Senior Appliance Triage Manager

About Us:

We are a premier U.S.-based appliance repair and home services company seeking a sharp, technically proficient Senior Appliance Triage Manager to lead our triage and diagnostics operations, ensuring seamless dispatch, accurate issue diagnosis, and high operational efficiency.

Key Responsibilities:

Triage Operations Oversight: Lead, manage, and optimize the inbound appliance triage team to diagnose customer issues accurately on the first contact.

Technical Quality Control: Establish strict diagnostic protocols, troubleshooting frameworks, and training standards to minimize misdiagnoses and reduce unnecessary second-party visits.

Workflow & Performance Management: Monitor key performance indicators (KPIs) such as triage conversion rates, resolution speed, and team productivity.

Escalation Management: Handle complex customer or technical escalations efficiently, providing decisive solutions and technical guidance to staff.

Cross-Department Coordination: Work closely with parts departments, field technicians, and customer support to streamline the end-to-end service lifecycle.

Key Requirements:

Minimum 5+ years of experience in appliance repair operations, technical support management, or service dispatch (U.S. home services market experience preferred).

Deep technical understanding of major home appliances (refrigerators, washers, dryers, ovens, etc.) and parts identification.

Proven leadership experience in managing remote operational teams and driving metric-based performance.

Exceptional English communication skills, assertiveness, and strong problem-solving abilities.