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The Field Service Manager - Laundry Americas plays a critical role in delivering exceptional customer experience and driving service excellence across the region. As the factory-level technical expert, this position provides technical guidance and strategic support for Electrolux Professional Laundry equipment and solutions, helping customers, distributors, service partners, and internal teams achieve optimal equipment performance and long-term success.
Ideal candidates are highly organized, detail-oriented self-starters who thrive on solving complex technical challenges, managing multiple priorities, and building strong customer relationships. Through technical expertise, proactive problem-solving, and effective project and expectation management, this role drives safety, quality, operational success, and customer satisfaction while strengthening the Electrolux Professional brand.
ESSENTIAL DUTIES AND RESPONSIBILITIES
Support product installations and start-ups and provide on-site and remote troubleshooting for Electrolux Professional equipment. Document findings and provide feedback to Quality to support continuous improvement initiatives.
Collect, document, and report accurate technical and field data to internal and external stakeholders.
Review electrical schematics, drawings, specifications, and supporting documentation for new components, products, and electrical designs. Collaborate with internal and external stakeholders throughout the development and approval process.
Maintain clear, professional communication with internal and external customers. Visit job sites and perform technical activities as needed to support customer relationships and issue resolution.
Plan, implement, and evaluate field tests to determine product feasibility and readiness for market release.
Develop, maintain, and deliver effective equipment training programs through technical documentation and virtual and in-person presentations using appropriate media.
Support the development and implementation of Customer Care programs in coordination with the Director of Service and Head of Customer Care.
Conduct periodic audits of Service Partners to evaluate compliance with company policies, parts availability, technical capability, and proper representation of the Electrolux Professional brand.
Follow and promote all applicable safety rules, regulations, and work practices.
Build strong customer relationships by providing timely, accurate, and professional responses to inquiries and service needs.
Support warranty claim reviews by providing technical analysis and documentation as required.
Complete all assigned safety- and quality-related equipment programs accurately and on schedule.
Protect the company’s reputation by applying sound ethical business practices in all interactions with employees, customers, suppliers, and the public.
Interact professionally and respectfully with employees, customers, suppliers, Service Partners, and the public across diverse backgrounds and cultures, while upholding the company’s ethical standards and reputation.
Maintain current knowledge of service literature and bulletins and distribute relevant updates to Service Partners as needed.
Perform other duties as assigned by the manager.
WORK ENVIRONMENT
While performing the duties of this job, the employeeis regularly required touse hands tooperatecomputer keyboard, telephone,Basic hand tools,and Electrolux Professional equipment. The employee isfrequentlyrequired to walk, sit, and stand as well as adapt to various travel needs.Employeemust occasionally lift and/or move up to 50 pounds. Specific abilities required by this job include close vision, and ability to adjust focus.
This is a remoteposition. The preferred candidate will live near a major airportor near a central travel hub, to support efficient travel across the Americas. Work is performed from a remote office and at customers, distributor, service-partner, factory, and equipment locations. Noise levels aregenerally moderatebut may vary in active commercial or industrial environments.
TRAVEL REQUIREMENTS
up to 70% Travel across the Americas, primarily within the United States and Canada. International travel may be required, and some assignments may arise with short notice.
A valid driver’s license andvalidpassport arerequired.
MINIMUM QUALIFICATIONS
High school diploma or equivalent plus a minimum two-year technical school certificate, military technical training, or equivalent hands-on technical experience. An associate or bachelor’s degree in electrical, mechanical, industrial, mechatronics, engineering technology, or a related discipline is preferred.
Minimum three years of hands-on experience in field service, technical service, industrial maintenance, commercial equipment, HVAC, refrigeration, appliances, foodservice equipment, or commercial laundry.
Minimum two years of experience in a lead, supervisory, field service management, technical support, training, service operations, or customer escalation role.
Demonstrated ability to troubleshoot electromechanical systems, high-voltage equipment, control systems,gasand electric heating systems, plumbing and drain systems, connectivity, and equipment software or firmwarerelatedissues.
Strong remote-work discipline, written and verbal communication skills, and the ability to work independently whileremainingaligned with a distributed team.
PREFERRED SKILLS & ABILITIES Experience with commercial laundry, foodservice equipment, HVAC, industrial equipment, connected equipment, payment platforms, or distributor-based service networks.
Advanced electrical troubleshooting skills, including the ability to interpret schematics and use meters, manometers, diagnostic software, error logs, and connected-equipment dashboards.
Experience with networking,remote diagnostics, connected-service platforms, service-management systems, CRM, ERP, warranty systems, SharePoint, Teams, Microsoft 365, and Microsoft Copilot or other AI platforms used to improve work efficiency.
Experience developing technical training,facilitatingclassroom or virtual instruction, coaching technicians, and creating service documentation.
Strong organizational,project-management,data-collection, and reporting skills, with careful attention to detail and the ability tooperateas both an independent self-starter and a collaborative team member.
