United States onlyOverview
Elevate the Speed Queen brand by building a nationally covered service network backed by superior technical training. Partner with the National Service Manager to foster a culture of service excellence that drives brand strength and sales growth. Collaborate with the Consumer Experience team to improve the consumer journey and lower warranty costs by prioritizing first-call resolutions with in-home servicers.
Responsibilities
- Manage the West Coast US Independent Service Region:
- Set and manage priorities in ServicePower based on KPIs and market conditions
- Monitor KPIs (e.g., Domo metrics, CSAT, ZIP coverage gaps) and drive onboarding to close service gaps
- Top-grade the provider network in overserved markets using coverage, call volume, and KPI performance
- Review, vet, and negotiate rates with potential service providers in the territory
- Participate in Quality meetings for Residential Products; escalate field concerns to the Quality Assurance Specialists for priority handling
- Support and resolve West Region servicer requests and follow-ups via Zendesk as needed
- Leverage AI to improve speed and quality while minimizing manual effort and errors
- Attend service events and trade shows; support planning, development, and implementation of products, merchandising initiatives, and training curriculum
- Help lead the Technical Service team by managing KPI tracking and driving continuous improvement
- Assist in coordinating and/or facilitating field and live-stream training events and curriculum as needed
Qualifications
Qualifications Education and Experience:
- Bachelor’s degree in a technical, engineering, or business-related field preferred
- Minimum 10 years of experience in appliance repair or installation networks
- Experience managing technical or customer service support teams strongly preferred
Skills and Abilities:
- Proven ability to manage direct reports and lead through influence in a dynamic environment
- Strong self-management of workload, deadlines, and priorities; proactive and resourceful
- Effective communicator with internal stakeholders at all levels and external partners
- Delivers timely, concise information to management and customers
- Detail-oriented with strong organizational skills
- Proficient in Microsoft Office; Salesforce and Zendesk experience preferred
Travel
- Domestic travel up to 25% annually, with occasional periods of higher intensity.
Alliance Team Members Demonstrate DRIVE:
- Dedicated: Follows through on commitments. Strong say/do
- Respectful: Acts with integrity and values diverse perspective
- Innovative: Always looking for a better way; leads change
- Versatile: Adapts quickly to changing circumstances. Demonstrates agility
- Engaged: Acts like an owner. Wants to create and grow a business which is tightly aligned with market needs
