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GE Appliances
Emerging Products Senior Service Manager in Louisville, KY
GE Appliances
Emerging Products Senior Service Manager in Louisville, KY
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GE Appliances
Emerging Products Senior Service Manager in Louisville, KY
GE Appliances
Emerging Products Senior Service Manager in Louisville, KY
GE Appliances
Emerging Products Senior Service Manager in Louisville, KY
GE Appliances
Emerging Products Senior Service Manager in Louisville, KY
Featured Employers
Emerging Products Senior Service Manager
Company: GE Appliances
Location: Louisville, KY
Employment Type: Full Time
Date Posted: 03/06/2021
Expire Date: 04/05/2021
Job Categories: Accounting/Auditing, Advertising/Marketing/Public Relations, Real Estate, Sales, Executive Management, Research & Development, Energy / Utilities
Job Description
Emerging Products Senior Service Manager

Job Location

USA, Louisville, KY

Job Posting Title

Emerging Products Senior Service Manager

The Challenge

GE Appliances Emerging Products Service Manager (EPSM) is responsible for building out & managing the Service processes for the new GE Appliance products. Offers consistent support to these Distributors/Dealers and End-Users, ensuring the customers needs are fulfilled. Responsibilities include all aspects of support processes, monitoring, investigating, Technical Training setting, and providing in-depth reporting on in-field performance of all assigned products. Utilizing their account management, network management, leadership skills and service industry knowledge. The EPSM will provide guidance, advice and assistance to their assigned service center partners, partnering with the CCSM in the market. The EPSM will assist the National Service Director in various other areas as determined and assigned. This position is located in Louisville, KY at Appliance Park.

What you will Do

Essential Results-Based Duties

30% Time Spent:

- Responsible for developing and organizing in-depth technical training for the GE Emerging Product field service network. (includes Customer Care, Distributors, Dealers, Property Management, Parts Distributors, Field Service Techs

- Collaborates with Technology, Operations, Product Management, TAG and Field Service to obtain information required to develop training materials on all aspects of product service. Only collecting the material, this role will not perform product training.

- Contributes to team planning for both training and development schedules.

- Provides support at Business & Trade Shows, internal sales meetings, and external road shows when required.

- The EPSM will compile, edit, and gather accurate data and information to develop technical, operational and strategic reports, assuring they are legible and delivered on time.

- Ensures service partners are fully supported in all technical and procedural areas and that these partners are satisfied with GEAs service and support.

- Familiarity with latest technical information, bulletins, and service programs.

70% Time Spent

- Ability to look at the big picture. Building unique service processes to support the business in becoming the best in industry service.

- Improve service coverage in the nation, recruiting for coverage gaps. Working closely with the Customer Care Team business functions. (ASI, Louisville HQ, and field CCSMs)

  • Working with the Customer Care ASI service support team, to support the new products

- Working closely with the Operational and Strategic groups in Head Office and the ASI team.

  • Escalates operational issues and reports pertinent data to head office management, and HQ service operations.
  • Performs other duties as directed by Head Office leadership.

- EPSMs function is to be fully engaged with activity in the nation, having a comprehensive working knowledge of their Service Center accounts, operating issues, competitive landscape, and strategic outlook.

- Manages regional performance by assisting GEA Service Centers in achieving and maintaining Key Performance Indicators (KPIs).

- Conducts regular meetings and on-site visits with service partners to perform process improvement tasks, gather, disseminate information, and perform standard audits.

  • Service Center Audits to include: - Compliance with GEAs policies and procedures
  • Creates detailed reports which include: Surveying service partners, researching databases, performing on-site visits, obtaining samples, and researching potential solutions.
  • Gather industry and competitive data - Partner development and personnel relationship building - Observing the business and service practices of the service partners.
  • Makes recommendations to improve their efficiency, productivity in internal processes and technician performance - Monitoring their Performance Management (KPI) matrix.
  • Reviews their assigned independent servicer A/R to minimize potential delays in service.

- Utilizes experience to assist & develop other field service personnel, which includes accompanying field service personnel on routine servicer visits and providing second tier support as required.

- Empowered to make on the spot decisions based on the situation at hand to maximize customer satisfaction, within acceptable corporate guidelines.

- Supports assigned service centers with relevant coaching and mentoring in specific product lines, administrative processes, technician productivity and efficiencies.

- Supports GEAs Sales, Marketing and Dealer support teams as needed to ensure end user customers service is being handled efficiently.

What you need to Succeed

Minimum Qualifications:

  • Minimum of 7 Years Service Process Experience (B2B or B2C).
  • Aligning Service with Sales mentality.
  • Strong proficiency in Microsoft Excel, Power Point, & Word
  • Analytical thinker with ability to analyze large data sets to arrive at actionable conclusions.

Preferred Qualifications:

  • Knowledge in constructing claim Administration Training.
  • Ability to build best in class service processes, aligned with a new business.
  • Analytical thinker with ability to analyze large data sets to arrive at actionable conclusions.
  • Experience gathering reports, KPIs and providing data analytics around the performance of service partners.
  • Excellent interpersonal and communication skills
  • High energy level; strong coaching/mentoring skills
  • Organized individual with demonstrated ability to execute projects
  • Ownership Experience focused

Working Conditions:

  • Working conditions are normal for an office environment.
  • Work may require occasional weekend and/or evening work
  • Up to 75% domestic travel required for visits to customer sites/ plants, etc.
  • Position is located in Louisville, KY at Appliance Park

Relocation may be provided

GE Appliances is an Equal Opportunity Employer.  Employment decisions are made without regard to race, color, religion, national or ethnic origin, sex, sexual orientation, gender identity or expression, age, disability, protected veteran status or other characteristics protected by law.

Contact Information
Contact Name:
Company Name: GE Appliances
Phone Number:
Contact Email:
Website: https://careers.geappliances.com/jo...
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