Field Service Manager

Asurion; United States; Remote; USD 60,000 - 100,000; Full time

Job summary

An established industry player is seeking a Field Service Manager to enhance consumer experiences across various services. This role involves managing service networks, negotiating with providers, and ensuring compliance with service level agreements. The ideal candidate will have a strong background in the service industry, excellent analytical abilities, and exceptional communication skills. With a focus on operational excellence, this position offers opportunities for growth and improvement while maintaining strong relationships with both internal and external stakeholders. If you're driven and passionate about delivering exceptional service, this is the perfect opportunity for you.

Qualifications

• 5+ years of experience in the service industry with a focus on managing service technicians.
• Strong analytical skills to identify opportunities within data and reporting.

Responsibilities

• Manage the service network for in-home service events across multiple product categories.
• Negotiate service call rates and manage relationships with service providers.

Skills

Service industry experience

Team management

Analytical skills

Organizational skills

Communication skills

Education

Business or related college degree

Tools

Microsoft Office

Mapping software

Job description

The Field Service Manager (FSM) is responsible for ensuring an excellent consumer experience for all Asurion customers and clients across multiple industries and businesses. The FSM supports the Asurion retail sales organization and provides after-sales technical support for consumers of Asurion services. Key responsibilities include analyzing business needs, building action plans, hiring, terminating, negotiating, and performance managing service contractors within the assigned territory. The FSM acts as the primary professional representative of Asurion to external entities. While managing all service activity within the territory, the FSM seeks opportunities to minimize overall cost to serve by planning and executing activities within the region, ensuring provider compliance to support client contractual obligations, and mitigating legal and risk concerns.

Location: Remote, with 20%–50% travel required for regional meetings and events.

ESSENTIAL DUTIES AND RESPONSIBILITIES

1. Manage and enhance the service network supporting in-home service events across all product categories and industries, including warranty contracts and out-of-warranty services.
2. Ensure sufficient service personnel capacity to meet demand, monitor coverage, and recruit service companies as needed.
3. Assist in resolving service provider incidents and consumer service issues within the region.
4. Negotiate service call rates with new and existing providers.
5. Manage the performance and relationships of service providers and vendors, including regular performance reviews.
6. Develop and implement service improvement and growth plans.
7. Ensure providers adhere to processes meeting client Service Level Agreements (SLAs).
8. Identify training needs and develop training materials.
9. Seek opportunities for customer service and cost containment improvements, demonstrating a relentless pursuit of excellence.
10. Act as the business and subject matter expert on service procedures.
11. Communicate complex information clearly to diverse audiences.
12. Conduct on-site audits of service centers covering compliance, claim validity, and operational procedures.
13. Travel regionally 20%–50% and attend meetings and activities.
14. Attend major trade shows to promote and support current business needs and new programs.
15. Build and maintain strong internal and external customer relationships by understanding and creating value for their needs.
16. Perform other duties as assigned.

KNOWLEDGE/SKILL REQUIREMENTS

• Minimum 5 years of experience in the service industry.
• Experience managing service technicians.
• Strong team orientation and collaboration skills.
• Analytical skills to identify opportunities within data and reporting.
• Ability to manage multiple tasks in a fast-paced environment.
• Self-motivated, self-managed, and driven.
• Strong organizational and time management skills.
• Proficiency in Microsoft Office and mapping software.
• Excellent oral and written communication skills.
• Business or related college degree preferred.