Regional Director of Service - Food Service
Electrolux Professional Inc. - Charlotte, NC

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The Commercial Organization within Electrolux Professional sector is the function responsible for management of sales channels and service networks: it is a dedicated sales organization pushing selective key product categories and customer segments, through strong channel management. Within the Commercial Organization, we are looking for the Regional Director of Service for Food Service product range: s/he will be responsible for the customer care strategy execution at regional level within North America (United States and Canada).

Key operational responsibilities

  • full responsibility for all service and spare parts business within region North America;
  • to execute the aftermarket strategic plan defined by the business unit in alignment with the Head of Region;
  • to manage the whole service department;
  • responsibility for After Market customer satisfaction across the region;
  • responsible for ensuring the service partner network obtained the desired level of preparation and technical knowledge of equipment and parts;
  • to interact and report back to the R&D and Innovation and Business Unit technical & expertise understanding based on local market needs;
  • to provide value to customer increasing satisfaction level and maintaining customer relationship after the sales of a product;
  • to execute technical trainings and certifications of local service staff and service partners;
  • to manage sales of spare parts improving the volumes and profitability;
  • to make long term plans to drive change according to business priorities and a long term brand perspective;
  • to evaluate results, adjust priorities accordingly and takes action to drive change and deliver results;
  • to pool cross-functional and matrix capabilities to optimize group results and ensure cost-efficiency;
  • to assume full accountability for the teams' actions and results;
  • to empower for results by creating conditions for innovative ideas and a sense of acceptance of mistakes;
  • to inspire, communicate and build a sense of common purpose across organizational borders avoiding a ''we versus them'' attitude.
Reporting to
Operationally solid line to the Head of Region (Commercial Organization);
Functionally solid line to the Head of Customer Care (Business Unit Food Service);

Competencies needed
University Degree in Engineering;
  • minimum of 8-10 year of experience in a managerial position within service organization;
  • managerial experience in international companies in B2B industry (preferably professional products Laundry or/and Food, automotive, lift systems or other business where Service is considered a key issue);
  • strong orientation to customer needs and satisfaction;
  • strong people management competencies;
  • drive for innovation and results;
  • training delivery skills;
  • consumer behavior understanding;
  • knowledge of competitors;
  • extensive background of spare parts sales, with excellent knowledge of marketing techniques and pricing policies;
  • experience of managing a remote/field-based team, preferably in an international context;
  • understanding of commercial pressures, measurements and business drivers;
  • able to step back from daily workload and consider business requirements from strategic standpoint;
  • ability to engage in negotiation with an inexperienced or hostile audience;
Required Languages
English

Sector description
Electrolux Professional is a leading supplier of complete solutions for both professional kitchens and laundries. We use a highly developed global service network to ensure maintenance and service account, which represent an important part of our
operations. To meet our customers’ demands, we make innovation our top priority and invest 3% of our product sales in product development. Electrolux Professional is the only business sector of the Group operating for a B2B market.
Sector Net Sales for 2009 were 7.129 mSEK which accounts for the 7% of the total Group Net Sales. In 2009 the average number of employees in the sector was of 2.840.

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