At Electrolux Professional Group we hire to meet needs beyond tomorrow
The Customer Care Manager is a hybrid technical and commercial leadership role responsible for delivering an outstanding end-customer service experience while growing profitable aftermarket revenue. The role leads technical support, spare parts support, and IT systems supporting spare parts ordering, and manages the third-party service provider network in Sweden.
With a strong technical foundation and a clear commercial mindset, the Customer Care Manager ensures equipment uptime, drives service partner performance through KPI-based governance, and works closely with the Head of Sales to grow revenue from spare parts, service contracts, preventive maintenance, and consumables. The role balances operational excellence with a focus on monetizing the installed base and strengthening long-term customer relationships.
WHAT YOU’LL BE DOING
Technical & Operational Leadership
Lead and develop the technical support organization, ensuring high-quality troubleshooting, diagnostics, and technical guidance for service partners and customers.
Ensure technical documentation, service manuals, and training materials enable fast, accurate repairs, high first-time fix rates and industry leading NPS.
Act as a senior technical escalation point for complex equipment, system, or recurring field issues.
Work closely with Engineering and Quality to feed field insights back into product design, reliability improvements, and serviceability
Service Network Performance Management
Own the structure, coverage, and performance of the authorized service provider network.
Define, track, and enforce monthly KPIs covering NPS (customer satisfaction), response time, first-time fix rate, repeat visits, warranty cost, and parts usage.
Conduct regular business reviews with service partners to drive continuous improvement and commercial alignment.
Identify, onboard, and develop high-performing service partners capable of delivering premium customer experience.
Decisively manage underperformance, including corrective action plans and removal of service partners that do not meet service or commercial expectations.
Customer Experience & Brand Protection
Own the end-to-end customer care experience from first technical contact through service execution and parts fulfillment.
Ensure service standards, SLAs, and escalation processes protect brand reputation and customer loyalty.
Use customer feedback, complaint data, and KPI trends to proactively improve service quality and consistency across the network.
Aftermarket Revenue Growth & Commercial Enablement
Drive growth of aftermarket and service revenue, with a strong focus on:
Spare parts sales
Service and maintenance contracts
Preventive maintenance programs
Consumables (e.g., chemicals, filters, accessories)
Partner closely with the Head of Sales to align service and sales strategies, particularly around installed base penetration and lifecycle selling.
Enable service partners and internal teams to identify and convert service sales opportunities through training, tools, and incentives.
Ensure pricing discipline, margin protection, and correct parts usage across the service network.
Support commercial initiatives such as contract attach rates, renewal programs, and service bundle offerings.
Spare Parts & Systems Ownership
Own spare parts support operations, ensuring high availability, accurate identification, and efficient order fulfillment.
Oversee IT systems supporting spare parts ordering and service execution (ERP, service portals, Digital Platform).
Drive system enhancements that improve partner adoption, order accuracy, data visibility, and commercial control.
Financial & Performance Management
Monitor service KPIs, aftermarket revenue, cost-to-serve, and warranty spend.
Use data to balance customer satisfaction with profitability and operational efficiency.
Contribute to forecasting, budgeting, and business planning for service and aftermarket activities.
Provide clear performance reporting and commercial insights to senior leadership
WHAT’S NEEDED FOR YOU TO THRIVE
Bachelor’s degree in Engineering, Technical Management, Business, or a related field (or equivalent experience).
5–10+ years of experience in technical service, customer care, or aftermarket operations within a B2B equipment environment (Preferably Foodservice Equipment).
Strong technical background with the ability to lead advanced troubleshooting and service strategy.
Proven experience managing third-party service networks with KPI-based performance governance.
Demonstrated experience driving aftermarket revenue growth in collaboration with Sales.
Solid understanding of spare parts business models, service contracts, and lifecycle monetization.
Experience with with ERP, CRM, and service or spare parts ordering systems.
Preferred
Experience in food service equipment, commercial appliances, or industrial equipment.
Exposure to P&L responsibility or margin-focused service management.
Experience in scaling service organizations or professionalizing service networks.
Key Competencies
Technically credible, commercially minded leader
Strong service network and partner governance skills
Data-driven and KPI-focused decision-making
Customer experience ownership with margin awareness
Ability to translate technical service into revenue opportunities
Confident cross-functional leadership with Sales, Engineering, and Supply Chain
Electrolux Professional Group - meeting needs beyond tomorrow
Electrolux Professional Group is the sustainability leader in our industry and one of the leading global providers of food service, beverage, and laundry solutions for professional users. Our innovative products and worldwide service network make our customers’ work-life easier, more profitable – and truly sustainable every day. Our solutions and products are sold in over 110 countries. In 2025, the Electrolux Professional Group had global sales of SEK 12.2bn and approximately 4,300 employees. Electrolux Professional’s B-shares are listed at Nasdaq Stockholm. For more information, visit https://www.electroluxprofessionalgroup.com
With 20 different brands, Electrolux Professional Group is one of the world’s leading providers of professional food, beverage, and laundry solutions.
With equipment manufactured in 13 plants and showcased across the world in 20 centers of excellence, we reach 110 countries and meet the needs of a wide range of customers, from small cafés and launderettes to restaurant chains and public institutions, with a group sales of SEK 12.5 billion.
We cover the entire value chain with global integrated services from planning through installation, including Connectivity, Customer Care and the Digital Platform, an intuitive, self-service portal for our distributors and partners.
We are setting the pace of our industry with concrete innovation and energy goals, like reducing CO2 emissions by 70% and becoming climate neutral in our industrial operations by 2030.
At Electrolux Professional Group, people are our priority. Our 4,300 employees are driven by a culture built on four guiding principles: be customer obsessed, build trust, be bold, and act sustainably.
Electrolux Professional Group - making your work-life easier, more profitable – and truly sustainable every day.
