Field Service Manager

The Field Service Manager (FSM) is responsible for ensuring excellent consumer experience for all Asurion customers and clients across multiple industries and businesses. The FSM endeavors to support the Asurion retail sales organization and provide after-sales technical support for consumers of Asurion service. Analyzing business needs and building action plans to meet those needs as well as hiring, terminating, negotiating and performance managing service contractors within the assigned territory are the key responsibility of this position. The FSM will fill the role of being the primary professional representative of Asurion to all external entities. While managing all service activity within the territory the FSM will seek out opportunities to minimize overall cost to serve by planning and executing activities within the assigned region along with ensuring each provider is fully compliant in order to support client contractual obligations and well as to mitigate legal and risk concerns.

ROLE PURPOSE

The Field Service Manager (FSM) is responsible for ensuring excellent consumer experience for all Asurion customers and clients across multiple industries and businesses. The FSM endeavors to support the Asurion retail sales organization and provide after-sales technical support for consumers of Asurion service. Analyzing business needs and building action plans to meet those needs as well as hiring, terminating, negotiating and performance managing service contractors within the assigned territory are the key responsibility of this position.  The FSM will fill the role of being the primary professional representative of Asurion to all external entities. While managing all service activity within the territory the FSM will seek out opportunities to minimize overall cost to serve by planning and executing activities within the assigned region along with ensuring each provider is fully compliant in order to support client contractual obligations and well as to mitigate legal and risk concerns.

ESSENTIAL DUTIES AND RESPONSIBILITIES

• Responsible for managing and enhancing service network that supports in home service events across all product categories and industries. (Asurion warranty contracts, OEM warranty coverage, and out of warranty)
• Ensure service personnel capacity is in place to meet service demand and maximize service options. This includes consistent monitoring of coverage and capacity to identify gaps and recruiting and hiring service companies in order to meet the business demand.
• Provide assistance in resolving service provider incident and consumer service issues within region.
• Negotiate service call rates with new and existing service providers
• Manage the performance, business activities, and relationships of Service Providers and vendors. Manage the daily, weekly, and monthly performance of service providers.
• Develop servicer improvement/growth plan
• Ensure that our providers adhere to processes that meet client’s Service Level Agreements.
• Identify training needs and develop and administer training material
• Seek out & aggressively pursue areas of opportunity for improvement in customer service & cost containment. Demonstrates a relentless pursuit to excel beyond past success
• Act as the business and subject matter expert with all procedures that involve the service process.
• Communicate to a large audience complex and detailed information that fosters comprehension.
• Perform service center on site audits that would include compliance, claim validity, use of status & sub status, tech in & tech out, and valid product/brand/zip/availability coverage. Tech ride-a-longs.
• Travel throughout region 20% – 50% as well as travel to meetings and other activities.
• Attend major trade shows as needed (CES, NESDA, USE, PSA, NARDA, SAG, PSOCA, etc.) to promote/support current business needs, new programs and ensure that Asurion remains in the forefront of the service industry.
• Develops and maintains strong internal/external customer/client relationships by identifying their needs and excelling at creating value in meeting those needs.
• All other duties as assigned.

KNOWLEDGE/SKILL REQUIREMENTS

• 5 years minimum experience in service industry
• Service Technician Management Experience
• Strong team orientation and team contributor. Create conditions that foster partnerships and mutual support
• Strong analytical ability, must be able to see opportunities within data and reporting
• Must live within the assigned service region
• Ability to manage multiple tasks in a fast paced environment
• Self-motivated, self-managed, & driven; ability to work effectively when unsupervised
• Demonstrate profound sense of ownership; accepts responsibility for performance outcomes and results.
• Strong in organizational and time management skills.
• Microsoft Office skills including Word, Excel, Mapping software
• Strong oral and written communication skills with both large and small audiences
• Business or related College degree preferred