Description

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.

• 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 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

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