Job Overview
The Regional Service Manager role is pivotal in delivering exceptional customer service, efficient operations, and adherence to company standards and policies.
Key Responsibilities:
* Team Leadership: Recruit, supervise, train, and motivate technicians and support staff to achieve high performance and meet customer satisfaction and quality expectations.
* Service Operations: Oversee scheduling, dispatching, and completion of appliance repair and maintenance services to meet customer needs and service level agreements.
* 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 such as response times, repair completion rates, and technician productivity, implementing 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.
* Strategic Planning: Develop and implement regional service strategies aligned with company goals, including expansion of services or adoption of new technologies.
Qualifications and Requirements:
* Education: Bachelor's degree in business administration, management, or a related field (preferred). Relevant technical certifications 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:
o Strong leadership and team management abilities.
o Excellent communication and customer service skills.
o Proficiency in analyzing data and using service management software.