Field Service Manager

Job Description

At the Electrolux Group, as a leading global appliance company, we strive every day to shape living for the better for our consumers, our people and our planet. We share ideas and collaborate so that together, we can develop solutions that deliver enjoyable and sustainable living.

Come join us as you are. We believe diverse perspectives make us stronger and more innovative. In our global community of people from 100+ countries, we listen to each other, actively contribute and grow together.

Join us in our exciting quest to build the future home!

About The Role

As Field Service Manager NSW, you will lead and develop our field service team and Authorised Service Centres (ASCs) to deliver exceptional customer experiences and strong commercial outcomes. With accountability for service performance across NSW, you will drive operational excellence, ensuring key service, customer, and financial targets are consistently achieved.

Leading a team of Field Service Supervisors and technicians, you will foster a culture of safety, accountability, and continuous improvement while partnering with service providers and stakeholders to enhance service delivery, repair performance, and customer satisfaction. This is a hands-on leadership role where you will play a key part in growing the service business and strengthening our service network.

What you'll do:

• Leading the NSW field service team which consists of employees, contractors and ASC’s.
• Supporting and monitoring work completed by field service team to drive optimal consumer experience
• Ensure adequate service coverage by field service team throughout NSW where EHP appliances are sold
• Understanding performance trends to drive and achieve KPI’s
• Ensure service calls are completed and investigate consumer complaints, inc Potential Safety Issues (PSI’s)
• Provide feedback to enable efficient service provision and fair & speedy resolution
• Review performance trends and grow business opportunities in conjunction with wider team.
• Work closely with field service supervisor and allocations team to ensure efficient service delivery
• Assist in delivery of technical & warranty training to team as required
• Ensure technical knowledge is kept up to date by attending relevant briefings, training & reviewing necessary materials, manuals etc

Skills & Experience Required

• Proven experience in Field Service Management, leading service operations and driving performance outcomes.
• Strong commercial acumen with the ability to build and manage effective relationships with external service partners and key stakeholders.
• Capable of balancing technical solutions with commercial objectives, confidently engaging in business discussions and influencing outcomes.
• Demonstrated success in delivering against service and operational KPIs, including revenue growth, repair effectiveness, resolution rates, customer satisfaction, and service excellence.
• Continuous improvement and change management experience in a service-led environment.
• Results-oriented mindset with a focus on accountability, performance, and achieving targets.
• Current valid NSW Driver Licence.
• NSW Electrical Supervisor Licence (or equivalent qualification) highly regarded.
• Proficient in Microsoft 365 applications, including Outlook, Word, Excel, and PowerPoint.

Why work for Electrolux?

• Step into a career with a Global Leader in Home Appliances, where innovation meets purpose, and people are at the heart of everything we do.
• Take advantage of exclusive discounts on our products for you, your family, and friends.
• We offer secure onsite parking, so your day starts and ends with ease.
• Our Mentorship Program connects you with experienced leaders to support your personal and professional development.
• Recharge with CARE Day an additional day off just for you
• Picnic Day in NSW (additional leave at Easter)
• Stay healthy with annual onsite flu shots, skin checks plus access to wellness sessions and webinars to support your physical and mental health.
• Join a workplace that celebrates diversity, equity, and inclusion, backed by our DE&I Committee
• Be part of a company committed to sustainability, with real action behind our environmental goals.

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

Find out more on www.electroluxgroup.com