Viking Range, LLC

• The Technical Support Supervisor leads a blended team of on-site and remote telephone support technicians for Composition Brands, overseeing consumer, dealer, and servicer-facing support for premium residential kitchen appliances. • This role ensures accurate diagnostics, high-end customer experience, and strong support for authorized service partners while driving continuous improvement across technical support operations. • Supervises and mentors a team of appliance technical support specialists handling inbound calls, emails, and escalations • Provides hands-on coaching in troubleshooting high-end refrigeration, cooking, and specialty appliances • Conducts performance reviews, quality monitoring, and ongoing technical training • Assists in hiring, onboarding, and cross-training team members • Identifies skill gaps and coordinates ongoing training for new and existing technicians • Acts as primary escalation point for complex or repeat appliance failures • Supports diagnosis of advanced systems including sealed systems, gas/electric cooking, and integrated refrigeration • Guides technicians and service partners through difficult repairs and uncommon failure scenarios • Interprets schematic diagrams, wiring diagrams, and service bulletins to resolve issues • Works closely with authorized service providers to ensure proper repair procedures and brand standards are met • Provides real-time technical assistance to field technicians • Partners with distributors, dealers, and internal teams to resolve service gaps • Manages service expectations for premium/luxury customers • Handles high-level customer escalations involving product performance, service delays, or repeat failures • Ensures white-glove level service consistent with Composition Brands expectations • Balances technical resolution with customer satisfaction and brand reputation • Evaluates support processes and implements improvements to enhance efficiency and customer satisfaction • Identifies recurring product issues and communicates trends to engineering, quality, and product teams • Contributes to service bulletins, troubleshooting documentation, and knowledge base updates • Supports rollout of new products with training and documentation • Recommends improvements to call flow, escalation handling, and service processes • Monitor KPIs such as call volume, first call resolution, escalation rates, and technician support efficiency • Manage team scheduling and coverage based on seasonal demand • Provide reporting and insights to leadership on support performance and product issues.

• Drive optimal product supply to satisfy consumer demand by forecasting product needs • Optimize inventory levels, working capital and overall supply chain • Lead daily routines and processes related to forecasting, kanban and inventory control • Drive continuous improvement and effective resource utilization in collaboration with Sales, Operations, Finance and Supply Chain teams • Monitor inventory levels, manage stock replenishment and implement strategies to maintain optimal inventory levels • Utilize and optimize demand planning processes, software tools and KPI’s to improve forecast accuracy and business performance • Partner with Sales, Operations, Sourcing, Product Development and Finance teams to incorporate sales plans, new product introduction and product lifecycles into forecasts. • Collaborate with Finance and Treasury to comply with company procedures and policies.

• Execute brand strategies for La Cornue, AGA, and John Michael Studio to strengthen market position and grow regional revenue. • Work with sales leadership to develop annual sales plans, forecasts, and pipeline reports tied to channel objectives. • Uphold luxury positioning in all dealer executions: presentation, in-store experience, displays, and service expectations. • Monitor brand experience consistency across channel partners, digital listings, and physical displays. • Travel in-market three weeks a month to ensure both DSM and dealers are fully trained on the brand, selling techniques, opportunities and elevating overall luxury portfolio within the market. • Deliver premium-level product training for sales associates, designers, and specifiers. • Drive regional sales performance against revenue targets, volume goals, and channel KPIs. • Build, manage, and grow business within retail, showroom, and trade channels (dealers, designers, builders, specifiers).

• 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.

• Act as long-term visionary to grow current account business and identify emerging opportunities • Identify and achieve channel sales targets • Own sales performance metrics to ensure success of business • Manage all dealer channels within territory • Collaborate with internal and external stakeholders • Engage with the Director of E-Commerce to elevate digital acumen • Work with Marketing to maximize opportunity for exposure and growth • Liaise with Brand Developers for adequate training • Evaluate market trends and communicate to sales leadership • Lead contract negotiations and onboarding of new customer partnerships • Conduct live trainings and product demos

• Promote multi-line luxury appliance brand through Builder Community. • Develop and execute strategic plans to achieve sales targets and expand our customer base. • Identify new business opportunities through lead generation and networking. • Build and maintain strong relationships with clients, understanding their needs and providing tailored solutions. • Conduct presentations and product demonstrations to prospective clients. • Stay updated on industry trends, market conditions, and competitor activities to inform sales strategies. • Participate in HBA, NARI, NKBA, and networking events to promote products and services. • Work closely with District Sales Manager to develop relationships with Dealer outside sales team to drive business. • Work with Architect and Design Community to be specified in large project work.