Regional Service Manager

About the role

The Regional Service Manager is responsible for delivering a high-quality after-sales service experience across an assigned region. This role leads field service operations, manages third-party service providers, and ensures strong customer satisfaction, operational efficiency, and cost performance.

Key Responsibilities

• Lead all service operations within the assigned region, ensuring high-quality, timely, and efficient service delivery
• Manage and develop field service technicians and third-party service providers to meet performance, quality, and safety standards
• Monitor and drive key performance metrics, including productivity, customer satisfaction, cycle time, and warranty cost
• Adequate service capacity to meet demand through workforce planning and provider network management
• Recruit, onboard, and manage relationships with third-party service providers, including rate negotiation and performance oversight
• Resolve complex customer and service provider issues, ensuring timely and effective resolution
• Audit service claims and provider performance to ensure compliance with company policies and standards
• Develop and execute regional action plans to improve service quality, reduce costs, and enhance customer experience
• Partner with Sales, Training, Routing, and Talent Acquisition teams to support market needs and workforce effectiveness
• Oversee scheduling, routing, and daily operations to optimize technician productivity and service coverage
• Represent Electrolux at customer, partner, and industry engagements within the region
• Lead special projects such as product reworks, service investigations, and process improvements

Minimum Qualifications

• Bachelor’s degree in Business, Operations, or related field, or equivalent experience
• 7–10 years of experience in appliance service or field service operations
• 3+ years of experience in service management or leading field service teams
• Experience managing third-party service providers and contractor networks
• Strong understanding of service operations, including scheduling, routing, and performance management
• Proven ability to manage KPIs, drive operational improvements, and control costs
• Strong communication, relationship management, and problem-solving skills
• Proficiency with Microsoft Office and mobile/service management tools

Benefits

• Medical, dental, vision and life insurance
• Competitive holiday and vacation time off program
• Retail Savings Plan (401(k)) with relevant company contribution
• Discounted products and an EAP upon hire
• Tuition reimbursement after 12 months of service