Job Description

As a key member of the KitchenAid Small Appliance Team, the Field Service Manager (Bilingual) is responsible for leading the Authorized Service Network of external service companies and ensuring a high-quality, consistent repair experience for KitchenAid Small Appliance owners.

This role oversees service provider onboarding, day-to-day operational performance, service quality, and continuous improvement initiatives across the network. The Field Service Manager analyzes performance data and service trends to identify opportunities, make recommendations, and implement changes that support business goals and elevate customer experience.

This position also requires strong cross-functional collaboration and the ability to adapt communication style to suit a variety of audiences, including service partners, internal stakeholders, and leadership.

This position is based out of our client's office in Mississauga, 5 days a week.

Quality Control & Factory Relations

• Return Trend Analysis Lead the review of "Reasons for Return" (RFR) and other service performance data to identify trends, quality spikes, and operational gaps, and translate findings into actionable business recommendations.
• Factory Feedback Loops: Partner with manufacturing and quality teams to provide detailed defect reporting, support corrective actions, and drive continuous improvement initiatives.
• Audit Support: Oversee the preparation of data packages and support insights for factory audits, highlighting key issues, risks, and opportunities for improvement.
• Quality Monitoring: Escalate potential safety hazards, high-severity quality concerns, and recurring service issues, while partnering with internal teams to ensure appropriate resolution and follow-through.
• Cross-Functional Collaboration: Work closely with customer service, quality, and operational teams to analyze support trends, improve troubleshooting processes, and enhance the overall customer experience.

Service Provider Network Management

• Network Optimization: Lead the recruitment, vetting, onboarding, and ongoing management of Authorized Service Centers to maintain effective national and regional coverage.
• Performance Management: Monitor and evaluate service center performance using key metrics such as Mean Time to Repair (MTTR), claim accuracy, and customer outcomes, and implement action plans where improvement is needed.
• Business Recommendations: Analyze service, warranty, and claims data to identify risks, trends, and opportunities, and provide recommendations that improve service delivery, cost management, and business performance.

Logistics & Documentation

• Spare Parts Ecosystem: Collaborate with warehousing, procurement, and service partners to maintain critical component availability and minimize customer downtime.
• Reverse Logistics: Support the design, implementation, and ongoing review of return-processing workflows and refurbishment initiatives to improve efficiency and service outcomes.
• Documentation & Communication: Ensure technical bulletins, service updates, and operational communications are accurate, timely, and tailored appropriately for service partners, internal teams, and leadership audiences.

Ad Hoc Projects

• Support the KitchenAid Small Appliances team with specialized projects as needed.

Preferred Skills & Qualifications

• Analytical Thinking: Strong analytical and problem-solving skills with the ability to interpret data, identify trends, and make recommendations that support business decisions.
• Operational Leadership: Ability to lead service operations, drive process improvements, and support high-performing service partner relationships.
• Business Acumen: Strong understanding of service operations, performance metrics, profitability, and customer experience drivers.
• Technical Aptitude: Comfortable working with technical documentation, service reporting, and relevant systems or ERP platforms.
• Communication: Excellent written and verbal communication skills, with proven ability to adjust communication style to suit different audiences including frontline partners, cross-functional teams, and senior leadership.
• Relationship Management: Proven ability to build strong relationships with vendors, internal stakeholders, and external partners.
• Organization & Agility: Strong time management skills with the ability to manage multiple priorities in a fast-paced environment.
• Tech-Savvy: Highly developed computer skills and the ability to quickly learn and apply new systems and tools.

Minimum Requirements

• Post-secondary degree or diploma, or equivalent formal technical training is required.
• Valid driver's license and willingness to travel to customer sites as needed.
• Bilingual - English is required and French is a big PLUS

Preferred Experience

• 4 - 6 years of experience in service operations, field service management, quality assurance, or after-sales support.
• Experience analyzing operational or service-related data and interpreting results to recommend changes that improve performance and support business objectives.
• Proven experience adjusting communication style to effectively engage different audiences, including service partners, internal teams, and senior leaders.
• Experience in the consumer electronics or home appliance industry is a plus.
• Familiarity with reverse logistics or refurbishment programs is an asset.

#DiscoverYourPath