Bertazzoni is a sixth-generation Italian family-owned appliance brand, designing and manufacturing premium kitchen appliances since 1882. In North America we import, distribute, and support Bertazzoni products through a network of authorized dealers and service providers across the US and Canada. We are growing our internal service capability and this role is a key part of that investment.

This is primarily a technical support role. You will be the first point of contact for Bertazzoni’s authorized service providers across the West territory — answering the inbound technical support line, diagnosing appliance issues remotely, and guiding technicians to resolution via phone or video call. The goal is to resolve as many cases as possible without requiring a physical site visit.

When remote resolution is not possible, you will be deployed in the field for on-site intervention — performing complex repairs, conducting customer education visits, and supporting service providers directly. The role is based in the Northern California / Sacramento / Central Valley and requires easy access to San Francisco and the greater Sacramento area.

Technical Support Line (Primary)

• Staff Bertazzoni’s inbound technical support phone line during business hours, fielding calls from authorized service providers across the West territory
• Diagnose appliance issues remotely using detailed symptom descriptions, photos, and video calls with on-site technicians
• Identify correct parts, provide step-by-step repair guidance, and confirm resolution without requiring a site visit wherever possible
• Support internal customer care agents on product-specific questions escalated from first-line intake
• Maintain call logs and case notes in our CRM system (HubSpot)

Field Service (Secondary)

• Perform on-site diagnosis and repair of Bertazzoni appliances (ranges, ovens, cooktops, refrigeration, dishwashers, ventilation) at customer homes when remote resolution is not sufficient
• Handle high-complexity repair cases that authorized service providers are unable to resolve independently
• Conduct customer education visits to help customers get the most from their Bertazzoni appliances

Service Network Support

• Build relationships with Bertazzoni’s authorized service providers in the West territory
• Conduct training sessions for servicer technicians on new product platforms and common failure modes
• Provide structured feedback on recurring failure patterns, parts availability issues, and service quality

Training & Installation Support

• Lead product training sessions for authorized servicers across the West territory — covering installation procedures, common failure modes, and repair techniques for all Bertazzoni appliance categories
• Develop and maintain training materials for the West servicer network including written guides, video walkthroughs, and hands-on workshops
• Support major builder and developer project installations in the West — working alongside contracted installation teams to ensure correct appliance setup and commissioning on large multi-unit projects
• Available for emergency product deliveries or parts runs to critical job sites when needed

Required

• 3+ years of hands-on field service experience on major home appliances (cooking, refrigeration, or dishwasher categories)
• Strong remote diagnosis skills — able to guide another technician to resolution over the phone or via video
• Experience with gas and electric/induction cooking appliances
• Clear, confident communicator — comfortable on the phone with both technicians and end customers
• Based in Northern California, Sacramento area, or Central Valley
• Valid driver’s license and clean driving record

Preferred

• Experience with premium or luxury European appliance brands
• Familiarity with CRM or service ticketing platforms
• Prior experience training or mentoring other technicians
• Ability to travel locally; access to a vehicle for occasional field work is preferred
• Valid driver’s license and ability to meet driving requirements for the role,
• Occasional field work, emergency parts pickups, or equipment transportation may be required (preferred but not mandatory)

• Work with premium, design-forward Italian appliances across a technically varied product portfolio
• A role with real ownership — you are the expert the team and the servicer network rely on
• Small, collaborative team with direct access to leadership
• Salary range $80,000 – $100,000 per year, commensurate with experience, plus a comprehensive benefits package including health, dental, vision, 401(k), and paid time off

Bertazzoni North America is an equal opportunity employer and does not discriminate on the basis of race, color, religion, sex, gender identity, sexual orientation, national origin, age, disability, or any other protected characteristic under applicable law.

Application Requirements

Please answer the following questions in the notes field. Only applications that include these details will be considered:

1. What are your base salary expectations for this role?

2. Bertazzoni North America is a small, fast-moving team where this role is the operational hub — with few direct reports, high ownership, and direct visibility to senior leadership. What draws you to this type of environment, and what in your background makes you confident you can thrive in it?

Individual contributor — US West region primary, with visibility across all NA regions

Application Requirements

Please answer the following questions in the notes field. Only applications that include these details will be considered:

1. What are your base salary expectations for this role?

2. Bertazzoni North America is a small, fast-moving team where this role is the operational hub — with few direct reports, high ownership, and direct visibility to senior leadership. What draws you to this type of environment, and what in your background makes you confident you can thrive in it?

