[Hiring] Senior Consumer Service Manager @GE Appliances, a Haier company

Role Description

We are seeking a Senior Consumer Service Manager (CSM) to lead and support a team of approximately 47 nonunion, hourly major appliance repair technicians located across Salt Lake City, Denver, Seattle, and Portland. This is a work-from-home position with frequent travel throughout the region to conduct technician meetings, safety audits, training, and hands-on performance management.

• Effectively manages, coaches, and develops a dispersed workforce of 47 appliance repair technicians to ensure team objectives and goals are being carried out.
• Ability to motivate employees to meet daily targets by holding them accountable for performance and providing feedback as needed.
• Review metrics and customer feedback data to identify and create action plans to address performance opportunities.
• Coach employees on how to handle difficult conversations and complicated situations.
• Conduct regularly recurring team meetings with employees.
• Utilize effective problem-solving and conflict-resolution skills.
• Responsible for managing profits and losses for assigned areas.
• Displays extensive knowledge of industry standards and practices, achieve Safety compliance program/training & focus on Recordable Rates for workers comp.

Qualifications

• Bachelor’s Degree or seven years of equivalent work experience.
• Minimum of seven years of work experience.
• Minimum of two years of Supervisory experience of employees.
• Experience managing a Profit and Loss center or similar.
• Ability to travel up to 50%.
• Ability to work out of a home office.
• Excellent interpersonal, communication, teamwork, and facilitation skills.
• Strong business acumen.
• Primary residence should be within a commutable distance to the territories of Salt Lake City, Denver, Seattle, and Portland.

Requirements

• Experience managing a remote workforce.
• High level of personal accountability.
• Proven track record of getting results and achieving goals.
• Basic knowledge of Microsoft Office.
• Previous GE Appliances Factory Service or other appliance service experience.
• Supervisory experience of managing at least 20 or more employees.
• Experience managing approximately $3 million in costs.

Benefits

• Flexible work arrangements that balance the needs of the individual, team, and organization.