Sharp Electronics Corporation

Field Service Coordinator- Home Appliances

Job Location US-TN-Memphis
Posted Date 5 months ago(7/15/2021 1:30 PM)
Job ID
2021-6512
Category
Operations

Overview

Under the direction of the Manager of Customer Assistance Center (CAC), the Field Service Coordinator  ( Network Operations (SNO) Specialist) is responsible to support the management of a competent, cost-effective network of service agents to support the activities of Sharp’s Sales teams to ensure customer satisfaction.  This individual is expected to support all aspects of Service Network Administration including Service Recruiting, Servicer Data Maintenance, Warranty Administration Processing, and Exchange Processing. 

 

Responsibilities

  • Service Network Operations – Provides coverage within the United States to ensure timely and competent repair services to Sharp’s customers and dealers. Supports the Network to maximize customer satisfaction while maintaining optimum cost.  Explores and submits authorization documents of potential Servicer locations as needed by Sharp and customer demand.  Assesses the need for National Service Providers and assists with vendor evaluations to determine abilities.   
  • Service Network Support – Acts as the primary contact between Sharp and the Independent Service Network both Sharp authorized servicers and self-servicing dealers. Works closely with the service network to solicit feedback regarding Sharp’s support programs and assist management to develop improvement plans. 
  • Warranty Control – Monitors warranty claim activity to provide cost control and identify and investigate possible fraudulent billing activities by Network members. Supports Management with the modification of existing Warranty Policies, Claims, and other Service Support Issues.
  • Vendor Management - Monitors the operational performance of Service Network Support vendors including warranty administration and service network referrals. Assists in evaluating alternative vendors for Service Network Support and make recommendations for vendor or process changes as necessary. 
  • Customer/Service Partner Satisfaction – Oversees the process of exception assistance in areas of mileage and non-warranty authorizations.
  • Policy & Procedures – Follows existing Policies and Procedures concerning Servicer operations. Works with other departments to recommend adjustments to current Policies and Procedures based on partner feedback and competitive benchmarking.
  • Service Network Deployment – Interfaces with Technical Support Management to determine technical capabilities, training requirements, and current status of existing and potential Servicer locations. Works with Technical Support Management to evaluate current repair strategy and recommended changes for improvement.  Determine the network capability of executing repair strategy changes.
  • Analysis – Acts as a resource to other SSG Departments regarding Network needs, capabilities, and limitations. Provides information and recommendations as appropriate regarding policies and programs to maximize Network effectiveness.
  • Reporting – Responsible for the production and analysis of accurate, meaningful, and timely reports relative to Service Administration.
  • Prepares, reviews analyzes and participates on various projects as directed by SSG and Corporate Management.

Qualifications

 

  • Minimum 3-5 years experience in the consumer electronics industry.
  • Experience with major home appliance industry preferred.
  • Excellent customer service skills is desired.
  • Strong MS Office Suite skills and any CRM experience is a plus.
  • Bachelor’s degree in Business Administration, or related business experience.
  • Business travel up to 10% of a work month.

 

Sharp Electronics Corporation is an equal opportunity employer – minority – female – disability - veteran.

 

No agency resumes will be accepted or fees paid in the absence of an official written engagement agreement executed in advance by Human Resources for this particular position.

 

All applicants must be authorized to work in the US without sponsorship. All applications must include compensation expectations in order to be considered.  Local candidates only, please.

 

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