Field Operations Specialist Rotational Development Program

Sub-Zero Group•Madison, WI

9d•Hybrid

About The Position

The Field Operations Specialist is a developmental role designed to prepare future Field Operations Managers through an 18-month rotational program. This role supports operational excellence with our in-home service network. The Field Operations Specialist will gain exposure to key functional areas, including Customer Service, Quality, Reliability, Supply Chain and Regional Operations, with a strong emphasis on Sub-Zero Group culture and partner engagement.

Requirements

Bachelor’s degree – Business Management, Business Operations, Supply Chain Management, or similar preferred
Ability to relocate to necessary territory
Ability to travel up to 75% after field deployment
Excellent written and verbal communication skills
Demonstrable analytical thinking and business insights
Performance management
Project management
Ability to make fact-based decisions, but exercise creativity and take responsible risks
Effective root cause analysis and corrective action management

Responsibilities

Learn Factory Certified Installation, Parts, and Service Network structure
Meet with key leaders within the department to understand their operation
Attend service and installation training sessions
Understand warranty impact and service metrics
Participate in present product meetings
Work with Business Insights to gain an understanding of installation, service and parts data and how to leverage the insights to make informed decisions
Job shadow Customer Advocate and Technical Service Advisor workgroups
Understand and process warranty claims, product replacements, and customer orders
Participate in Consumer Assurance Lab audits
Partner with lead quality engineers
Participate and perform quality assessments and line audits
Attend weekly quality circle meetings
Work with each major Business Unit within their warranty improvement process
Understand and leverage Warranty Analytics reporting to identify improvement initiatives
Understand and leverage our Investigation Request process for present product
Participate in our product replacement technical review process
Complete RCA (Root Cause Analysis) training through standard QA/HR offerings
Work with each Reliability business unit lead by site to review field returns analysis reviews and report on root cause and findings
Create and maintain production schedules for service parts and sales accessories considering material availability, forecast demand, machine capacity and labor resources.
Analyze material requirements for longer-term planning and create production orders to support short-term production scheduling needs.
Collaboration with purchasing, production, engineering and other teams to coordinate production activities and resolve issues.
New production introductions – Serve as a member/resource on project teams, populate system with the plans derived as an output of the NPD process and project team work to support meeting targeted availability dates.
Ensure that all data fields are populated to enable planning for new item setup, maintain planning parameters and product end of life.
Communicate SKU shortages to customer service and distribution network in the event of a stock out.
Overlap with retiring FOMs for 3–6 months
Soft transfer of B2B relationships
Support in-market operations and partner management
Participate in rate negotiations
Assist in managing regional partner relationships, including onboarding, performance reviews, and operational troubleshooting
Resolution management