Role overview

Bertazzoni North America is the commercial subsidiary of Bertazzoni S.p.A., a 6th-generation Italian family appliance brand. We import, distribute, and provide after-sales support for premium Italian kitchen appliances across the US and Canada through a network of dealers, showrooms, and builders.

The Operations Manager is the central execution hub of the NA business. This is a hands-on individual contributor role — not a team management position. The successful candidate will take full ownership of the operational machine: order flow, warehouse and 3PL coordination, outbound logistics, transport partner management, returns and carrier claims, and ERP data accuracy. They ensure that operations run reliably and that exceptions are resolved fast, without requiring escalation to senior leadership.

The Director of Operations & Transformation focuses on systems design, digitalization, and strategic initiatives. This role is the operational owner who keeps the day-to-day running independently — and who has the potential to grow into a broader leadership position as the business scales.

Key responsibilities

1. Order management & fulfillment

• Manage end-to-end order execution for the US market — from intake through allocation, release, and shipment
• Coordinate order allocation and manage exceptions including backorders, partial shipments, and priority orders
• Support Lucia (Inside Sales Manager) in maintaining a reliable order intake flow and flagging exceptions early
• Ensure accurate and timely deliveries across the West region and beyond
• Maintain accurate delivery address management and dealer-specific shipping rules

2. Warehouse & 3PL coordination

• Own the end-to-end coordination with NFI (our 3PL in Lathrop, CA) for outbound order fulfillment
• Translate Sage X3 orders into accurate, timely fulfillment instructions — transitioning from the current manual Excel-email workflow to a structured Airtable-based process
• Be the primary point of contact for NFI — proactively managing issues, escalations, and SLA compliance
• Monitor inbound stock receipts, outbound shipment preparation, and inventory accuracy at Lathrop
• Access and interpret WMS reports from the SCIportal (IBM Cognos) to maintain daily operational visibility

3. Logistics & transport partner management

• Coordinate daily with our two transport partners:

• Glen Raven (LTL broker, PNW and SoCal) — monitor delivery performance and manage quality issues
• Appliance Logistics Specialists (milk run, West region) — manage cutoff schedules, proactively communicate ETAs to dealers

• Support the evaluation and potential onboarding of JB Hunt as a last-mile partner
• Ensure proper shipment documentation and tracking across all transport modes
• Work within a 3PL-agnostic operational framework — processes must not be built around a single provider

4. Returns (RA) & carrier claims management

• Manage Return Authorizations (RA) for damaged or defective products end-to-end
• Coordinate product returns, replacements, and reverse logistics flows
• Handle carrier claims for transportation damages:

• File claims with carriers promptly
• Collect and organize supporting documentation (photos, BOLs, PODs)
• Follow up through resolution and reimbursement

• Track and report claims performance to ensure cost recovery and identify recurring patterns

5. ERP management (Sage X3) & data integrity

• Maintain and update Sage X3 with accurate operational data: orders, shipments, inventory movements, returns, and adjustments
• Ensure alignment between physical operations and system records at all times
• Troubleshoot and resolve discrepancies between systems and operational reality
• Contribute to improving ERP usage and data accuracy as the system matures

Note: Sage X3 is managed by HQ Italy and is currently being implemented by a third-party software house. This role does not configure or develop the ERP — but is responsible for keeping the NA operational data within it accurate.

6. Supply chain & HQ coordination

• Coordinate with HQ Italy on finished product availability, inbound shipments, purchase orders, replenishment, and production timelines
• Own spare parts replenishment coordination with Encompass (our NA parts 3PL) — monitoring availability, identifying gaps against service demand, and placing replenishment orders proactively
• Coordinate with HQ Italy and RicambiNet on spare parts sourcing and OEM part availability when Encompass stock is insufficient
• Support procurement and supply planning for all categories — finished products, accessories, and spare parts — ensuring alignment between US operational needs and HQ supply capabilities
• Proactively flag supply risks, stockouts, or inbound delays across all inventory types to senior leadership

Note: All physical inventory movement — finished products, accessories, and spare parts — is an operations responsibility. The service team diagnoses and requests parts; operations owns the stock, the replenishment, and the Encompass relationship.

