Regional Service Manager
Viking Range, LLC
full-time
Posted on:
Location: 🇺🇸 United States
Visit company websiteJob Level
Mid-LevelSenior
Tech Stack
PMP
About the role
- Manage and coordinate appliance service and repair operations across a designated region.
- Lead a team of service technicians and Service Companies; recruit, supervise, train, and motivate technicians and support staff.
- Oversee scheduling, dispatching, and completion of appliance repair and maintenance services to meet SLAs and customer expectations.
- Ensure timely and effective resolution of customer issues and address escalated complaints to maintain high customer satisfaction.
- Monitor KPIs such as response times, repair completion rates, and technician productivity; implement strategies to improve efficiency and service quality.
- Manage parts inventory, tools, and equipment for service operations, ensuring availability and cost-effectiveness.
- Develop and manage regional budgets; control costs related to labor, parts, and operations while meeting financial targets.
- Collaborate with manufacturers, suppliers, and third-party service providers to ensure quality parts and warranty compliance.
- Prepare and analyze reports on service metrics, operational performance, and customer feedback to identify trends and areas for improvement.
- Develop and implement regional service strategies aligned with company goals, including expansion of services or adoption of new technologies.
- Oversee service center performance and collaborate with other departments to meet business objectives.
Requirements
- 5+ years of experience in service management, preferably in appliance repair, home services, or a related industry.
- Prior leadership experience.
- Bachelor’s degree in business administration, management, or a related field (preferred).
- Relevant technical certifications in appliance repair or management may be considered.
- 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 in appliance repair (e.g., EPA certification for refrigeration systems) or management (e.g., Six Sigma, PMP) are a plus.
- Valid driver’s license.
- Willingness to travel within the region.
- Flexibility to work extended hours as needed.