Field Service Manager

Alliance Laundry System

34d

About The Position

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.

Requirements

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
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
Domestic travel up to 25% annually, with occasional periods of higher intensity
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

Responsibilities

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