Field Service Manager

Asurion; Oregon; Hybrid; USD 110,000 - 140,000; Full time

Job summary

Asurion is seeking a Field Service Manager to ensure exceptional consumer experiences across multiple industries. You will recruit and manage a network of service providers, exceeding client obligations while minimizing cost, and travel regionally to optimize performance.

You will lead strategic plans, monitor customer experience and service delivery, and act as the primary liaison between Asurion and external providers to drive continuous improvement.

Qualifications

• Requires proven leadership skills and experience in operations management.
• Must have excellent written and verbal communication with internal/external customers.
• Experience managing complex projects, vendor relationships, and cross-functional coordination.
• Proficient with call center technology and related tools (ACD, WFM, quality systems).
• Ability to develop and execute strategic plans to improve performance metrics.

Responsibilities

• Lead field service strategy and manage a network of providers.
• Recruit and develop service providers to meet client contracts and cost goals.
• Travel up to 60% to visit providers and drive performance improvements.
• Monitor customer experience, financials, and service delivery for regions.
• Act as liaison between Asurion and service providers; lead process improvements.

Skills

Leadership

Strategic Planning

Communication

Vendor Management

Project Management

Analytical Thinking

Travel Readiness

Education

College degree or equivalent

Tools

MS Office

ACD

Workforce management

Quality management tools

Mapping software

Job description

" 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 ExecutionContinuously 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 nonverbalGood analysis; solves basic problemsManages time; takes direction from leaderBuilds relationships with teammatesBasic understanding of the products and services offeredAdaptable to change; manages change in work prioritiesContributing team member and pursues relationships to advance workProvides peer to peer feedback and inspires peers through engagement and team supportAccountable for own performance and supporting efforts of team, acting with a customer first mindset

EDUCATION AND EXPERIENCE

Required Education and ExperienceProven and demonstrable leadership skillsMinimum of 5-8 years Operations Management experience required or equivalent experienceDemonstrated 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) preferredExperience in managing & developing sub-contractor relations (service network experience preferred).

TRAVEL REQUIREMENTS

Travels: YesPercent of time: 50%Overnight required: YesNOTE: 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.