OverviewThe Appliance Regional Service Manager is responsible for managing and coordinating appliance service and repair operations across a designated region. This role ensures high-quality customer service, efficient operations, and compliance with company standards and policies. The manager leads a team of service technicians, oversees service center performance, and collaborates with other departments to meet business objectives.ResponsibilitiesTeam Leadership: Recruit, supervise, train, and motivate Service Companies and their technicians and support staff, ensuring high performance and adherence to customer satisfaction and quality standards.Service Operations: Oversee scheduling, dispatching, and completion of appliance repair and maintenance services to meet customer expectations and service level agreements (SLAs).Customer Satisfaction: Ensure timely and effective resolution of customer issues, maintaining high customer satisfaction ratings and addressing escalated complaints.Performance Management: Monitor key performance indicators (KPIs) such as response times, repair completion rates, and technician productivity. Implement strategies to improve efficiency and service quality.Inventory and Resource Management: Manage parts inventory, tools, and equipment for service operations, ensuring availability and cost-effectiveness.Budget Oversight: Develop and manage regional budgets, controlling costs related to labor, parts, and operations while meeting financial targets.Vendor and Partner Coordination: Collaborate with manufacturers, suppliers, and third-party service providers to ensure quality parts and warranty compliance.Reporting and Analysis: Prepare and analyze reports on service metrics, operational performance, and customer feedback to identify trends and areas for improvement.Strategic Planning: Develop and implement regional service strategies aligned with company goals, including expansion of services or adoption of new technologies.QualificationsEducation: Bachelor’s degree in business administration, management, or a related field (preferred). Relevant technical certifications in appliance repair or management may be considered.Experience: 5+ years of experience in service management, preferably in appliance repair, home services, or a related industry. Prior leadership experience is essential.Skills:Strong leadership and team management abilities.Excellent communication and customer service skills.Proficiency in analyzing data and using service management software.Knowledge of appliance repair processes, parts, and industry standards.Ability to manage budgets and control operational costs.Certifications: Certifications in appliance repair (e.g., EPA certification for refrigeration systems) or management (e.g., Six Sigma, PMP) are a plus.Other Requirements: Valid driver’s license, willingness to travel within the region, and flexibility to work extended hours as needed.
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