iRobot Corporation

  • Service Manager

    Job Locations UK-INTERNATIONAL
    Category Marketing/Business Development
    Requisition ID
    Job Post Information* : Posted Date
    2 months ago(3/5/2018 3:26 PM)
  • Summary

    We are seeking a Service Manager for our London office. 

    Essential Functions/ Job Duties

    • Responsible for the centralized repair operations
    • Ensure the performance of non-centralised repair operations are at a best in class standard, through the development and implementation of the Distributor Accreditation program;
      • First point of contact for the regional network of repair organisations providing technical, product and process support
      • Working in a consultative capacity, analyse the operation and performance of the non-centralised repair organisations, identify improvements, creating implementation plans and executing.
    • Seek to maximize customer value and minimise warranty costs
    • Drive continuous product improvements through the collection and analysis of related product repair data, working together with international teams.
    • Performance management and reporting;
    • Training and setting up of new repair partners;
    • Forecasting and management of spare parts and related activities;
    • Escalation point and resolution of customer complaints;
    • Identify and resolve issues with product, process and documentation etc.
    • Work cross-functionally with product management, engineering, quality, marketing etc. Identify and maintain strong relationships with key partners, contributors and stakeholders;
    • Ensure transparent, structured and concise communication to your line management and senior management;
    • Be supportive of colleagues throughout the Company, encouraging and developing a “can do” team environment, demonstrating integrity, passion, flexibility, determination and leading by example;
    • To take a relevant part in maintaining and improving the iRobot culture to:
      • Build cool stuff; Deliver great products; Make money;
      • Have fun; Change the world.
    • To undertake any other duties reasonably falling within the scope of the post. Any other duties as agreed by the line manager.


    • A relevant bachelor's degree or equivalent experience;
    • Several years of service/repair management experience with solid business acumen and knowledge of consumer products;
    • Prior demonstrated success in a similar position, within a dynamic work environment;
    • Prior demonstrated success in leadership of a virtual team;
    • Demonstrated success in improvement programs;
    • Value stream and process mapping, identification and prioritisation of improvements, implementation plans and follow up;
    • Ability to develop strong relationships with suppliers and partners;
    • Strong customer service experience preferably within an international environment;
    • Experience of developing and delivering training and improvement strategies and convert into tactical plans, delivering results;
    • Managing and delivery of budgets;
    • Fluent English and another European language a minimum.


      Skills, Abilities and Knowledge

    • Technology savvy in general, proficiency with MSOffice (Word, PPT, Excel);
    • Proficiency with web-based tools i.e. Webex, Live Meeting, etc;
    • Excellent negotiation, persuasiveness and overall verbal and written communication skills;
    • Self drive, as well as being target and process driven;
    • Strong medium and long term forward planning, organisational, prioritising and multi-tasking skills;
    • Management of change;
    • Passionate, customer focused approach, driven by high customer satisfaction levels;
    • A team player with a ‘can do’ attitude, capable of working with minimal supervision;
    • Sound consensus decision making capabilities and ability to take action;
    • Ability to analyse and solve problems;
    • Self-motivated and determined, with a flexible hands on approach to work and be able to communicate and represent iRobot at all levels in a structured, dynamic and professional way.

    About Us

    We are the leading global consumer robot company, designing and building robots that empower people to do more, both inside and outside of the home. Founded in 1990 by Massachusetts Institute of Technology roboticists who had the vision of making practical robots a reality. To date, we have sold over 20 million robots and globally employ more than 600 of the robot industry’s best and brightest.  iRobot is committed to fostering invention, discovery and technological exploration in the pursuit of practical and valuable robot products for the home. iRobot stock trades on the NASDAQ stock market under the ticker symbol IRBT.


    Our UK office is in the heart of London, walking distance from the Victoria underground station. iRobot is headquartered in Bedford, Massachusetts. We also have offices in California, Japan, China & Hong Kong. Imagine the future you could help us build as a fellow iRoboteer! Check out #LifeAtiRobot and follow us on Instagram: @irobotcareers


    iRobot is an Equal Opportunity Employer



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