Territory Manager - West

What You Will Do

The Territory Manager is responsible for planning, coordinating, and overseeing installation and service operations across the assigned territory. This role combines tactical coordination of installation activities with leadership responsibilities, aligning execution with strategic top-down guidelines, ensuring operational effectiveness, customer satisfaction, and cost optimization. The role manages assigned field service technicians, installation specialists, and subcontractors while maintaining compliance with safety and licensing standards.

• Monitor team workload and optimize resource planning to meet SLA requirements. Escalate staffing needs within the territory to Regional Manager.
• Ensure completion of training, certifications, and licensing for assigned personnel.
• Coordinate installation schedules and subcontractor resources.
• Supervise inventory in vans within territory to support first‑time fix rates and meet expected turnaround and cost optimization targets.
• Drive alignment with company priorities through active coordination with Sales and Business Operations.
• Develop and mentor team members and subcontractors.
• Ensure compliance with safety standards and installation quality.
• Collect and report installation progress and performance metrics.
• Collaborate with other areas to identify and implement process improvements within the territory and in line with top‑down guidelines.
• Execute customer communications in line with strategic guidelines, through preferred channels (e.g., email, phone, customer portal), and address concerns in a timely manner to sustain high satisfaction levels.
• Report to Regional Field Operations Manager. Direct reports: 8‑12 Field Service Technicians and a qualified contractor base to meet company and customer KPIs.
• Approve overtime requests and installation cost overruns up to $500.
• Support and drive improvements and act as the first field escalation point within the territory.
• Oversee key operational KPIs in the assigned territory, including SLA attainment, installation performance, margin optimization, customer satisfaction (NPS), and cost control.
• Manage installation and service operations across a defined territory, typically covering 2‑3 US states or Canadian provinces, overseeing an average of ~600 installations / 3,000 services per year and generating ~$3.5M in annual revenue.
• Monitor scheduling activities to meet service commitments and resolve escalations promptly.
• Manage installation scope changes, risks, and issues for smaller installations; escalating larger ones to the assigned Project Manager when applicable.
• Ensure project completion and submission of all required deliverables.
• Oversee permitting and licensing processes and maintain regulatory compliance; manage required permits and licenses for incoming installations.
• Direct and support assigned field service technicians through administrative approvals and performance management.
• Coordinate site surveys and ensure timely submission of survey dates.
• Develop and maintain subcontractor relationships, assigning installation work while attending to cost, availability, and technical capability, and aligning with procurement guidelines.

• Bachelor’s degree in a technical or business‑related field preferred; proven experience also considered.
• 7‑10 years of field, construction, and management experience.
• Valid provincial/state licenses as required.

• Advanced computer skills, including MS Word, PowerPoint, Excel, and Smart Sheet.
• Strong understanding of construction trade costing models, NEC, and OSHA.
• Ability to manage complex projects and drive solutions.
• Analytics and problem‑solving capabilities.

• Proficiency in English (required).
• Desired competency in a second language, Spanish or French.
• Effective communication with diverse audience groups.
• Strong technical writing and presentation skills.

• Team building and morale development.
• Team leadership including conflict resolution and change management.
• Strategic agility and organizational planning.
• Mentoring and coaching team members.

Johnson…