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Viking Range, LLC logo
Viking Range, LLC

Viking Range LLC, a part of The Middleby Corporation, is the leader in residential kitchen technology. Made in the USA.

Regional Service Manager

ManagerManagerOtherRemoteSeniorTeam 1,001-5,000H1B No SponsorCompany SiteLinkedIn

Location

United States

Posted

115 days ago

Salary

0

Seniority

Senior

Bachelor Degree5 yrs expEnglish

Job Description

Regional Service Manager

Viking Range, LLC

• 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.

Job Requirements

  • 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.

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