Market Manager
Consumer & Customer Care
Full Time
Olympia, Wa
2019-06-02

This position is responsible for ensuring excellent consumer experience in after-sales, in-home-service. The Market Manager, Service Delivery will endeavor to support the EMA sales organization and provide after-sales technical support for consumers of Electrolux products. The Market Manager leads all service operations including customer relations, third party service provider pricing and P&L budgeting for the department. The Market Manager will ensure quality excellence in service delivery through third party service providers, to include prioritization of work orders and ensuring that all safety protocols are being followed. Analyzing business needs and building action plans to meet those needs as well as hiring, terminating, negotiating and performance managing service contractors within the assigned territory are the key responsibilities of this position.  The Market Manager will fill the role of being the primary professional representative of Electrolux to all external entities. While managing all service activity within the territory the Market Manager will seek out opportunities to minimize warranty expenses by planning and executing activities within the assigned region.

ESSENTIAL DUTIES AND RESPONSIBILITIES

  • Ensure service personnel capacity is in place to meet service demand and maximize service options
  • Provide assistance in resolving service provider incident and consumer service issues inside assigned region.
  • Create relationships and negotiate service call rates with new and existing service providers 
  • Recruit new service provider to develop and maintain a quality Authorized Electrolux Home Products service team
  • Review and monitor provider performance results 
  • Attend sales meetings within assigned region for interaction with sales managers
  • Audit service claims to ensure provider compliance
  • Control service provider cost and expense charges to minimize loss of Electrolux revenue
  • Create business plans and provide feedback to the service providers to improve quality of service and cost
  • Act as the Electrolux representative at industry and associate conventions and meetings 
  • Manage special projects such as product reworks and investigations
  • Maintain a dedication to providing exceptional customer service
  • Perform additional duties as assigned

Minimum Qualification

  • Bachelor’s degree in Business Management or equivalent years of experience
  • 7-10 years of experience in the appliance industry 
  • 3 years of Service Management Experience
  • Must be people-oriented with the ability to build business relationships
  • Exceptional customer service and organizational skills are required
  • Proficient computer skills including MS Office Suite, smartphones, and tablets

KNOWLEDGE, SKILLS & ABILITIES

  • Advanced knowledge of Microsoft Excel, Word and Power Point
  • Systems utilized: Lotus Notes, CRM, Service Power, IPL and various company web sites 
  • Experience in strategic planning 
  • Able to provide on-the-job training and convey technical knowledge 
  • Must have strong verbal, writing and presentation skills
  • Able to analyze, interpret data and translate information into an executable plan
  • Capable of setting priorities, meeting pre-determined deadlines and multi-tasking
  • Must be able to manage and measure performance of projects
  • Possess strong problem solving and critical thinking skills