Job Title

A Senior Service Operations Specialist is responsible for leading and managing the service support infrastructure with a primary focus on home appliance products. This role is instrumental in developing and enhancing a national service network that delivers best-in-class service to consumers and retailers. The successful candidate will ensure the appliance service network is equipped, trained, and aligned to deliver outstanding repair quality and customer satisfaction, leading to top-tier customer survey results. Key Responsibilities Responsible for the operation of all authorized service centers including quality and customer service on a national scale. Strategic planning and product quality monitoring to ensure best in class service. Ensure that the Service Network is optimized for full product coverage across the country. Develop and carry out training programs. Develop programs and processes that will ensure service calls are consistently handled more effectively, and the overall quality of the repairs are increased to industry benchmark levels. Ensure all reports are completed on a daily, weekly and monthly basis. Ensure that all KPI''s (redo repair, repair time, first time completion) are met as mandated. The ideal candidate will have a University degree or College equivalent in Business Administration, Engineering or HVAC, strong proficiency in Excel, Word, PowerPoint and other MS Office applications, good negotiating skills, highly motivated to take on new tasks and responsibilities with excellent time management skills, and 3+ years of experience as a technical trainer, assistant service manager, or service manager or a combination preferred. Benefits Include: Competitive salary range: $78K - $83K plus bonus and other perks. Vacation plus additional flex days. Comprehensive benefits. Training and development opportunities to grow your career with a reputable organization. A supportive workplace culture and work environment. The interview process consists of three stages: an initial conversation with the recruiter, a virtual conversation with the hiring manager, and an in-person interview with the hiring manager and extended team members.