Field Service Sr. Manager ASC

LG Electronics   •  

Huntsville, AL

Industry: Retail & Consumer Goods

  •  

11 - 15 years

Posted 152 days ago

This job is no longer available.

Position Summary

This position is responsible for the Eastern US operations of the Service Network and thus the candidate should possess strong negotiation, analytical, time management and process improvement skills, which will be utilized to improve the performance of the Service Network. This position reports directly to the Director of Field Service.
This position will be responsible for the development, performance and oversee the day-to-day operations of their Regional Service Quality Managers. The position will be directly responsible for staff development in the areas of quality and productivity and as such the ideal candidate will possess strong leadership, coaching and motivational skills. This position will require periodic travel for the purpose of their Regional Service Network relations building, network management and new business development. This position will also be responsible for negotiating to manage costs with our service providers.

Key Responsibilities

  • Regional Service Quality Manager: Weekly, Monthly and Quarterly Review
  • Performance Improvement Plans
  • KPI Goal Setting
  • Business Review: Weekly and Monthly
  • Warranty Management: Warranty training, auditsupport, claim validation, payment
  • Recruiting: Responsible for obtaining service providers to provide sufficient coverage for assigned area
  • Escalations: Provide support to resolve escalated customer situations by co-working withinternal departments
  • Training: LG systems and policy, technical support resources, customer service best practices
  • Pending Management: Proactive management of pending calls with intention to reduce turn-around time, improve customer satisfaction, and reduce buy backs.
  • Account Management: Manage zip codes, labor rate, profile setup, availability

Education/Experience (related experience)

  • Bachelor's degree in a business related field with equivalent work experience
  • Minimum 10 years of service industry experience preferably in a field service organization
  • Ability to set clear expectations and deliver performance feedback
  • Enhanced knowledge of MS Office including Excel, Word, and PowerPoint
  • Vendor or account management experiencerequired
  • Ability to work independently and to travel up to 30%

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