Service Partner Manager

Overview: The Service Partner Manager is responsible for overseeing the 3rd party service provider network to ensure a strong customer experience while maintaining profitability. This role manages the quality, timeliness, and efficiency of outsourced work orders, continuously driving process improvements. The Service Partner Manager develops and maintains strong relationships with external service providers, ensuring seamless collaboration between internal and external service teams.

Key Responsibilities:

• 3rd Party Service Oversight:

  • Provide management-level support and oversight to all 3rd party service providers.

  • Monitor and maintain all activities related to 3rd party service performance.

  • Ensure outsourced work orders meet quality and timeliness expectations.

  • Conduct ongoing root cause analysis and problem-solving for service-related issues.

  • Develop and manage an operational budget.

  • Establish and enforce key performance indicators (KPIs) and metrics to enhance customer experience.

  • Ensure proper training and certification of 3rd party providers.

  • Support dispatching and technician route management.

• Service Network Partnership Development:

  • Develop and implement a Service Network Partnership Program.

  • Establish a tiered partner program that aligns benefits with Service Level Agreement (SLA) performance.

  • Define Standard Operating Procedures (SOPs) for effective collaboration on Nilfisk work orders.

  • Implement annual tier releveling rules based on SLA performance.

  • Provide regular progress updates to Field Service Direct, Head of Service Americas, and Sales Leadership.

• Service Level Agreement (SLA) Performance Management:

  • Train and update partners on expectations and monthly performance metrics.

  • Conduct and support performance review meetings for key partners (top 20 service providers).

  • Support Service Region Managers in coaching and performance reviews of 3rd party providers.

• Rate and Pricing Program Management:

  • Revise, implement, and manage a structured labor/travel rate program.

  • Develop a preferred rate program for top-performing partners.

  • Own the exception rate request and approval process.

  • Train and support responsible team members in executing the rate program.

  • Evaluate and implement geographical and other relevant pricing model modifications.

• Partner Technician Certification & Competency Development:

  • Collaborate with Business Development and Learning & Development teams to maintain Partner Service technician records and certifications.

  • Ensure dealers meet minimum certification standards as defined in the Partnership Program.

  • Influence Service Certification course content to improve SLA performance.

  • Enable business processes dependent on Partner capabilities, such as warranty administration.

• Cross-Functional Collaboration:

  • Actively collaborate with internal teams, including Service Operations, Business Development, and Technical Service, to optimize the dispatched work order process.

  • Align cross-functional initiatives to enhance partner performance and service delivery.

Required Skills & Qualifications:

• Proven ability to conduct business discussions with C-level executives and business owners.

• 5+ years of experience managing distributed/dealership business models and driving value through partnerships.

• Strong process-building and program management experience.

• Ability to develop internal business cases using data and financial analysis to support strategic investments.

• Experience in the floorcare industry is a plus.

• Strong negotiation, interpersonal, and communication skills, both verbal and written.

• Effective presentation and stakeholder engagement abilities.

• Ability to work cross-functionally and collaborate at various organizational levels.

• Willingness to travel up to 30%.

• Scope: Manages $3-5M+ in work order revenue.

This role plays a crucial part in strengthening Nilfisk's service network by enhancing partner performance, optimizing service operations, and driving customer satisfaction.