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Field Operations Specialist
4 months ago
Job Details
Purpose:
This position is responsible for developing, training, supporting and ensuring all Installation and Service procedures throughout the national RbA network. This position must collaborate with a broad cross-section of RbA departments and business associates including retail affiliate management, product development, factory quality, installation crews, service technicians and external contractors. Additionally, data analysis and knowledge development which focus on identifying and prioritizing product quality improvement needs and network process efficiencies are central to the position. These responsibilities will be achieved while supporting and representing the Brand and Brand promise through signature service, while delighting our internal and external customers.
Responsibilities:
-Participate, commercialize and lead in the development and facilitation of training programs and workshops for operation, installation, service and administrative leaders and technicians to improve their process and efficiencies.
-Develop and commercialize educational materials to foster self-sufficiency through "The Link and "RenewU" to support operation, installation, service and administrative leaders and technicians
-Lead and develop a field operations service/resolution program that will drive affiliate accountability as well improve and standardize the field operations team process.
-Measure, drive and communicate efficiencies around remake, backlog, first time through, NPS excellence and first time through service through business intelligence, rbi, Medallia, and rForce.
-Builds cooperative relationships with Renewal business units, field operations, manufacturing, RD&I, engineering, IT and retail locations from a customer focused and installation/service perspective
-Collaborate with Regional Affiliate Management Teams to evaluate retail operation performance regarding Renewal retail agreements, policies, processes and standards linked to installation, product quality, signature service, and customer experience.
-Work directly with RbA retailers and homeowners to resolve installation/service process issues, in a measurable timeline in order to ensure a positive customer experience.
-Conducts periodic Installation/Service inspections through remote assessment as scheduled per complexity of the resolution.
-Actively participates in the development process for new products and line extensions to ensure that the needs of the customer are addressed in the development of new products
-May supervise installation and service personnel on large special assignment service projects, may lead cross functional teams.
-Other duties as assigned by supervisor.
Qualifications:
-College Degree in business or related field preferred, or an equivalent combination of education and experience.
-Five years national or regional field operations management experience.
-Five years construction / window & door business experience preferred.
-Minnesota State Class "A" Contractors license preferred.
-Field sales, customer service, technical writing and publication, process development, and training experience desired.
-Outstanding customer service skills, especially win/win problem solving and conflict resolution skills required.
-Strong written and verbal communication skills with the ability to build relationships at all levels.
-Travel up to 60% of time.
