Market Manager

This position is responsible for ensuring excellent consumer experience in after-sales, in-home-service. The Regional Service Manager, Service Delivery will endeavor to support the EMA sales organization and provide after-sales technical support for consumers of Electrolux products. The Regional Service Manager leads all service operations including customer relations, third party service provider pricing and P&L budgeting for the assigned region. The Regional Service Manager will ensure quality excellence in service delivery through Electrolux Branded Service and third-party service providers, to include prioritization of work orders and ensuring that all safety protocols are followed. The Regional Service Manager will maintain work schedules, performance metrics and profitability of the field service technicians of the assigned region. The Regional Service Manager will provide leadership and instruction to the assigned region. Analyzing business needs and building action plans to meet those needs as well as hiring, terminating, negotiating and performance managing service contractors within the assigned region are key responsibilities of this position.The Regional Service Manager will fill the role of being the primary professional representative of Electrolux to all external entities. While managing all service activity within the region the Regional Service Manager will seek out opportunities to minimize warranty expenses by planning and executing activities within the assigned region.

POSITION REQUIREMENTS:

• Bachelor's degree in Business Management or equivalent years of experience
• 7-10 years of experience in the appliance industry
• 3 years of Service Management Experience
• Must be people-oriented with the ability to build business relationships
• Exceptional customer service and organizational skills are required
• Proficient computer skills including MS Office Suite, smartphones, and tablets

KNOWLEDGE, SKILLS & ABILITIES

• Ensure service personnel capacity is in place to meet service demand and maximize service options
• Assist in resolving service provider incident and consumer service issues inside assigned region.
• Create relationships and negotiate service call rates with new and existing service providers
• Recruit new service provider to develop and maintain a quality Authorized Electrolux Home Products service team
• Review and monitor provider performance results
• Attend sales meetings within assigned region for interaction with sales managers
• Audit service claims to ensure provider compliance
• Control service provider cost and expense charges to minimize loss of Electrolux revenue
• Create business plans and provide feedback to the service providers to improve quality of service and cost
• Act as the Electrolux representative at industry and associate conventions and meetings
• Manage special projects such as product reworks and investigations
• Maintain a dedication to providing exceptional customer service
• Work with routing team to monitor and improve the daily routes of field service technicians.
• Maintain or exceed productivity KPI's of the assigned region. Utilizing weekly metric batch report and market dashboard.
• Actively engage with technicians. Provide performance feedback regularly following the formal performance management process. Provide constant feedback and communication with workgroup.
• Partner with Training department to facilitate technical training necessary for technicians to be successful.
• Be actively engaged with your team by being available and in contact frequently.
• Work with LK Specialist to ensure service capacity meets or exceeds demand.
• Primary representative of Electrolux Service for the assigned region
• Provide leadership for technicians within territory. Actively partner with Talent Acquisition to recruit technicians. Engage with new hires to provide a best in class onboarding experience ensuring all tools necessary to perform the role have been received in a timely manner.
• Provide reports to leadership regarding activities of the field service to address any issues that may arise. Provide problem solving support for your team; ensuring all employees are set up for success.
• Perform additional duties as assigned
  

The employee is occasionally required to stand and assist field service technicians. The employee must occasionally lift, push or pull objects up to 100 pounds. Specific vision abilities required by this job include close vision, and ability to adjust focus. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions of the job.

This position works remotely from home. The noise level in the work environment should be moderate. Travel within and outside of assigned region is required for this position. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions of the job.

This position requires external communication with consumers/customers and service providers within assigned region. This position requires internal communication with service technicians, call center agents, dispatch agents and management to ensure quality service level performance for Electrolux consumers

REQUIRED LANGUAGES:

• English

COMPANY DESCRIPTION

About Electrolux

Electrolux shapes living for the better by reinventing taste, care and wellbeing experiences, making life more enjoyable and sustainable for millions of people. As a leading global appliance company, we place the consumer at the heart of everything we do. Through our brands, including Electrolux, AEG, Anova, Frigidaire, Westinghouse and Zanussi, we sell more than 60 million household and professional products in more than 150 markets every year. For more information go to www.electroluxgroup.com.