Service Operation Manager Finland

Job Description

Shape the future. Bring your potential to life.

At the Electrolux Group, 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.

All about the role:

The Service Operation Manager for Finland is responsible for indirect services for Electrolux Finland. In this role, you will lead field service operations in Finland for external service partners.

Your responsibilities include driving consumer and customer satisfaction and loyalty to the Electrolux brands by developing and optimizing services and the aftermarket business. You will ensure that the needs of consumers and customers are effectively met. Additionally, you will play a central role in contributing to the development of field service operations in Finland and within the Commercial Area North, to which the Service Operations belong. You report to the Indirect Service Operation Manager, Nordics.

A key part of the role is to build strong and trusted relationships with Electrolux's external service partners, providing support, guidance, and challenge to ensure high performance and alignment with company standards. You will continuously monitor and follow up on operational and customer-related KPIs, identify improvement opportunities, and drive actions to enhance service quality, efficiency, and consumer satisfaction. The role also involves analysing performance data to support planning and decision-making, as well as leading process improvement initiatives to strengthen the overall service operation. In collaboration with internal and external stakeholders, you will be involved with trainings and workshops to develop capabilities across the service network. Additionally, you will work with contract management and negotiations, ensuring mutually beneficial partnerships.

Key responsibilities:

• Manage indirect services for Electrolux Finland.
• Oversee indirect service, including development, follow-up, and introduction of indirect service partners.
• Ensure that Electrolux consumer service standards are known and implemented across service partners.
• Drive continuous improvement of consumer service processes in collaboration with the Service Operations team and Operations Support.
• Track and improve key performance indicators related to service delivery, consumer satisfaction, and cost.
• Champion Electrolux’s passion for consumers, striving to deliver an outstanding consumer experience across all operations.
• Participate in and implement change programs.

Who you are:

• Bachelor’s degree in Business Administration, Engineering, or a related field.
• Proven experience in service operations management, preferably in a consumer electronics or home appliances industry.
• Experience with aftermarket and warranty processes.
• Proven leadership capabilities and strong team management skills - Excellent communication and interpersonal skills.
• Ability to drive continuous improvement and manage change effectively.
• Strong analytical skills with the ability to track and improve KPIs. Financial acumen to oversee budgets, forecast financial performance, and ensure cost-effective operations.
• Strong negotiation skills to effectively manage contracts and partnerships.
• Expertise in Customer Relationship Management to maintain and enhance consumer loyalty and satisfaction.
• Customer-focused mindset with a passion for delivering outstanding consumer experiences.
• Proficiency in using service management software and tools.
• Fluency in Finnish and English. Swedish considered as advantage.
• Able to travel domestically.