Regional Service ManagerGeneral PurposeResponsible for managing requests, inquiries, and problem solving related to product, Day 2 Service, and installation for dealers within an assigned region. Acts as a liaison between MillerKnoll Product and Field Services and dealers to create win-win outcomes for customers. Partners cross functionally with sales, product management, quality, and engineering teams to address product issues and answer installation questions. Provide leadership and direction to field services technicians.
Essential Functions- Serve as a single point of contact for the Product Services team to a group of dealers (typically assigned by region)
- Serve as the primary dealer point of contact in resolving large, complex, high visibility, warranty issues by collaborating with multiple departments (including Product Management, Quality, Manufacturing, and other areas of the organization) to identify root causes and design solutions for individual customers and to resolve product issues
- Provide guidance, correction, and materials to assist dealers in installation of product within the MillerKnoll family of brands
- Define expectations for site visits and work with Dealers and Field Services team members and create clear outcomes and goals for the service team to ensure full resolution of complex customer situations
- Lead beta site builds/installs, critical mockup installations, and serve as the installation expert for high-profile or new product installations.
- Articulate the financial impacts of decisions, issues, and path to resolution to multiple departments and influence change to ensure customer focused and fiscally responsible outcomes for customers and MillerKnoll
- Lead cross functional projects to continuously improve process, internal knowledge base and performance of the Product Service team
- Designs, plans, and delivers installation training to service technicians and dealer installers
- Manages third party Service Technicians within a specified region to ensure service in alignment with MillerKnoll standards, driving customer satisfaction and consistent follow up with customer requests
- Performs additional responsibilities as required
Education Experience- Bachelor's Degree in business or related field or at least 5 years of experience in the furniture industry, providing technical product support and Day 2 service to distribution partners in a B2B setting.
- 3-5 years of sales, customer or product support experience, sales experience an asset, or related field.
- Demonstrated experience using multiple communication channels, computer systems, tools, and programs simultaneously to complete work.
Skills and Abillities- Can articulate customers' business and expectations, anticipate comprehensive solution to customer needs, aligned to customer's business results
- Leverages a team approach to investigate options and alternatives to solutions, with progress updates to customers when unable to deliver a requested product or service and pursues solutions until the customer is satisfied
- Seeks customer feedback and understanding of business needs to improve service delivery
- Actively supports others stretching beyond their comfort level and trying new techniques that may enhance success
- Models success behaviors, a high performance work ethic, and constant self-improvement
- Understands cross functional interdependencies and reasoning behind key policies, practices, procedures and exceptions needed to achieve goals
- Ability to provide direction when faced with ambiguity and approaches decisions rationally
- Effectively manages cross-functional relationships, welcoming differing perspectives allowing for open discussion, focusing on shared objectives and data
- Works with complex or sensitive cases requiring a sophisticated understanding of product detail and application or service of product which is applied to quickly achieve efficient and cost-effective solutions
- Adapts to change, setbacks and dynamic situations, embraces new practices and alternative ways to accomplish goals and solve problems
- Can articulate customers' business and expectations, anticipate comprehensive solution to customer needs, aligned to customer's business results
- Leverages a team approach to investigate options and alternatives to solutions, with progress updates to customers when unable to deliver a requested product or service and pursues solutions until the customer is satisfied
