Regional Service Manager, South Central Region

Overview

The Regional Service Manager is responsible for managing and coordinating multi-brand luxury appliance service and repair operations across a designated region. This role ensures high-quality customer service, efficient operations, and compliance with company standards and policies. This role is responsible for developing and managing the effectiveness of a group of independent, 3rd party service technicians and installers within their region, and collaborating with other departments to ensure delivery of best-in-class service experiences and meet overall business objectives.

• Team Leadership:
  Recruit, supervise, train, and motivate Service Companies and their technicians and support staff, ensuring high performance and adherence to customer satisfaction and quality standards.
• Service Operations:
  Oversee scheduling, dispatching, and completion of appliance repair and maintenance services to meet customer expectations and service level agreements (SLAs).
• Customer Satisfaction:
  Ensure timely and effective resolution of customer issues, maintaining high customer satisfaction ratings and addressing escalated complaints.
• Performance Management:
  Monitor key performance indicators (KPIs) such as response times, repair completion rates, and technician productivity. Implement strategies to improve efficiency and service quality.
• Inventory and Resource Management:
  Manage parts inventory, tools, and equipment for service operations, ensuring availability and cost-effectiveness.
• Budget Oversight:
  Develop and manage regional budgets, controlling costs related to labor, parts, and operations while meeting financial targets.
• Vendor and Partner Coordination:
  Collaborate with manufacturers, suppliers, and third-party service providers to ensure quality parts and warranty compliance.
• Reporting and Analysis:
  Prepare and analyze reports on service metrics, operational performance, and customer feedback to identify trends and areas for improvement.
• Strategic Planning:
  Develop and implement regional service strategies aligned with company goals, including expansion of services or adoption of new technologies.

• 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.