to ensure customers are receiving same level of product and support across multiple MSAs
• Maintain communication and relationship with Solution customer base to ensure positive implementation practices and coordinated care for VIP customers
• Visit construction job sites and offices to train Field CSMs in the use of and challenges in device management, change management, communication across stakeholders, training of customers, documentation, and tagging best practices
• Review, assess, and provide input towards additional revenue opportunities through territory realignments, headcount allocation, and underpenetrated high-potential accounts
• Train new Field CSMs and assist with their launch readiness in their MSA
• Additional duties as assigned

• Bachelor's Degree or equivalent work experience, Required
• Minimum five (5) years' experience in Sales, Customer Service, Logistics, Operations, Construction Management, or related technical field, required
• With a minimum of two (2) of those years ON!Track Account Specialist and care experience, Preferred
• Competency in Microsoft Office programs: Excel, PowerPoint, Outlook, and Word
• Competency in the use of SalesForce.com
• Understanding and prior experience coaching team members on how to use MS programs and systems to manage, analyze, and develop pipelines to effectively execute Lead 2030 LCM activities to maintain and grow sales
• Demonstrated understanding of partitioning a territory by customer quantity and team member capacity, creating/owning daily schedules, and using productivity tools (example: Salesforce.com)
• Ability to make key decisions regarding change management and adjust each plan to the individual needs
• Understanding and previous experience coaching how to partner with Account Managers and Regional Managers to create an LCM pipeline of Solutions accounts within a territory; demonstrated ability to analyze and identify which customers to target, what criteria to use to select customers, and create business plans to identify customers' potential and what Solutions gaps exist in customers' current Solutions portfolio
• Training experience, preferred
• Strong presentation, communication, and interpersonal skills required
• Ability to work in a cross-functional team environment including marketing, sales, and corporate teams
• Understanding of how to get things done in a matrix organization; demonstrated ability to work with all departments (logistics, credit, marketing, technical services, and customer service)
• Demonstrated expertise in managing and maintaining company assets, such as van inventory, company-provided vehicles, laptops, smartphones, etc.
• Demonstrated analytical, problem-solving, organizational, and interpersonal skills, required
• Strong knowledge of SAP and Microsoft Office applications
• High level of entrepreneurship and presentation skills

You'll join a top-ranked workplace with competitive compensation, bonus potential, and a comprehensive benefits package. We offer paid time off, paid family leave, educational reimbursement, 401(k) matching, and medical/dental/vision coverage. You'll also have two paid days annually to give back to your local community.

Hilti is a global leader in construction innovation, with more than 34,000 team members across 120 countries. Guided by our purpose, Making Construction Better, we're driven to keep learning, growing, and finding new ways to make a lasting impact. Here, you'll be empowered to use your strengths, work with a global and inclusive team, and take on meaningful challenges. At Hilti, you'll have the chance to make your ideas, achievements, and growth real through purpose, passion, and teamwork.

At Hilti, inclusion is a key focus in how we work, lead, and grow together. We are committed to embracing diversity of thought and creating an environment that is inclusive of everyone, everywhere. We continuously strive to ensure every voice is valued and every team member feels empowered to contribute. By building on this foundation, we strengthen our teams, our innovation, and our impact, making construction better together.

Hilti, Inc is committed to employing a diverse workforce. Qualified applicants will receive consideration without regard to race, color, religion, sex, national origin, age, sexual orientation, gender identity, gender expression, veteran status, or disability.