Job Description
Join Electrolux Professional Group as:
Field Service Manager
United States, Remote
ABOUT THE JOB
This role is responsible for ensuring organization strategic initiatives are implemented via leadership and direction to the Field Service Team, Authorized Service Agents, Reps, Distributors, Dealers and Customers to create a positive user experience is paramount. The basic function of the Field Service Manager is to oversee the technical support for our partners by providing the necessary factory level support, planning, and training to ensure that all service activities are performed in a way that will build the reputation of the company and maintain the highest level of customer satisfaction. It is the responsibility of the Field Service Manager to see that the end user is completely satisfied with the operation of the Electrolux Professional equipment purchase. Additionally, the Field Service Manager cultivates, maintains, and continuously improves the relationships and capabilities of our authorized service agent network.
ABOUT YOUR TASKS

• Actively identify gaps in our Service organization processes, and work with internal/external resources to create and implement solutions
• Participate in the development and implementation of effective and efficient service programs, in coordination with the Director of Technical Service, Technical Service Managers, Techinicians, and other related departments.
• Adherence to all company policies and procedures; ensuring that all safety rules, regulations, and practices are followed
• Establishing good relations with customers who contact Electrolux Professional by providing timely and accurate responses
• Oversight for the technical aspects of service activity by Electrolux Professional to achieve the lowest possible labor costs without jeopardizing the quality of work and the service provided to the customer
• Ensure all safety and quality related equipment programs are completed in a timely manner.
• Assist with warranty claim reviews as required
• Develop and implement an effective, on-going skills development and equipment training program consisting of Documentation, virtual, and in person presentations
• Maintaining excellent communications between the customers both internal and external. This may include visiting job sites and performing technical activities as required to maintain internal and external relations
• Maintain the company's reputation through sound ethical business practices in all relations with employees, customers, suppliers, and the public at large
• Periodically conduct audits on Service Partners, evaluate the partners according to company policy and ensure there is adequate parts inventory, technical ability, and proper representation of the Electrolux Professional brand
• Assist with product installations, start-ups and perform on-site troubleshooting of Electrolux Professional equipment as required providing feedback to Quality to enable continuous improvement initiatives
• Exhibit a professional but pleasant attitude with internal and external customers
• Keep up to date with service literature and bulletins, distributing to Service partners as necessary
• Other duties as assigned by manager

ABOUT YOU

• Technical background with commercial kitchen equipment (Electrolux Professional and Unified Brands equipment preferred)
• Four years of Customer Service, Field Service, and Management experience
• Required languages; English; Spanish and/or Portuguese a plus
• High level of PC Skills to include MS Office (Outlook, SharePoint, PowerPoint, Word and Excel, Teams, are required and used daily)
• Ability to read and interpret documents such as exploded parts diagrams or views, plumbing diagrams, wiring diagrams and electrical schematics, operating and maintenance instructions and procedure manuals
• Ability to write routine correspondence and to speak effectively with customers or company employees
• Ability to calculate figures and amounts such as mechanical and electrical formulas
• 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
• Ability/availability to travel frequently and able to work in a fast-paced environmen
• Strong organizational skills with attention to detail, Team Player

ABOUT OUR BENEFITS

• Fair compensation and benefits package in line with the market
• Flexible hybrid workplace that includes remote and in-office roles
• Room to express your potential, develop, and strengthen your compentences
• Continuous learning opportunities
• Diversified, multi-cultural environment

The company has four Guiding Principles to guide the behaviors and culture, that will allow us to deliver on our strategy:

• Be Customer Obsessed - you are focused on delivering value to the customers, both internal and external
• Build Trust - you are accountable and deliver on your commitments. You welcome healthy debates and honest conversations. You are honest - especially about your mistakes and learn from your setbacks. You collaborate and enable others to deliver.
• Be Bold - You take action to deliver better outcomes. You seek diversity and inclusion by actively pursuing diverse perspectives and creating an inclusive environment. You bring new ideas to the table and take risks with confidence, supporting courageous decision-making that inspires progress and growth.
• Act Sustainably - You consider the growth and development of our people to be as important as preserving our environment and take decisions that reflect our effort to build a better future. You always act ethically.

About the Electrolux Professional Group
The Electrolux Professional Group is one of the leading global providers of food service, beverage, and laundry for professional users. Our innovative products and worldwide service network make our customers' work-life easier, more profitable - and truly sustainable every day. Our solutions and products are manufactured in 12 plants in seven countries and sold in over 110 countries. In 2022, the Electrolux Professional Group had global sales of SEK 11bn and approximately 4,000 employees. Electrolux Professional's B-shares are listed at Nasdaq Stockholm. For more information, visit https://www.electroluxprofessionalgroup.com