Field Service Manager

Temporary

Job Description

Electrolux Group is a leading global appliance company that has shaped living for the better for more than 100 years. We reinvent taste, care and wellbeing experiences for millions of people, always striving to be at the forefront of sustainability in society through our solutions and operations. Under our group of leading appliance brands, including Electrolux, AEG and Frigidaire, we sell household products in around 150 markets every year. In 2024 Electrolux Group had sales of SEK 136 billion and employed 40,000 people around the world. For more information go to www.electroluxgroup.com.
 

About the Role:

Join our dynamic team where you will play a crucial role in overseeing the day-to-day operations of our Field Service teams. We are committed to excellence and continuous improvement, and we value individuals who are passionate about delivering top-notch service.
 

What You'll Do:

• Operational Management: Oversee daily operations, ensuring seamless coordination with internal teams, ISPs, and stakeholders. Develop strategies to enhance efficiency and address issues swiftly to minimize service disruptions. Manage customer escalations and collaborate with sales and customer support for service delivery alignment.
• People Leadership: Lead and motivate Field Service teams, fostering a culture of collaboration and engagement. Conduct regular team meetings and lead change initiatives to ensure smooth transitions and sustained performance.
• Team Development: Provide continuous development through coaching, mentoring, and tailored learning opportunities. Conduct performance reviews and trainings to support a culture of growth.
• HR & Disciplinary Management: Handle HR matters and disciplinary situations in line with company policies and legal requirements. Manage conflict resolution and implement corrective actions.
• Performance Monitoring: Establish and monitor KPIs to assess service delivery efficiency and customer satisfaction. Use data-driven insights to identify areas for improvement.
• Technical Support: Provide expert technical support, guiding the team through complex issues. Collaborate with cross-functional teams to enhance product knowledge and support processes.
• Vendor Management: Manage relationships with third-party service providers, ensuring compliance with SLAs and identifying opportunities for service enhancement.
• Diversity & Inclusion: Foster a workplace that values diversity and inclusion.
• Safety & Wellbeing: Ensure team safety and effective leadership in both routine and emergencies. Enforce safety guidelines and support team wellbeing.
• Other Duties: Carry out additional duties and projects to support business initiatives and goals.
   

Who You Are:

• Education & Experience: Secondary education degree, preferably in a technical field, or equivalent work experience. 5-8 years in field service operations, ideally in a commercial environment within a consumer goods company. Knowledge of the domestic home appliances industry is advantageous.
• Leadership: Proven ability to lead, motivate, and develop a diverse team. Experience in conflict resolution, performance management, and fostering a positive work environment.
• HR Knowledge: Good understanding of HR policies and guidelines, including absence management.
• Change Management: Experience in leading operational teams through change in a complex, multinational environment.
• Skills: Thrive in a fast-paced, dynamic, and matrix-driven environment. Strong awareness of consumer behavior within the consumer goods industry. Ability to manage and analyze performance metrics. Strong leadership, motivational, and development skills for a diverse team. Flexibility and adaptability to changing business, customer, and consumer needs. Solid problem-solving and decision-making skills. Strong communication and interpersonal skills. Consumer-centric mindset with a focus on delivering exceptional consumer experience. Ability to manage change and drive continuous improvement. Strong stakeholder management skills.
   

As part of Electrolux Group, we will continuously invest in you and your development. There are no barriers to where your career could take you.