Field Service Manager

Overview:

Elevate the Speed Queen brand by building a nationally covered service network backed by superior technical training. Partner with the National Service Manager to foster a culture of service excellence that drives brand strength and sales growth. Collaborate with the Consumer Experience team to improve the consumer journey and lower warranty costs by prioritizing first-call resolutions with in-home servicers.

Responsibilities:

• Manage the West Coast US Independent Service Region:
  
  • Set and manage priorities in ServicePower based on KPIs and market conditions
  • Monitor KPIs (e.g., Domo metrics, CSAT, ZIP coverage gaps) and drive onboarding to close service gaps
  • Top-grade the provider network in overserved markets using coverage, call volume, and KPI performance
  • Review, vet, and negotiate rates with potential service providers in the territory
• Participate in Quality meetings for Residential Products; escalate field concerns to the Quality Assurance Specialists for priority handling
• Support and resolve West Region servicer requests and follow-ups via Zendesk as needed
• Leverage AI to improve speed and quality while minimizing manual effort and errors
• Attend service events and trade shows; support planning, development, and implementation of products, merchandising initiatives, and training curriculum
• Help lead the Technical Service team by managing KPI tracking and driving continuous improvement
• Assist in coordinating and/or facilitating field and live-stream training events and curriculum as needed

Qualifications:

Qualifications Education and Experience:

• Bachelor’s degree in a technical, engineering, or business-related field preferred
• Minimum 10 years of experience in appliance repair or installation networks
  
  • Experience managing technical or customer service support teams strongly preferred

Skills and Abilities:

• Proven ability to manage direct reports and lead through influence in a dynamic environment
• Strong self-management of workload, deadlines, and priorities; proactive and resourceful
• Effective communicator with internal stakeholders at all levels and external partners
• Delivers timely, concise information to management and customers
• Detail-oriented with strong organizational skills
• Proficient in Microsoft Office; Salesforce and Zendesk experience preferred

Travel

• Domestic travel up to 25% annually, with occasional periods of higher intensity.

Alliance Team Members Demonstrate DRIVE:  

• Dedicated: Follows through on commitments. Strong say/do
• Respectful: Acts with integrity and values diverse perspective
• Innovative: Always looking for a better way; leads change
• Versatile: Adapts quickly to changing circumstances. Demonstrates agility
• Engaged: Acts like an owner. Wants to create and grow a business which is tightly aligned with market needs

EEO: We are an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability status, protected veteran status, or any other characteristic protected by law. ID: 2026-11511 Pos. Type: Full-Time