Regional Service Manager

This is a fully remote position, open to applicants in New Hampshire.

📋 Description

• Oversee all service operations in the designated region to ensure exceptional, timely, and efficient service delivery.

• Develop and manage field service technicians as well as third-party service providers to uphold performance, quality, and safety standards.

• Track and enhance key performance indicators, including productivity, customer satisfaction, cycle time, and warranty costs.

• Ensure sufficient service capacity to meet demand through effective workforce planning and management of the provider network.

• Recruit, onboard, and maintain relationships with third-party service providers, including negotiating rates and supervising performance.

• Address complex customer and service provider issues, ensuring prompt and effective resolutions.

• Audit service claims and assess provider performance to guarantee adherence to company policies and standards.

• Formulate and implement regional action plans aimed at enhancing service quality, lowering costs, and improving the customer experience.

• Collaborate with Sales, Training, Routing, and Talent Acquisition teams to meet market demands and optimize workforce effectiveness.

• Oversee scheduling, routing, and daily operations to maximize technician productivity and service coverage.

• Represent Electrolux at customer, partner, and industry events within the region.

• Lead special initiatives such as product reworks, service investigations, and process enhancements.

⛳️ Requirements

• Bachelor's degree in Business, Operations, or a related field, or equivalent experience.

• 7–10 years of experience in appliance service or field service operations.

• 3+ years of experience in service management or leading field service teams.

• Experience in managing third-party service providers and contractor networks.

• Strong knowledge of service operations, including scheduling, routing, and performance management.

• Demonstrated ability to manage KPIs, foster operational improvements, and control costs.

• Excellent communication, relationship management, and problem-solving abilities.

• Proficient in Microsoft Office and mobile/service management tools.

🏝️ Benefits

• Medical, dental, vision, and life insurance.

• Competitive holiday and vacation time off program.

• Retirement Savings Plan (401(k)) with relevant company contributions.

• Discounted products.

• Employee Assistance Program (EAP) upon hire.

• Tuition reimbursement available after 12 months of service.