Regional Service Manager

Knoll Inc.; Zeeland (MI); On-site; USD 85,000 - 120,000; Full time

Job summary

MillerKnoll is seeking a Regional Service Manager to oversee product service, Day 2 service, and installation support for dealers in a defined region. You will lead cross-functional collaboration with sales, product management, quality, and engineering to resolve issues and improve service quality.

The role demands strong customer focus, the ability to manage complex cases, and hands-on training of service technicians and dealer installers.

Qualifications

• Bachelor’s Degree in business or related field or at least 5 years of experience in the furniture industry.
• 3-5 years of sales, customer or product support experience, sales experience an asset, or related field.
• Demonstrated experience using multiple communication channels, computer systems, tools, and programs simultaneously to complete work.

Responsibilities

• Serve as a single point of contact for the Product Services team to a group of dealers (typically assigned by region).
• Resolve large, complex, high visibility warranty issues by collaborating with multiple departments to identify root causes and design solutions.
• Provide guidance, correction, and materials to assist dealers in installation of product within the MillerKnoll family of brands.
• Define expectations for site visits and create clear outcomes and goals for the service team to ensure full resolution of complex customer situations.
• Lead beta site builds/installs, critical mockup installations, and serve as the installation expert for high-profile or new product installations.
• Articulate the financial impacts of decisions and path to resolution to multiple departments to ensure customer-focused and fiscally responsible outcomes.
• Lead cross-functional projects to continuously improve process, knowledge base, and performance of the Product Service team.
• Designs, plans, and delivers installation training to service technicians and dealer installers.
• Manage third party Service Technicians within a specified region to ensure service aligns with MillerKnoll standards.

Job description

## Regional Service ManagerApplylocations: MI - Zeelandtime type: Full timeposted on: Posted Todayjob requisition id: JR109440**Why join us?**Our purpose is design for the good of humankind. It’s the ideal we strive toward each day in everything we do. Being a part of MillerKnoll means being a part of something larger than your work team, or even your brand. We are redefining modern for the 21st century. And our success allows MillerKnoll to support causes that align with our values, so we can build a more sustainable, equitable, and beautiful future for everyone.**Regional Service Manager****General Purpose**Responsible for managing requests, inquiries, and problem solving related to product, Day 2 Service, and installation for dealers within an assigned region. Acts as a liaison between MillerKnoll Product and Field Services and dealers to create win-win outcomes for customers. Partners cross functionally with sales, product management, quality, and engineering teams to address product issues and answer installation questions. Provide leadership and direction to field services technicians.**Essential Functions*** Serve as a single point of contact for the Product Services team to a group of dealers (typically assigned by region)* Serve as the primary dealer point of contact in resolving large, complex, high visibility, warranty issues by collaborating with multiple departments (including Product Management, Quality, Manufacturing, and other areas of the organization) to identify root causes and design solutions for individual customers and to resolve product issues* Provide guidance, correction, and materials to assist dealers in installation of product within the MillerKnoll family of brands* Define expectations for site visits and work with Dealers and Field Services team members and create clear outcomes and goals for the service team to ensure full resolution of complex customer situations* Lead beta site builds/installs, critical mockup installations, and serve as the installation expert for high-profile or new product installations.* Articulate the financial impacts of decisions, issues, and path to resolution to multiple departments and influence change to ensure customer focused and fiscally responsible outcomes for customers and MillerKnoll* Lead cross functional projects to continuously improve process, internal knowledge base and performance of the Product Service team* Designs, plans, and delivers installation training to service technicians and dealer installers* Manages third party Service Technicians within a specified region to ensure service in alignment with MillerKnoll standards, driving customer satisfaction and consistent follow up with customer requests* Performs additional responsibilities as required**Education Experience*** Bachelor’s Degree in business or related field or at least 5 years of experience in the furniture industry, providing technical product support and Day 2 service to distribution partners in a B2B setting.* 3-5 years of sales, customer or product support experience, sales experience an asset, or related field.* Demonstrated experience using multiple communication channels, computer systems, tools, and programs simultaneously to complete work.**Skills and Abillities*** Can articulate customers’ business and expectations, anticipate comprehensive solution to customer needs, aligned to customer’s business results* Leverages a team approach to investigate options and alternatives to solutions, with progress updates to customers when unable to deliver a requested product or service and pursues solutions until the customer is satisfied* Seeks customer feedback and understanding of business needs to improve service delivery* Actively supports others stretching beyond their comfort level and trying new techniques that may enhance success* Models success behaviors, a high performance work ethic, and constant self-improvement* Understands cross functional interdependencies and reasoning behind key policies, practices, procedures and exceptions needed to achieve goals* Ability to provide direction when faced with ambiguity and approaches decisions rationally* Effectively manages cross-functional relationships, welcoming differing perspectives allowing for open discussion, focusing on shared objectives and data* Works with complex or sensitive cases requiring a sophisticated understanding of product detail and application or service of product which is applied to quickly achieve efficient and cost-effective solutions* Adapts to change, setbacks and dynamic situations, embraces new practices and alternative ways to accomplish goals and solve problems* Can articulate customers’ business and expectations, anticipate comprehensive solution to customer needs, aligned to customer’s business results* Leverages a team approach to investigate options and alternatives to solutions, with progress updates to customers when unable to deliver a requested product or service and pursues solutions until the customer is satisfied**Who We Hire?**Simply put, we hire qualified applicants representing a wide range of backgrounds and abilities. MillerKnoll is comprised of people of all abilities, gender identities and expressions, ages, ethnicities, sexual orientations, veterans from every branch of military service, and more. Here, you can bring your whole self to work. We’re committed to equal opportunity employment, including veterans and people with disabilities.This organization participates in E-Verify Employment Eligibility Verification. In general, MillerKnoll positions are closed within 45 days and are open for applications for a minimum of 5 days. We encourage our prospective candidates to submit their application(s) expediently so as not to miss out on our opportunities. We frequently post new opportunities and encourage prospective candidates to check back often for new postings.MillerKnoll complies with applicable disability laws and makes reasonable accommodations for applicants and employees with disabilities. If reasonable accommodation is needed to participate in the job application or interview process, to perform essential job functions, and/or to receive other benefits and privileges of employment, please contact MillerKnoll Talent Acquisition at careers\[e-mail] is a collective of design brands coming together to remake modern for the 21st century.### We've Improved Our Job Alert System!To make your job search even better, we've updated our internal job mapping system. As part of this change, any Job Alerts you've previously set up will no longer work. But don’t worry—it’s quick and easy to create new alerts! Just log in and set up your preferences again to stay updated on the latest job openings.We are aware that there are a number of scams targeting current job seekers. MillerKnoll will not ask you to provide money or any financial account information, such as bank account or routing numbers, as part of our application or job offer process. If you suspect a job application related scam involving MillerKnoll, or our collective of brands (Herman Miller, Knoll, KnollTextiles, Muuto, HAY, Geiger, Spinneybeck, Filzfelt, NaughtOne, Maharam, Design Within Reach, Maars Living Walls, Edelman Leather, Colebrook Bosson Saunders, Holly Hunt), please contact careers\[e-mail] to be part of a team that’s making a positive impact? From creating spaces that help people live and work better to lifting our local and global communities, MillerKnoll is working hard to make a difference. Join us as we design a more equitable, sustainable, and beautiful future together.