Regional Service Manager

Viking Range, LLC; Fully; Vor Ort; CHF 90’000 - 120’000; Vollzeit

Zusammenfassung

A leading appliance service company is seeking an experienced Appliance Regional Service Manager to oversee service and repair operations. This role involves leading service technicians, ensuring high customer satisfaction, and managing regional budgets. The ideal candidate will have 5+ years of service management experience and strong leadership skills. This position offers opportunities for strategic planning and collaboration with various stakeholders.

Qualifikationen

• 5+ years of experience in service management, preferably in appliance repair or home services.
• Prior leadership experience is essential.

Aufgaben

• Recruit, supervise, train, and motivate Service Companies and technicians.
• Oversee scheduling, dispatching, and completion of appliance repair services.
• Ensure timely resolution of customer issues and high satisfaction ratings.
• Monitor KPIs such as response times and technician productivity.
• Manage parts inventory, tools, and equipment for service operations.
• Develop and manage regional budgets and control costs.
• Collaborate with manufacturers and suppliers to ensure quality compliance.
• Prepare and analyze reports on service metrics and operational performance.
• Develop and implement regional service strategies.

Kenntnisse

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

Ausbildung

Bachelor’s degree in business administration, management, or a related field

Jobbeschreibung

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.