Regional Service Manager: Field Installations & Support

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

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.