Regional Appliance Service Manager – Baltimore, MD Area

Overview:

Reporting to the Technical Operations Manager, the Regional Service Manager will develop a high-quality service network within the assigned territory to support customers on all after sales issues and concerns. Help customers (retailers, builders, & end users) with any issue or perceived issue such as Installation, Operation, Quality, Service, and Parts. Will work closely with retailers and service providers when a service repair or exchange is needed. Will manage service providers completing warranty repairs to ensure repairs are completed properly and submitted for payment. Will be responsible for recruiting and growing the service provider network in the given territory and work closely with your sales department for strategizing geographical needs for service coverage.

 

Duties and Responsibilities:

  • Recruit and maintain a network of service centers authorized in repairing Beko/Blomberg products, including training and develop the service companies to provide a premium service to our customers
  • Effectively negotiate contracts with Service providers, working closely with related departments for a win-win service relationship
  • Manage and review warranty submissions for approval of payment
  • Handle product return requests by reviewing each request independently to determine if a unit should be repaired or replaced
  • Provide technical support by phone and email to technicians as needed to assist with Product or Parts related inquiries
  • Monthly reporting requirements: Activity Report, Technical Quality Report, Expense and Mileage Report.
  • Escalations: will assist with escalated cases when received from our call center. These may include complaints from a customer within your designated territory.
  • You may be required to run a service call within your territory when no service is available or if no other solution is possible.
  • As in any position your responsibilities and duties may vary from time to time as determined by your Manager.    

 

Attributes:

  • Analytical Competence, Problem Solving, Result Orientation, Time Management required
  • Being able to multi-task and work under tight deadlines is important
  • Ability to build/maintain effective relationships in a team-oriented, high demand environment is a necessity  
  • Ability to resolve conflict in a constructive manner and work around obstacles to ensure success.
  • Ability to work in a matrixed environment; this role is one of influencing and partnering with internal and external stakeholders.

 

Qualifications:

  • High school diploma is a must. Bachelor’s degree preferred.
  • Minimum 5yrs. of Technical Appliance Service background and/or Vocational degrees for technical / refrigeration training and certification preferred.
  • Comprehensive presentation and teaching skills to deliver superior product training utilizing PowerPoint presentations and hands on instruction
  • Decision making, problem solving skills, ability to drive communication within a team environment.
  • Strong partnering/relationship building skills, with exceptional follow through.
  • Submit Monthly Activity, Quality Reports, Expense reports, Mileage reports
  • Working knowledge of Microsoft Office to include Outlook, Excel, and Word.
  • Valid Driver’s License to accommodate 40% Travel, mainly domestic possible international.
  • This can be a fully remote position so must be able to manage working from home or an off-site location and be able to structure the workday, manage time effectively, and work efficiently with minimal supervision.
  • Qualified applicants must be a U.S. Citizen or Legal Permanent Resident card holder.  Sponsorship is not available for this role.