Job Number: 4879

External Description: Requisition ID: 67242

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.

This role in summary

Whirlpool is currently seeking qualified candidates for a Regional Service Manager. This is onsite role at our Mount Pleasant, WI location.

The Regional Service Manager is the liaison for our Factory Authorized Independent Service Providers who provide support and onsite service for InSinkErator residential products. Key area of focus is the responsibility for recruiting, on-boarding, developing, and retaining third-party service providers to meet area service demands at all times.

This role is responsible for the direct management and oversight of ~200 independent service providers and the onsite consumer experience for residential customers in a specific territory that spans the US and Canada.

Your responsibilities will include

• Maintain and manage the third-party service provider relationships to support service dispatches and control service expenses, including rate reviews and mileage audits.
• Recruit and retain service providers by relationship building (e.g. digital, cold calling, relationship development, etc.). Ensure adequate resource allocation and drive future expansion as business needs dictate.
• Manage the relationship and performance of the service provider network through direct engagements with the service providers both virtual and onsite.
• Ownership of escalation management by working directly with internal and external parties to bring escalations quickly and efficiently to closure, includes addressing DISSAT survey scores.
• Oversee and maintain overall quality of service through regular direct engagements to include virtual and onsite conferences, service provider meetings, and reviewing CSAT and performance metrics to InSinkErator quality standards and service level requirements are met.
• Drive proactive support and training for our independent service providers and essential support partners to improve consumer satisfaction.
• Responsible for coordinating Independent Service Provider best practice sessions throughout the network.
• Ensure service providers are knowledgeable of all InSinkErator tools and support infrastructure including, but not limited to, Standard Operating Procedures, Service Bulletins, Field Service Management platforms, and 3rd party interfaces or websites.
• Case management through Service Power FSM, including the review, approval, and final closure of service calls and service claims.
• Monitor, report, and drive KPI's in a positive direction with focus on consumer success.
• Evaluate feedback from various internal and external teams to create and drive process improvement plans aligned with our overall business strategy.
• Offer expertise and support to corporate teams for new programs and/or initiatives.
• Ability and willingness to travel up to 25%, as travel may be required.

Minimum requirements

• High School Diploma or GED
• 1+ years of experience managing a remote workforce of direct or indirect reports or territory

Preferred skills and experiences

• Bachelor's degree
• Experience in Field Services Management
• Strong organizational skills, with ability to handle multiple, detailed projects and tasks.
• Professional communication skills with the ability to communicate within all levels of an organization.
• Must thrive in a team environment with a strong code of personal ethics, leadership, and problem-solving skills.
• Proficient in Google Suite of products.
• Proven ability to be self-managed and proven track record of making sound customer service and business critical decisions.
• Takes advantage of available resources (individuals, processes, departments, and tools) to complete work efficiently, coordinates with internal and external partners.
• Approaches change or newness positively. Treats change and new situations as opportunities for learning or growth.
• Proven commitment to self-directed learning and peer mentoring.
  
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What we offer

Generous benefits package , Whirlpool employee discount, fitness & educational reimbursement programs, kitchenettes, and more! Saint Joseph/Benton Harbor locations: Beautiful, recently renovated office space, free coffee, biking/walking trails, and access to The Eddy - Early Childhood Center (depending upon availability - additional costs required).

Additional information

Whirlpool's Ways of Working

Our goal is to provide an environment that helps you bring your best to Whirlpool every day. We offer flexibility and industry-leading time-off benefits that will help you balance what's important at work and at home, including:

• Always On Flexibility - You will have the autonomy to manage personal, family, and outside-of-work commitments as needed.
• Two-Week Work from Anywhere - Minimum of one-week increments for a total of two weeks per year.
• Sabbatical - Four weeks paid leave after every five years of service.

Connect with us and learn more about Whirlpool Corporation

See what it's like to work at Whirlpool by visiting Whirlpool Careers . Additional information about the company can be found on Facebook , Twitter , LinkedIn , Instagram and YouTube .

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.

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Job Number: 67242

Community / Marketing Title: Regional Service Manager

Location_formattedLocationLong: Sacramento, California US