Technical Service & Training Manager

California, Arizona (Phoenix), Texas (major metros), or Utah;
Oregon/Washington also considered

Full-time | Primarily remote/phone-based, with field travel

Bertazzoni is a sixth-generation, Italian family-owned appliance brand that has designed and manufactured premium kitchen appliances since 1882. In North America, Bertazzoni imports, distributes, and supports its products through a network of authorized dealers and service providers, and is actively growing its internal service capability.

This role owns technical service and training for Bertazzoni's authorized service network across the West territory, covering roughly half the country alongside a counterpart Technical Service and Training Manager based in the East. There are no direct reports: leadership here is indirect, built through influence, trust, and relationship management with independent service companies rather than formal authority. Time is split across four areas: technical support by phone/video (roughly 40-50%), field service (10-20%), service network management (about 20%), and training and installation support (about 10%).

A current Field Service or Technical Service Manager title is not required; a strong senior technician or technical trainer with the assertiveness and communication skills to lead without formal authority is also a strong fit.

• Staff Bertazzoni's inbound technical support line during business hours, fielding calls from authorized service providers across the West territory
• Diagnose appliance issues remotely using symptom descriptions, photos, and video calls with on-site technicians, resolving as many cases as possible without a site visit
• Identify correct parts and provide step-by-step repair guidance before escalating to an on-site visit
• Handle escalated customer service calls that require technical expertise, coordinating with Bertazzoni's customer care team and leadership as needed
• Maintain call logs and case notes in Bertazzoni's CRM system (Hub Spot)
• Perform on-site diagnosis and repair of Bertazzoni appliances (ranges, ovens, cooktops, refrigeration, dishwashers, ventilation) when remote resolution isn't sufficient
• Handle high-complexity repair cases that authorized service providers are unable to resolve independently
• Conduct customer education visits to help customers get the most from their Bertazzoni appliances
• Build relationships with, and provide hands-on training to, Bertazzoni's authorized service providers across the West territory
• Negotiate service call rates and influence independent servicers to follow Bertazzoni's process and quality standards
• Evaluate authorized service provider performance against quality, responsiveness, and repair-completion standards, and share structured feedback on recurring failure patterns and parts availability
• Recommend service network structure, staffing, and process improvements to BNA leadership, supporting the broader West territory service strategy
• Design and deliver structured training programs for the West servicer network, including written guides, video walkthroughs, and hands-on workshops
• Support major builder and developer project installations in the West, working alongside contracted installation teams on large multi-unit projects
• Available for occasional emergency product deliveries or parts runs to critical job sites

• 3+ years of hands-on field service or technical troubleshooting experience with major home appliances, or equivalent experience in an adjacent field such as HVAC, sealed systems, or commercial appliance repair
• Strong remote diagnosis skills, able to guide another technician to resolution over the phone or video
• Experience with gas and electric/induction…