Distributor Service Manager

Job Summary

We are seeking a motivated, experienced, and detail-oriented Distributor Service Manager to join our established team. The ideal candidate will play a key role in developing, coordinating, and implementing product service and installation training programs for dealers, installers, and independent service agents throughout Michigan and Northern Ohio.

This position requires a strong mechanical and technical background, excellent customer service and communication skills, and the ability to work effectively with service technicians, consumers, dealers, installers, and manufacturer representatives. The successful candidate will be a hands-on leader who can build strong relationships, solve problems, coordinate multiple priorities, and represent our company and our brands professionally.

Key Responsibilities

Service Management & Manufacturer Relations

• Represent each brand with a strong focus on quality, service, and customer satisfaction.
• Review product exchange reports and manage the final disposition of products.
• Assist in identifying, troubleshooting, and resolving service and quality issues.
• Communicate early warnings regarding potential quality or product issues to manufacturer and vendor partners.
• Attend distributor functions and support sales activities at manufacturer facilities and distributor locations.
• Serve as the primary liaison between service companies and manufacturers to resolve consumer repair issues, including special authorizations and product replacements.
• Maintain open, proactive communication with manufacturers and suppliers to ensure strong and productive working relationships.
• Build and maintain strong relationships with dealers, service companies, and service agents to foster trust, loyalty, and repeat business.
• Stay current on appliance industry trends, product advancements, service requirements, and emerging technologies.
• Oversee the service division, including revenue, deposits, computer system entries, operational controls, and customer service.
• Manage department expenditures within established budgets and company guidelines.
• Recruit, hire, train, evaluate, coach, counsel, and, when necessary, terminate department personnel based on performance and company policies.
• Ensure employee safety, product knowledge, and training requirements are consistently met.

Appliance Service Training

• Develop, coordinate, and deliver service repair training programs in Auburn Hills, Cleveland, Grand Rapids, and Traverse City for independent service companies, tailored to specific brands and product models.
• Identify and secure appropriate training facilities when training is held outside company offices.
• Coordinate all aspects of training events, including training materials, product transportation and delivery, room setup, equipment, and teardown.
• Review the company territory to ensure adequate and effective service coverage for each brand.
• Identify and recruit qualified service companies in underserved and outlying areas to ensure consumers have access to timely and reliable service.

Installation Training

• Develop, coordinate, and provide installation training programs in Auburn Hills, Cleveland, Grand Rapids, and Traverse City for dealers, installers, and other qualified installation professionals.
• Obtain and maintain technical installation materials, product specifications, and detailed requirements for panels, cabinetry, countertops, and cutouts.
• Identify and secure appropriate training facilities when training is held outside company offices.
• Coordinate all aspects of installation training events, including product guides, training materials, product transportation, setup, and teardown.

Trade Shows & Special Events

• Oversee product installation and service requirements for trade shows and special events.
• Coordinate and direct product setup and teardown, ensuring installations are completed accurately, safely, and on schedule.

Skills & Qualifications

• Strong mechanical and technical knowledge, preferably related to appliance repair and installation.
• Prior experience as an appliance service technician or in a closely related technical service role.
• Demonstrated commitment to quality workmanship, troubleshooting, and customer satisfaction.
• Excellent verbal and written communication skills with the ability to interact professionally with customers, dealers, service technicians, manufacturers, and internal team members.
• Strong leadership and relationship-building skills.
• Advanced computer skills, including Microsoft Excel, Word, and Outlook.
• Ability to manage multiple projects and priorities while meeting deadlines in a fast-paced environment.
• Ability to work independently while also collaborating effectively with a team.
• Strong organizational skills with exceptional attention to detail.
• Willingness and ability to travel throughout Michigan and Northern Ohio, including occasional overnight travel as required.
• Ability to represent the company and its manufacturer partners in a professional manner at training events, trade shows, and customer locations.

Job Type: Full-time

Pay: $98,366.72 - $104,343.86 per year

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Employee discount
• Health insurance
• Health savings account
• Life insurance
• Paid time off
• Vision insurance

Work Days:

• Monday to Friday
• Rotating weekends

Application Question(s):

• What interests you about this position?
• What specific skills do you have that make this position a fit for you?

Education:

• Bachelor's (Required)

Experience:

• Division Manager: 5 years (Required)
• Appliance Repair: 5 years (Required)
• Appliance Installation: 5 years (Required)

License/Certification:

• Drivers license (Required)

Ability to Commute:

• Auburn Hills, MI 48326 (Required)

Willingness to travel:

• 50% (Required)

Work Location: In person

Salary : $98,367 - $104,344