Overview
The 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.
Responsibilities
* Team 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.
Qualifications
* Education: 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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