Field Service Coordinator

Field Service Coordinator Caribbean

JOB DESCRIPTION

Summary: This position will be the technical service point of contact between Electrolux and our distributors and service providers in the english speaking countries of the North Latin America Cluster, building strong relations, ensuring administrative support, training, content and spare parts availability.

Duties and Responsibilities:

• Regular visits to our distributors service units to resolve open cases and develop good relations.
• Provide regular administrative, systems and procedure training, detecting areas of opportunity to be resolved with the Electrolux team.
• Analyze spare parts consumption by service unit to propose purchases and ensure parts availability.
• Implement procedures and actions to resolve spare parts Backorders for warranty.
• Analyze new product introduction to ensure critical spare parts availability, service manuals and technical content.
• When needed visit end users to audit service procedures and avoid product replacements.
• Audit spare parts usage to ensure the correct technical diagnosis and implement penalties when needed.
• Review Product replacement requests before and after authorization to make sure the correct technical diagnosis is applied and avoid the product replacements when possible.
• Propose and promote technical training.
• Develop operational service process flows and actions to improve service cycle time, first visit resolution and net promoter Score
• Implement and ensure the accomplishment of service policies.
• When needed visit our distributors’ warehouses and point of sales to collect evidence and resolve quality issues.
• Propose the opening and closing of service centers.
• Ensure the geographical service coverage according to the product distribution
• Present performance reports.

Competencies and requirements

• Excellent written and verbal communication.
• Very good use of Office tools (Excel - Pivot tables, word, PPT)
• Negotiation Skills.
• High level of organization.
• Independent work and proactivity.
• Ability to work without supervision
• High orientation to consumer experience.
• Decision making ability
• Time management skills
• Troubleshooting ability
• Availability to travel 50% of time
• Knowledge of major appliances service procedures.

Qualifications:

University degree with 4 years’ experience in administration of service units or supervision of service networks in the major appliances or similar sectors.