Reporting to the Head of Field Service, the successful candidate will be responsible for managing the daily routes and performance of all Miele technicians and the distribution of service work to Service Partners across Canada. This will include and not be limited to the following areas of responsibilities:
Supporting the consumer experience through all Professional and Technician Support channels
Ensuring timely response via email and phone to all customers
Support the exchange process for all domestic appliances
Support the ordering of parts by 3rd parties for Domestic warranty and billable work
Supporting the process of annual protection plan renewals
Awareness of all KPI and identifying opportunities for additional revenue (egxx…..FPP for appliances coming off their warranty coverage…)
Work closely with Regional Service Managers to establish and maintain efficiencies in routing and service coverage
Establish and maintain regular interaction with Service Partners including performance, operational criteria and annual contract renewals
PO creation for service items (Nexonia)
Monthly and annual support for KPI Reporting and analysis.
Other duties and responsibilities as required during daily business activities
This position is for a “high performer” who is willing to go above and beyond, who is passionate about ensuring a positive consumer experience and operational excellence are top of mind.
Excellent written and verbal communication skills.
French an asset (fluency in written and oral is beneficial but not required)
Excellent computer skills (Microsoft PowerPoint, Word and Excel)
A strong command technically of Miele products preferred
Excellent organization skills
Strong knowledge of ASW and other internal Miele processes/systems