Photo caption: A female technician services a commercial laundry machine, inspecting internal components to maintain performance and prevent unexpected breakdowns
In an industry where service leadership roles have historically been dominated by men, two women are helping reshape what technical leadership looks like in commercial laundry. Jennifer Gonzales, Service Lead for Maytag Commercial Laundry, and Jackie McFeely, National Service Leader for Maytag Distributor, Dependable Laundry Solutions in Australia, represent a rare dynamic, women leading service organizations on both the manufacturer and distributor sides of the business.
Their stories highlight something often overlooked in technical industries: great service leadership isn’t just about machines. It’s about people, problem-solving and great collaborations.
Two Paths in Commercial Laundry, One Purpose
Jennifer’s career has been driven by a lifelong curiosity about how things work. That mindset carried her through roles in manufacturing, engineering and service operations before she stepped into her current role overseeing Maytag Commercial Laundry service support globally.
Her work focuses on supporting Maytag distributors, improving product serviceability and ensuring customers receive consistent support across markets.
“Service leadership always comes back to the customer,” Jennifer explains. “Every manufacturer has challenges at some point. What matters is how you respond, how you support the people in the field and how you make it easier for technicians to solve problems.”
Jackie’s path into service leadership began in the domestic appliance industry in Australia, where she started in an entry-level role and steadily moved into service management positions. Early in her career, supportive mentors encouraged her to spend time in the field with technicians and learn the technical side of the business.
“I always wanted to understand how things worked,” Jackie says. “When I had the opportunity to go out with technicians and learn the technical side, I jumped at it. The more I learned, the more I realized I loved the problem-solving part of service.”
Today she leads service operations across Australia for Dependable Laundry Solutions, supporting commercial laundry customers across a vast and often remote service landscape.
Service Leadership Beyond the Washing Machine
Both women emphasize that service leadership goes far beyond fixing equipment. For Jennifer, the role includes building strong service networks and ensuring technicians have the tools and training they need to succeed.
“It really comes down to the people,” she says. “If you have good people with strong customer instincts who want to learn, you can teach the technical side. But you can’t teach someone to care about solving the customer’s problem.”
Jackie sees service leadership from the field perspective, supporting technicians while also helping customers understand how to properly maintain their equipment.
“A lot of the time machines break down because no one ever explained how to look after them,” Jackie says. “Part of our job is educating customers so small issues don’t turn into big repairs.”
That proactive approach becomes especially important in Australia, where customers can be hundreds of kilometers away from the nearest technician.
“We have to think differently about service,” she explains. “Sometimes we’re helping customers troubleshoot over the phone or guiding them through small repairs themselves because of how remote some locations are.”
The Power of Commercial Laundry Manufacturer–Distributor Collaboration
One of the most unique aspects of Jennifer and Jackie’s story is the relationship between Maytag and Dependable. Their roles illustrate how manufacturer insight and field execution work together to create stronger service outcomes.
Jennifer focuses on service strategy, product design and technician support at a global level, while Jackie translates those standards into real-world execution across Australia.
That collaboration helps identify issues faster, improve training and ensure technicians in the field have the information they need to resolve problems quickly.
“We talk constantly,” Jackie says. “If there’s an issue, we work through it together. The goal is always the same, fix the problem and make sure the customer is taken care of.”
And, Jennifer agrees, “When the manufacturer and the distributor are aligned, problems get solved faster,” she says. “You’re combining engineering insight with real-world experience, and that benefits the customer directly.”
Women in Technical Leadership
Despite their success, both women acknowledge that senior service leadership roles for women remain rare in the industry.
“Service and technical roles have traditionally been male dominated,” Jackie says. “For a long time, women were steered into administrative roles instead of technical ones.”
Jennifer believes many women simply don’t realize these careers are available to them. “A lot of women have the skills that make great service leaders, curiosity, problem-solving and the ability to work with people,” she says. “They just don’t always see themselves in these roles.”
Both women say greater visibility and encouragement are key to changing that dynamic.
“It starts with showing people what’s possible,” Jackie says. “When women see others doing these jobs, they realize they can do it too.”
Building the Next Generation of Commercial Laundry Technicians
Another challenge both leaders see is attracting new talent into service careers. Across many technical industries, more technicians are retiring than entering the field. Jennifer believes the industry must make service positions more accessible and appealing to younger generations.
“We need to show people that these careers are meaningful,” she says. “You’re solving problems, helping businesses run and learning new skills every day.”
Jackie agrees and believes women should be part of that future. “If you enjoy figuring things out and working with people, there’s no reason you can’t succeed in this field,” she says. “It’s not about whether you’re a man or a woman. It’s about being curious and willing to learn.”
Redefining the Future of Service
Jennifer and Jackie’s professional dynamic demonstrates how technical expertise and human connection intersect in service leadership. Their work keeps laundromats, hotels and other businesses operating smoothly, often behind the scenes.
But their impact goes beyond the machines they help maintain. By stepping into roles rarely held by women in the industry, they are quietly expanding what leadership in commercial laundry can look like.
And for the next generation considering careers in technical fields, that example may be just as important as the service itself.
