Sr. Services Manager

TCL Electronics Products; California (MO); On-site; USD 80,000 - 100,000; Full time

Job description

We are currently looking for a Sr. Service Manager to join our Customer Advocacy team located in Irvine, CA. The Sr. Service Manager will develop and manage all aspects of TCL’s HVAC service repair and HVAC training operations, ensuring that the utmost care is given to our customers. Working with both internal and external partners, this position will lead TCL’s efforts to provide a seamless, customer-friendly, service experience for TCL’s current and future products.

Responsibilities include, but not limited to:

• Develop, lead and manage TCL’s service providers, VAR’s, and service network, which perform depot repair, refurbishing, fulfillment, parts distribution, onsite service and returns. This includes, but is not limited to, quality control, contract preparation, search and onboarding new partners, project management, process documentation, performance management and continuous improvement.
• Create service processes to ensure best-in-class service while also ensuring optimum cost control.
• Draft service agreements and provide input for overall agreements that involve HVAC service and/or returns.
• Lead, mentor and continually develop a team of technical services engineers and analysts.
• Assist with management of parts and whole unit inventory across all lines of business and product categories to ensure optimum service levels and cost control.
• Lead the product services life cycle from NPI to EOL and identify opportunities for product improvement.
• Define and implement necessary systems, metrics and controls to effectively manage operations.
• Onboard and provide continual support for third-party service providers, and partners to prevent and resolve customer issues.
• Serve as an escalation point for critical customer issues. Coordinate with appropriate partners to manage issues to resolution and as needed, communicate directly with customers.
• Review and analyze data from multiple sources and present discoveries and recommendations.
• Serve as service lead for all HVAC service-related functions.
• Work closely with TCL leadership, Support Managers and Quality team to align processes and ensure a seamless customer experience.
• Review and approve service claims and associated service costs.
• Ability to travel approx. 20%.

Education & Experience:

• Bachelor's degree in related field. Alternative degrees or extensive work experience in relevant industries will be considered.
• Excellent verbal and written communication skills.
• Must be organized and proficient in time management.
• Comfortable interacting with all levels of the organization, front line to executives.
• Must have a “can do” attitude and thrive working in a fast-paced environment.
• Must have a minimum of 5yrs prior HVAC/Mini-Split management experience.