Regional Service Manager
Viking Range, LLC
full-time
Posted on:
Location Type: Remote
Location: United States
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Tech Stack
About the role
- Responsible for managing and coordinating multi-brand luxury appliance service and repair operations across a designated region.
- Ensure high-quality customer service, efficient operations, and compliance with company standards and policies.
- Develop and manage the effectiveness of a group of independent, 3rd party service technicians and installers within their region.
- Collaborate with other departments to ensure delivery of best-in-class service experiences and meet overall business objectives.
- Recruit, supervise, train, and motivate Service Companies and their technicians and support staff, ensuring high performance and adherence to customer satisfaction and quality standards.
- Oversee scheduling, dispatching, and completion of appliance repair and maintenance services to meet customer expectations and service level agreements (SLAs).
- Ensure timely and effective resolution of customer issues, maintaining high customer satisfaction ratings and addressing escalated complaints.
- Monitor key performance indicators (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, controlling 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 the expansion of services or adoption of new technologies.
Requirements
- Bachelor’s degree in business administration, management, or a related field (preferred).
- Relevant technical certifications in appliance repair or management may be considered.
- 5+ years of experience in service management, preferably in appliance repair, home services, or a related industry.
- Prior leadership experience is essential.
- 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.
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills & Tools
appliance repairservice managementdata analysisbudget managementinventory managementperformance monitoringcustomer issue resolutionschedulingdispatchingquality assurance
Soft Skills
leadershipteam managementcommunicationcustomer serviceproblem-solvingmotivationcollaborationtrainingsupervisionstrategic planning
Certifications
Bachelor's degreeEPA certificationSix SigmaPMPappliance repair certificationmanagement certificationtechnical certifications in appliance repairleadership certificationservice management certificationquality management certification