Requisition ID: 63268

ABOUT WHIRLPOOL CORPORATION

Whirlpool Corporation (NYSE: WHR) is a leading kitchen and laundry appliance company, in constant pursuit of improving life at home and inspiring generations with our brands. The company is driving meaningful innovation to meet the evolving needs of consumers through its iconic brand portfolio, including Whirlpool, KitchenAid, JennAir, Maytag, Amana, Brastemp, Consul, and InSinkErator. In 2023, the company reported approximately $19 billion in annual sales, 59,000 employees, and 55 manufacturing and technology research centers. Additional information about the company can be found at WhirlpoolCorp.com.

The team you will be a part of

The Field Service team performs emergency repair, preventative maintenance and installation on a 24/7 on-call basis with regional responsibility for electrical and/or mechanical equipment and systems. Performs on-site preventative maintenance, routine repair, and calibration after installation. Provides technical support and training to customers on operational or maintenance aspects of system equipment.

This role in summary

As an Area Service Manager at Whirlpool, you will be responsible for overseeing and optimizing,Service Partner Operations to ensure the highest quality of customer service. Your role involves supervising service teams, monitoring and enhancing service quality parameters, and providing support to service partners for efficient defect management and trade customer service. The ideal candidate will possess strong leadership skills, technical expertise, and a commitment to maintaining high customer satisfaction levels.

Your responsibilities will include

Supervision of Service Partner Operations:

● Oversee the performance of service teams and ensure adherence to Whirlpool 's service standards.

● Monitor and evaluate the efficiency of service partners in meeting service quality parameters.

Customer Service Quality Assurance:

● Ensure the quality of customer service provided by service partners, maintaining target Net Promoter Score (NPS).

● Regularly monitor and help improve service quality parameters, such as open product calls, same-day closures, and escalations.

Service Partner Support:

● Assist service partners in educating service engineers about handling customer interactions.

● Validate replacement calls and initiate the process from the service end.

Stock Management and Defect Resolution:

● Assist service partners in stock management for spare parts to ensure efficient defect management.

● Maintain trade partner satisfaction by providing timely resolution in case of defective products at the shop floor.

Trade Partner Interaction and Training:

● Conduct periodic stock checks at trade partner godowns and minimize stock defects and repair costs.

● Meet with trade partners to address concerns and provide training to service engineers.

Technical Support and Expertise Building:

● Provide technical support to service engineers to build expertise in specific product repairs and new products.

Accessory Sales Promotion:

● Promote the sales of accessories to enhance overall revenue and customer satisfaction.

Minimum requirements

● Bachelor's degree in a relevant field.

● Proven experience in service management, preferably in the home appliances industry.

● Strong leadership and team management skills.

Connect with us and learn more about Whirlpool Corporation

See what it's like to work at Whirlpool by visiting Whirlpool Careers (http://www.whirlpoolcareers.com/) . Additional information about the company can be found on Facebook (http://www.facebook.com/WhirlpoolCorp/) , Twitter (http://twitter.com/whirlpoolcorp) , LinkedIn (http://www.linkedin.com/company/whirlpool-corporation/life/) , Instagram (http://www.instagram.com/whirlpoolcorp/) and YouTube (http://www.youtube.com/user/WhirlpoolCorporation) .

At Whirlpool Corporation, we value and celebrate diversity. Whirlpool Corporation is committed to equal employment opportunity and prohibits any discrimination on the basis of race or ethnicity, religion, sex, pregnancy, gender expression or identity, sexual orientation, age, physical or mental disability, veteran status, or any other category protected by applicable law.