Regional Service Manager

**Regional Service Manager**

**Location**: Ontario East

**Reporting to**: Head of Field Service

**“Make your career an amazing journey”** **with Miele Canada**

Since 1899, Miele has remained a family-owned appliance business, designing and manufacturing high quality residential and professional appliances. Miele entered the Canadian market in 1989 and has been on a steady path of growth ever since.

Our company philosophy of Immer Besser (Forever Better) emphasizes our desire to provide a working environment that fosters personal and professional growth and allows our employees to enhance their skills and take their careers to the next level.

Miele recognizes that competitive compensation is a cornerstone for recruiting and retaining employees.

**Here’s where you come in**

Are you assertive, positive and ready for a new challenge? This position may be for you

**Why Join Miele**

Miele offers great job growth and training opportunities with market total compensation package to include: 100% Company Paid Benefit Plan, Life Insurance, Disability and a Health Spending Account. RRSP’s - Company contributes 6% of salary - no employee matching required. Employee discounts on products, Career development opportunities, Tuition reimbursement program, Great working conditions and other incentives to attract and retain great talent like you.

**Now that you know about us, we want to know more about you**

The Regional Manager will oversee the operation and colleague performance of field service operations within a assigned geographic area. The Regional Service Manager will have a forward thinking and growth mindset, and will lead, coach, and foster an inclusive working environment to positively drive high customer satisfaction and performance levels in the field service department.

**What you will do**:

- To deliver exceptional customer satisfaction consistently
- To manage the regional performance in relation to meeting and where possible exceeding service-related benchmarks, customer service levels and KPIs
- To manage response rates within the region in line with international targets, utilising Miele Service Partners and external parties where required and to determine capacity with a forward-thinking view.
- Meet annual budget requirements and targets as determined within the business for customer goodwill and product exchanges.
- Exceptional management of the spare parts processes - including strict cost control, correct identification, and timely ordering, on time delivery, correct installation and timely returns where required.
- Direct training needs of the team, working closely with the Senior Technician and Technical and Training teams to support the development of individual team members.
- Take ownership of team members’ performance and behaviours including plans to retain and develop talent and performance manage any team member who requires additional support to improve performance and meet their KPIs.
- Actively engage with customers who are unhappy with the Miele service and who are detractors, changing the customer view from a negative to a positive with engaging communication and lasting resolutions. This could be consumers, dealers (service and sales) or dealer customers.
- Create an environment oriented to trust, open communication, creative thinking, and cohesive team effort within a culture of openness delivering honest and timely feedback.
- Support, liaise and direct where necessary the Dispatch Team to meet company targets relating to field capacity including absence management (sickness and holidays). This includes proactive management of productive time per Technician using all available data sources.
- Take full responsibility of the management of team members identifying individual training needs and undertaking Performance Development Reviews (PDRs)
- To lead informal and formal performance management processes as necessary
- Provide an up-to-date clear succession plan for your team, direct reports and for yourself including short term requirements (sickness, holiday) and longer-term needs (career development)

**We think it would be awesome if you have**:

- Minimum 5 years appliance technician repair experience.
- Gas Licence preferred.
- Excellent oral and written communication skills
- Interpersonal and consultative skills
- Valid driver’s license.
- Analytical thinking and problem solving
- Detail-oriented and capable of delivering a high level of accuracy.
- Computer skills & knowledge, proficient in Outlook, Apple System, iMessage, Facetime, MS Teams, Excel.