Field Service Manager

Asurion; United States; Remote; USD 120,000 - 170,000; Full time

Job summary

Asurion in the United States is seeking a Field Service Manager to ensure exceptional customer experiences across industries. You will lead a network of external service providers, recruit top vendors, and drive performance while controlling costs within your region.

Responsibilities include monitoring customer experience, financials, and service delivery; developing strategic plans to improve key metrics; and coordinating onboarding and ongoing training for providers.

Qualifications

• Experience leading operations in a fast-paced environment.
• Proven track record managing vendor relationships.
• Ability to develop strategic plans and execute.
• Excellent written and verbal communication.
• Willingness to travel up to 60% as needed.

Responsibilities

• Develop strategic plans to improve top metrics and service delivery.
• Recruit, manage, and optimize a network of service providers.
• Monitor customer experience, financials, and coverage.
• Visit providers and drive performance improvements.
• Coordinate onboarding and training for providers.

Skills

Leadership

Operations Management

Strategic Planning

Vendor Relationships

Cross-functional Collaboration

Education

Bachelor's degree or equivalent experience

Advanced degree preferred

Tools

MS Office

ACD

Workforce management tools

Quality management tools

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 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.

Asurionisa global tech solutions industry leader that creates a work culture where employees are valued, regardless of their level or position.Our products and services help nearly 300 million customers worldwide. The Asurion Way informs our values as colleagues and emphasizes that how we work matters just as much as the work itself.

Here’s how we practice the Asurion Way:

Customer First We provide our customers with excellent service through empathetic, helpful, and simple interactions. Our first step? To listen.

One Team We believe that our success depends on collaborating, staying humble, and embracing diverse viewpoints.

Divine Discontent We're not afraid to roll up our sleeves and do more. We start small, scale with success, and tap into our full potential to deliver the best products and services.

Act with Integrity We take ownership and pride in the work we do. We build trust-based relationships and do what's right-even when no one is looking.

Asurion is an equal opportunity employer. We hire the best available person for the job regardless of marital status, sex, gender orientation, age, religious belief, race, nationality and ethnic origin, color, or disability.