Regional Service Manager

Title: Regional Service Manager

Location: US-RNH-001|US-CLT-001

time type

Full time

job requisition id

JR78351

Job Description:

Consumer Care/Customer Care

Permanent

Job Description

Join us to create change and have an impact in homes around the world.

At Electrolux Group, a leading global appliance company, we strive every day to shape living for the better for our consumers, our people and our planet. We share ideas and collaborate so that together, we can develop solutions that deliver enjoyable and sustainable living.

Come, join us as you are. We believe diverse perspectives make us stronger and more innovative. In our global community of people from 100+ countries, we listen to each other, actively contribute and grow together.

Join us in our exciting quest to build the future home!

Where you’ll be:

This position will be based at our Corporate Headquarters located in Charlotte, NC.

About the Role:

The Regional Service Manager is responsible for delivering a high‑quality after‑sales, in‑home service experience across an assigned region. This role leads field service operations, manages third‑party service providers, and ensures strong performance across customer satisfaction, productivity, and cost. Acting as the primary representative of Electrolux Service in the region, the manager drives service strategy execution, optimizes technician and provider performance, and ensures efficient, compliant, and cost‑effective service delivery. Success in this role requires strong operational leadership, relationship management, and the ability to drive continuous improvement in a fast‑paced environment.

Key Responsibilities:

• Lead all service operations within the assigned region, ensuring high‑quality, timely, and efficient service delivery

• Manage field technicians and third‑party service providers, including performance, capacity, and cost control

• Monitor and drive key performance indicators including productivity, customer satisfaction, cycle time, and warranty cost

• Ensure adequate service capacity through workforce planning, provider network management, and routing optimization

• Recruit, onboard, and manage service providers, including rate negotiation and performance oversight

• Resolve complex customer and service issues, ensuring appropriate escalation and timely resolution

• Audit service claims and provider performance to ensure compliance with company policies and standards

• Develop and execute regional action plans to improve service quality, operational efficiency, and cost performance

• Partner with Sales, Training, Routing, and Talent Acquisition teams to support business needs and technician readiness

• Act as the primary Electrolux representative for the region with customers, partners, and industry stakeholders

• Lead special projects including product reworks, investigations, and continuous improvement initiatives

• Provide regular reporting on service performance, risks, and improvement actions to leadership

Minimum Qualifications:

• Bachelor’s degree in Business, Operations, or related field, or equivalent experience

• 7–10 years of experience in appliance service or field service operations

• 3+ years of experience leading service teams or managing field service operations

• Experience managing third‑party service providers and contractor networks

• Strong understanding of scheduling, routing, and service delivery operations

• Proven ability to manage KPIs, control costs, and drive operational improvements

• Strong communication, problem‑solving, and relationship management skills

• Proficiency with Microsoft Office and mobile/service management tools

Benefits include:

• Flexible work hours/hybrid work environment

• Medical, dental, vision and life insurance

• Competitive holiday and vacation time off program

• Retirement Savings Plan (401(k)) with relevant company contribution.

• Discounted products and an EAP upon hire and tuition reimbursement after 12 months of service

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