Regional Service Manager
About this role
Why join us?
Our purpose is design for the good of humankind. It’s the ideal we strive toward each day in everything we do. Being a part of MillerKnoll means being a part of something larger than your work team, or even your brand. We are redefining modern for the 21st century. And our success allows MillerKnoll to support causes that align with our values, so we can build a more sustainable, equitable, and beautiful future for everyone.
Regional Service Manager
General Purpose
Responsible 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
Who We Hire?
Simply put, we hire qualified applicants representing a wide range of backgrounds and abilities. MillerKnoll is comprised of people of all abilities, gender identities and expressions, ages, ethnicities, sexual orientations, veterans from every branch of military service, and more. Here, you can bring your whole self to work. We’re committed to equal opportunity employment, including veterans and people with disabilities.
MillerKnoll complies with applicable disability laws and makes reasonable accommodations for applicants and employees with disabilities. If reasonable accommodation is needed to participate in the job application or interview process, to perform essential job functions, and/or to receive other benefits and privileges of employment, please contact MillerKnoll Talent Acquisition at careers_help@millerknoll.com.