[Hiring] Field Service Manager @Asurion

Role Description

The Field Service Manager (FSM) is responsible for ensuring excellent consumer experiences for all Asurion customers and clients across multiple industries & businesses. The FSM will fill the role of being the primary professional representative of Asurion to all external service entities. The FSM will recruit and manage a network of qualified service providers who exceed both client contractual obligations and internal quality performance goals while minimizing overall cost by planning & executing activities within the assigned region.

Qualifications

• Proven and demonstrable leadership skills
• Minimum of 5-8 years Operations Management experience required or equivalent experience
• Demonstrated excellence in communication (written and verbal) with internal and external customers
• Experience with call center technology, including ACD, workforce management agent productivity tools, and quality management tools
• Proficiency with MS office suite and mapping software
• Ability to develop Quarterly, Annual & long-term business plans
• Major Appliance Industry / Service Technician Management Experience preferred

Requirements

• Continuously monitors Customer Experience, financials, service delivery, and coverage for assigned regions
• Develop and document strategic plans to continuously improve the top priority performance metrics
• Builds, executes, and monitors plans to achieve favorable business results (Test & Learn)
• Regularly visits/contacts service providers with the intention of promoting the business relationship
• Up to 60% Travel – Goal to visit top 100 providers at least once per year
• Leverages available reporting & audits claims to identify targets for improvement
• Compares & prioritize performance between Independent Service Providers and OEMs at a local level
• Delivers and attains regular feedback to service providers and process improvement
• Tech ride along visits with key providers to provide insight on process improvement and offer development
• Regional performance ownership; accepts responsibility for metric outcomes & results
• Acts as a liaison between Asurion & assigned service providers
• Identify emerging trends & push feedback to Asurion leadership
• Assists trade show/site visit recruiting activities within region
• Analyzes results and promotes providers which provide financial, service delivery, or coverage improvements
• ServiceBench training & support to ensure profiles properly reflect the providers status & availability
• Assist with onboarding & ongoing training support of service provider

Benefits

• Active listener; strong communication - verbal and nonverbal
• Good analysis; solves basic problems
• Manages time; takes direction from leader
• Builds relationships with teammates
• Basic understanding of the products and services offered
• Adaptable to change; manages change in work priorities
• Contributing team member and pursues relationships to advance work
• Provides peer to peer feedback and inspires peers through engagement and team support
• Accountable for own performance and supporting efforts of team, acting with a customer first mindset

Travel Requirements

• Travels: Yes
• Percent of time: 50%
• Overnight required: Yes