Field Service Manager - West
Consumer & Customer Care
Full Time
Las Vegas, Nv
2018-02-26

This role is responsible for supporting Distributors, Dealers and Customers by providing technical, sales and installation support for all Electrolux Professional and Kelvinator Commercial equipment. This role will also develop, train and manage the regional Authorized Service Agent Network.

ESSENTIAL DUTIES AND RESPONSIBLITES

  • Identify, qualify, train, and manage the regional Authorized Service Agent Network to support Electrolux equipment
    - Ensure Authorized Service Agent availability throughout the region
    - Provide Operational and Technical Training for customers and Authorized Service Agents
    - Audit and assess Authorized Service Agent performance, operations and readiness
  • Perform regularly scheduled visits to Authorized Service Agents to build/maintain effective partnerships and provide best in class manufacturer support
  • Perform on-site troubleshooting of Electrolux equipment as required with feedback of identified issues to factories to enable continuous improvement
  • Participate in the development and implementation of Customer Care programs such as:
    - Technical Training
    - Preventative Maintenance
    - Extended Warranty
  • Assist with product installations and start-ups as required
  • Identify and execute upon Service Sales opportunities
  • Participate in Trade Shows as required
  • Assist with warranty claim review as required
  • Maintain excellent communications between the service network, customers and the corporate office
  • Adherence to all company policies and procedures; ensuring that all safety rules, regulations, and practices are followed
  • Maintain the company’s reputation through the exercise of sound, ethical business practices in all relations with employees, customers, suppliers, and the public
  • Actively participate on Technical Support Line
  • Perform other duties as assigned

Minimum Qualification

  • Bachelor’s degree preferred with two years of experience in a field service and/or product support position; or extensive technical service and service management experience
  • Knowledge of MS Office products specifically Word, Excel and Power Point are required
  • Licensing Requirements: Must hold a valid Driver’s License

KNOWLEDGE, SKILLS, AND ABILITIES

  • Ability to read and interpret documents such as exploded parts diagrams, schematics and wiring and piping diagrams.
  • Excellent written communication skills
  • Ability to speak effectively with customers or company employees
  • Proven ability to perform successful technical training
  • Ability to solve practical problems and deal with a variety of concrete variables in situations where only limited standardization exists.
    Ability to interpret a variety of instructions furnished in written, oral, diagram, or schedule form
  • Intense passion to satisfy the customer
  • Highly motivated and goal oriented
  • Strong organizational skills with attention to detail
  • Ability/availability to travel
  • Team player