Regional Service Manager - North Central

The Role

​Fisher & Paykel is on a mission to be the world’s #1 premium appliance brand. A key component in achieving that is the delivery of a premium customer experience. All employees, irrespective of title, take pride in delivering an effortless, premium service experience with every customer interaction, with a focus on ensuring queries are carefully, effectively, and efficiently resolved in a timely manner.

You Will:

As a Regional Service Manager in the north central region, primary responsibilities of the role will be to develop, train, and maintain a network of service centers authorized in repairing our products. To grow and manage our national service support network, train ASC and installers across the region to deliver premium services to all customers and consumers.

Additionally, you will provide regular support and technical product and/or install trainings to factory service techs, service agencies and dealers, assist with managing warranty costs, negotiate contracts, assist with customer care issues as needed, provide service in remote areas if no other service source can be obtained and refurbishment of returned / warehouse damaged products. This position is crucial to achieving the highest level of customer satisfaction by performing duties in accordance with current company practices, policies, and procedures. The Regional Service manager will manage accounts in the north central region and must reside in their region. This position requires proximity to a major airport for efficient travel within the territory. Territories include, IA, IL, IN, MI, MN, MO, OH, and WI. Territory may change based on business needs.

• Collaborate with the National Service Manager to plan and deliver customer experience service strategies aligned with global imperatives and growth aspirations.
• Search for, establish, and manage new services as needed to expand coverage and support in the designated region. Negotiate ASC rates to ensure cost-effectiveness and profitability.
• Provide technical support, assistance, and perform rework as required to ensure quality service for authorized servicers in the region.
• Develop, implement, and update training programs for servicers to maintain expertise and improve service delivery standards.
• Assist and visit dealers, DM's, servicers, and consumers to solve problems and provide technical and product information.

You Have:

• Strong background in major appliance service or similar trade, with certification in refrigeration, sealed system and gas appliance repair desired.
• Experience in administration or managing service operations, with at least 3 years' experience managing regional service, account management, or technicians' training management preferred.
• Strong technical capabilities in the appliance repair industry and experience leveraging technology to improve customer experience.
• Excellent communication skills with the ability to establish credibility and trust with authorized service centers and sales teams, building influential relationships with internal partners.
• Results-oriented with a strong track record of meeting and/or exceeding goals.
• Minimum of 5 years experience in major appliance service or related field.
• Able to travel monthly (50-75% Travel). 
• Associates degree, diploma from an accredited university or equivalent experience preferred
• Valid driver’s license. 

Fisher & Paykel is an Equal Opportunity Employer.  Employment decisions are made without regard to race, color, religion, national or ethnic origin, sex, sexual orientation, gender identity or expression, age, disability, or other characteristics protected by law.