Customer Care Manager - Sweden

Om jobbet

Job Description

At Electrolux Professional Group we hire to meet needs beyond tomorrow

UNLOCK YOUR POTENTIAL

At Electrolux Professional Group, we believe potential powers progress. We're not searching for perfection-we're looking for people with the right mindset. If you're curious, resilient, and ready to grow, you'll find the space to lead, innovate, and together with us Meet the needs beyond tomorrow.

https://www.electroluxprofessionalgroup.com/en/join-us/

CUSTOMER CARE MANAGER - SWEDEN

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.

Responsibilities

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

Qualifications

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

OUR CULTURE IN 4 WORDS

Be Customer Obsessed. Build Trust. Be Bold. Act Sustainably.

(We're building it every day - and we'd love your help.)

WHAT'S IN IT FOR YOU

Trust, ownership, and the opportunity to grow

• Be part of a company grounded in customer focus, sustainability leadership, innovation, and social impact. We aim to Meet Needs Beyond Tomorrow

• The possibility to work hybrid and build a flexible worklife balance

• Be part of an industry shift that makes a difference - in how people live, cook, clean, care, and serve

• Plus: country-specific perks and benefits designed to support your well-being.

About Us

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 equipment 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 2024, the Electrolux Professional Group had global sales of SEK 12.5bn and approximately 4,300 employees. Electrolux Professional's B-shares are listed at Nasdaq Stockholm. For more information, visit https://www.electroluxprofessionalgroup.com