Field Service Manager

This is a fully remote position, open to applicants in United States.

📋 Description

• Ensure outstanding consumer experiences for Asurion customers and clients across various industries and sectors.

• Act as Asurion’s primary professional representative to external service organizations.

• Recruit and oversee a network of qualified service providers.

• Plan and implement activities within the designated region to fulfill client commitments, internal quality standards, and cost targets.

• Monitor customer experience, financial performance, service delivery, and coverage for assigned areas.

• Develop, document, execute, and track strategic and business plans.

• Engage with service providers to foster business relationships through visits and communications.

• Audit claims and analyze reports to identify areas for improvement.

• Assess and prioritize performance among independent service providers and OEMs.

• Provide constructive feedback and support for process enhancements for service providers.

• Conduct tech ride-along visits with key providers.

• Take ownership of regional performance and accept accountability for metric outcomes.

• Serve as the liaison between Asurion and assigned service providers.

• Identify emerging trends and relay feedback to Asurion leadership.

• Assist with recruitment activities for trade shows and site visits.

• Analyze results and promote providers that enhance financial performance, service delivery, or coverage.

• Provide training and support for ServiceBench.

• Assist with the onboarding and ongoing training of service providers.

⛳️ Requirements

• Proven and demonstrable leadership abilities.

• A minimum of 5-8 years of Operations Management experience or equivalent qualifications.

• Exceptional written and verbal communication skills with internal and external stakeholders.

• A successful track record in managing complex projects, vendor relationships, and cross-functional collaboration.

• Experience thriving in a fast-paced entrepreneurial setting while navigating change and ambiguity.

• Familiarity with call center technology, including ACD, workforce management agent productivity tools, and quality management systems.

• Proficient in the MS Office suite and mapping software.

• Capability to develop quarterly, annual, and long-term business plans.

• A college degree or equivalent experience is mandatory.

• Experience in managing and developing subcontractor relationships is preferred.

• Preferred experience in Major Appliance Industry / Service Technician Management.

• Must be able to travel up to 60%, with a travel requirement listed as 50%.

• Overnight travel is necessary.

🏝️ Benefits

• Comprehensive health and wellness benefits.

• Competitive salary with performance-based incentives.

• Opportunities for professional development and career advancement.

• Flexible work arrangements.

• Employee discounts and perks.