Field Service Manager

"  POSITION OVERVIEW: 
 
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. 
   
ESSENTIAL JOB SKILLS/DUTIES: 
 
Analysis, Strategic Planning, and Execution 
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). 
  
Service Provider Development / Drive Performance 
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. 
Service Provider System Integration / App Usage: 
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. 
  
Soft/Leadership skills: 
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 
 
EDUCATION AND EXPERIENCE:  
Required Education and Experience  
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. 
Must have a successful track record of managing complex projects, managing vendor relationships, and the coordination of cross-functional efforts.   
Must be experienced and comfortable working in a fast-paced entrepreneurial environment and able to deal well with change and ambiguity. 
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. 
 
Preferred Education and Experience  
College degree or equivalent experience required-advanced degree(s) or certification (s) preferred 
Experience in managing & developing sub-contractor relations (service network experience preferred). 
  

TRAVEL REQUIREMENTS: 
Travels: Yes  
Percent of time: 50% 
Overnight required: Yes 
 
 
NOTE: THIS JOB DESCRIPTION IS NOT DESIGNED TO COVER OR CONTAIN A COMPREHENSIVE LISTING OF ACTIVITIES, DUTIES OR RESPONSIBILITIES THAT ARE REQUIRED OF THE EMPLOYEE. DUTIES, RESPONSIBILITIES, WORKING CONDITIONS, PHYSICAL DEMANDS, AND ACTIVITIES MY CHANGE OR NEW ONES MAY BE ASSIGNED AT ANY TIME WITH OR WITHOUT NOTICE.  
ASURION PROVIDES EQUAL EMPLOYMENT OPPORTUNITIES TO ALL EMPLOYEES AND APPLICANTS FOR EMPLOYMENT AND PROHIBITS DISCRIMINATION AND HARASSMENT OF ANY TYPE WITHOUT REGARD TO RACE, COLOR, RELIGION, AGE, SEX, NATIONAL ORIGIN, DISABILITY STATUS, GENETICS, PROTECTED VETERAN STATUS, SEXUAL ORIENTATION, GENDER IDENTITY OR EXPRESSION, OR ANY OTHER CHARACTERISTIC PROTECTED BY FEDERAL, STATE OR LOCAL LAWS. 
 
THIS POLICY APPLIES TO ALL TERMS AND CONDITIONS OF EMPLOYMENT, INCLUDING RECRUITING, HIRING, PLACEMENT, PROMOTION, TERMINATION, LAYOFF, RECALL, TRANSFER, LEAVES OF ABSENCE, COMPENSATION AND TRAINING. "