7. Inventory & stock control

• Monitor inventory levels and availability across all US locations — finished goods at NFI Lathrop, spare parts at Encompass, and any future cross-dock or regional stock points
• Own spare parts inventory health: track availability by part number, identify chronic stockouts, and drive replenishment before service operations are impacted
• Support allocation decisions and prioritization of available finished product stock
• Identify and escalate risks proactively — stockouts, imbalances, slow-moving inventory, damage — across all inventory types
• Contribute to the ongoing work of cross-referencing Encompass part numbers to HQ technical codes and BOMs — this mapping is essential for accurate availability visibility and is an active data project
• Maintain inventory accuracy and reporting across all locations and categories

8. Invoicing & operational finance support

• Ensure alignment between shipped orders and invoiced transactions
• Support invoicing processes and reconciliation with finance
• Track the financial impact of returns, damages, and carrier claims
• Coordinate with Bill.com for AP processing to servicers and operational vendors

9. Process documentation & knowledge management

• During the first 90 days: lead a structured knowledge transfer with the outgoing Operations Manager to document all undocumented processes, supplier contacts, escalation paths, and institutional knowledge
• Maintain and continuously improve standard operating procedures (SOPs) for all operational workflows
• Ensure no process lives only in one person's head — operational continuity is a core responsibility of this role

10. Continuous improvement

• Support implementation of process improvements and operational tools in close coordination with the Director of Operations & Transformation
• Reduce manual work and errors by adopting structured workflows as they are rolled out
• Contribute to building scalable, documented operations as the business grows toward its $100M ambition

What this role is not

To set expectations clearly:

• This is not a team management role. You will not have direct reports. You will coordinate with external partners and internal stakeholders, but execution is yours.
• This is not an ERP ownership or IT architecture role. Sage X3 is managed by HQ Italy. The Director of Operations owns systems design and transformation. You implement and operate what is built, and contribute operational feedback on what works.
• This is not a strategy role. Your impact is measured by operational reliability — things running smoothly, exceptions handled fast, partners managed proactively, data kept accurate.

Context you need to succeed

A few things that make this role unusual — and that the right candidate will find energising rather than frustrating:

• HQ is in Italy. Sage X3 is on-prem there, still being implemented. You will not have full ERP control, and some coordination happens across time zones. Comfort with international HQ dynamics is important.
• We are in active transformation. Some processes you inherit will be manual and email-based. Part of your job is to operate them reliably while helping transition them to better workflows — not to wait for perfect systems before taking ownership.
• NFI is a critical but constrained partner. A full EDI integration was cost-prohibitive. You will work with portal-based WMS data and structured coordination workflows instead.
• The outgoing Operations Manager holds significant undocumented institutional knowledge. Absorbing this quickly and converting it into documented process is one of the most important things you will do in your first 90 days.
• This role has a growth path. As the business scales and operations mature, there is a clear opportunity for the right person to grow from operational executor into a broader operations leadership role.

Key performance indicators

Qualifications

Required

• 5–8 years of experience in operations, logistics, or supply chain — ideally in consumer goods, home goods, or a distributed import/distribution business
• Demonstrated experience managing 3PL relationships and outbound fulfillment operations
• Hands-on experience with returns management and carrier claims — filing, documenting, and recovering
• Familiarity with ERP systems in an operational context (Sage X3 or equivalent) — data entry, order management, inventory updates
• Comfortable working with cloud-based operations tools (Airtable, HubSpot, or similar)
• Strong Excel and data skills — able to interpret WMS reports, build operational trackers, and spot anomalies
• Highly organised, detail-oriented, and reliable under repetitive operational pressure
• Clear written and verbal communicator — able to coordinate effectively with external partners and international HQ
• Proactive escalation instinct — knows when to solve independently and when to flag

Preferred

• Experience with LTL logistics, last-mile delivery coordination, or milk run scheduling
• Experience managing spare parts inventory and replenishment — ideally in an after-sales or field service context
• Familiarity with parts fulfilment platforms or 3PL parts operations (e.g. Encompass or similar)
• Experience with IBM Cognos or similar WMS reporting portals
• Background in a small, fast-moving team where you were the operational owner, not one of many
• Italian language skills — useful for HQ coordination, but not required

First 90 days

Bertazzoni North America is a small, ambitious team operating at the intersection of a premium Italian heritage brand and a rapidly evolving US market. This role offers genuine ownership, direct access to senior leadership, and a clear growth path — for someone who thrives on operational reliability, takes pride in keeping the machine running well, and wants to build something durable

"What are your base salary expectations for this role?"

“Bertazzoni North America is a small, fast-moving team where this role is the operational hub — few direct reports, high ownership, and direct visibility to senior leadership. What draws you to this type of environment, and what in your background makes you confident you can thrive in it?”

Please answer the following questions in the notes field. Only applications that include these details will be considered:

What are your base salary expectations for this role?

Bertazzoni North America is a small, fast-moving team where this role is the operational hub — with few direct reports, high ownership, and direct visibility to senior leadership. What draws you to this type of environment, and what in your background makes you confident you can thrive in it?