Field Service Specialist

About Midea America Canada Corporation (MACC):

Midea America Canada Corporation (MACC) is a Global leader in home appliances manufacturing, dedicated to improving the lives of consumers through innovative, high-quality products. At MACC, we pride ourselves on fostering creativity and excellence in every aspect of our work.

Position Title: Field Service Specialist

Job Summary

• Lead Regional ASP (Authorized Service Provider) network development by recruiting independent service providers to handle on site repairs utilizing major retailers sales distribution patterns ensuring technical qualification and professionalism of the ASP’s local technicians.
• Responsible for visiting top ASPs and establish a professional working relationship, and identify training opportunities and sharing best practice to continually improve the customer experience.
• Lead communication and action of all ASPs between Midea Stakeholders; such as, 3PL Warehouse, Parts Distribution, HQ, Factories, Distributors, and Retailers.
• Establish a holistic approach to a world class customer experience and drive performance to achieve or exceed KPI’s and optimize service cost.
• Responsible for ASP account and credit status with external parts distributor and resolving overdue payment delays from ASP (Authorized Service Providers) that become delinquent or have disputes related to parts.
• Responsible to control ASP performance and support ASP issues with technical support, Midea’s service application, warranty claims processing and ASP profile management.
• Perform supplemental training as determined by ASP visit and/or recently onboarded ASPs. Maintain model list, policy guide and warranty labor rate schedule with ASPs
  
  
  

Essential Job Responsibilities

• Carry out direction of management to achieve company goals for After Sales service cost and continually drive to optimize customer satisfaction in both product and service.
• Coordinate ASP Agreement with legal, warranty and field service departments.
• Manage A/P issues with ASP and distributors companies.
• Coordinate between product support department, HQ and ASP regarding service bulletins and information in tech manuals or website.
• Provide reporting on all KPI’s listed here, as well as, other reports requested by management regarding parts operations at a frequency appropriate to timely process and policy to be modified to support the department’s mission.
• Provide monthly Service Network analysis reports.
• Serve as level 3 tech support phone rep to internal customer service reps.
• Serve as support rep through direct phone communication in and outbound to All internal Staff and Service Network.
• Assume accountability and ownership of all service KPl's.
• Manage and reply to All Field Service Support Requests.
• Carry out strategy and direction of department lead, head and executive staff.
• Attended industry seminars and events and keep abreast of new technologies and best practices as requested by department head.
• Work to achieve department goals with factory performance by conducting incoming inspection.
• Travel to China factory to product training in order to share this knowledge with internal/external customers as indicated by department head.
• Must be able to travel Nationally and Internationally.
• Work to become technical expert in all products and technologies.
• Responsible for tech support vendors both for ASP and contact center, function, efficiency and effectiveness.
• Led establishment of an external training program to support the ASP (Authorized Service Providers).
• Determine tech support process to coordinate parts distributor and repair Trackers in using diagnosis so parts can be shipped to the ASP's in the field.
• Assist Service Tracker in diagnosis unnecessary ticket creations. Contact Customer directly as necessary.
• Develop and delivery training for ASP Network.
• Capture, analyze and summarize technical data from all touch points and system data and provide countermeasures, alerts or warnings as dictated by these findings.
• Provide fault tree and triage support for call center reps to prevent unnecessary truck rolls.
• Provide FAQ and web-based content to drive use of website end user self-help function.
• Provide technical content to training and publications to support call center, service network and self servicing dealers.
• Handle Training and Technical Publication department to achieve company goals for quality and service cost and continually drive to optimize customer satisfaction in both product and service.
  
  
  

Performance Standards KPI’s

• RTAT (Repair Turnaround Time)
  
  
  

Number of days between service request date and completion dates < 5 days

• TTAT (Total Turnaround Time)
  
  
  

Number of days between service Creation date and completion date < 12 days

• FTF (First Time Fix)
  
  
  

Percentage of repairs completed in a single customer visit

• Coverage: Cover 90% of all Postal Codes
• Exchange Rate Ratio
  
  
  

Qualifications

• 3+ years of Industry experience managing Home Appliance Field Service Network
• Experience managing customer service escalation issues including interacting with end users
• Strong presentation skills
• MS office skill Excel a must, Powerpoint and Word
  
  
  

Preferred Qualifications

• Experience in service division of home appliance or consumer hardware company
• Familiar with replacement parts and accessories in North America
• Solid written communication background, skills, and/or degree
• Proven leadership skills, take ownership of issues and manage through to resolution
• Lead by example, set path for team towards resolving customer issues
  
  
  

Major Contacts:

• End Users
• Retailers
• Distributors
• Warranty Claims Vendor
• Parts Distributor
• Call Center
• Sales Team
• Departments in service division
• Authorized Service Providers
  
  
  

Midea America Canada Corporation is an equal opportunity employer. We do not discriminate based upon race, religion, color, national origin, gender (including pregnancy, childbirth, or related medical conditions), sexual orientation, gender identity, gender expression, age, status as a protected veteran, status as an individual with a disability, or other applicable legally protected characteristics.